Case Study: IHK Berlin improves service transparency and efficiency with Valiantys and Jira Service Desk

ITIL Service Desk introduced to the Berlin Chamber of Commerce and Industry (IHK)

a major reinsurance company faced the challenge of modernizing its internal service management. Its IT Services department was using an outdated ticket system that lacked modern ITIL processes, while its Data Management and Project Management Office departments lacked any formal system, relying instead on email and manual processes. They sought a SaaS solution to improve transparency, communication, and process standardization.

The vendor Valiantys implemented a solution using Jira Service Desk and Riada Insight for asset management. This created a central platform for ticket processing, knowledge management, and cross-departmental collaboration. The results included processing over 800 tickets and 100 service requests per week, significantly improved transparency and communication, and a consolidated knowledge base. Valiantys also successfully migrated over 60,000 existing tickets to the new system.

IHK Berlin

Mirko Thißen

IT-Services