Case Study: System C transforms IT service desk operations with Valiantys

Mission impossible made possible: overhauling System C’s IT service desk with Valiantys

System C, the UK’s leading health and social care software supplier, needed to overhaul its IT service desk and modernize development workflows after two years of searching for the right ITSM solution. Working under a tight three-month deadline, the company partnered with Valiantys to replace an internal bug tracking system and roll out Jira Service Desk, Jira Software, and Confluence.

Valiantys delivered three service desks and two ancillary systems, plus consultancy, training, AWS hosting, and support. The new setup improved customer transparency, SLA tracking, and auditability, while boosting development traceability and productivity with Agile boards, dashboards, and automation. Over 18 months, System C handled 35,000 tickets and more than 1,750 calls a month, with SLA breaches reduced to almost zero.

System C

Averil Franklin Stewart

System C