Modernizing Enterprise Service Management While Lowering Total Cost of Ownership

Diligent, the AI leader in governance, risk, and compliance (GRC) SaaS solutions, operates in a highly regulated environment, with complex internal service needs across its own IT, HR, and business technology teams worldwide.

The Challenge

In recent years, rapid organizational growth and evolving business demands placed increasing pressure on Diligent’s internal service management capabilities. Teams were expected to deliver faster, support new internal use cases, and scale operations, all while continuing to meet strict governance and compliance requirements.

For years, Diligent relied on a legacy IT service management (ITSM) platform as its central service hub. Over time, however, several challenges became increasingly difficult to ignore, including:

• Escalating licensing costs as the number of agents and use cases expanded
• Rigid workflows that required heavy customization to support non-IT teams
• Long lead times for making changes, which slowed service delivery and innovation
• Difficulty adapting the platform as internal structures and processes evolved
• Complex legacy data that made migration both risky and expensive

As Diligent continued to scale, it became clear that the existing platform was consuming resources that could be better invested in innovation and business enablement.

The Solution

Following a strategic review, Jira Service Management Enterprise was introduced as a new enterprise service management platform for Diligent. The solution stood out for its flexibility, ease of use, lower total cost of ownership, and scalability.

Valiantys partnered with Diligent to guide the transformation and ensure a smooth, low-risk implementation.

The engagement focused on:

• Complementing the legacy service management platform with Jira Service Management Enterprise
• Supporting hundreds of service agents and users across IT, HR, and other business teams
• Taking a phased, low-risk approach to minimize disruption
• Enabling modern ways of working, including asynchronous collaboration
• Helping teams realize value quickly, with the flexibility to evolve over time

Rather than attempting to design a “perfect” solution upfront, the project prioritized delivering a strong initial foundation that could be refined based on real user feedback.

A Pragmatic, Business-Led Approach

Success was driven by close collaboration between Diligent and Valiantys, with a strong emphasis on business outcomes rather than tool complexity.

Key success factors included:

• Clear alignment on what “good” looked like from day one
• Strong executive sponsorship and stakeholder engagement
• Early focus on user adoption and change management
• A practical mindset that balanced speed, quality, and long-term scalability

This approach allowed teams to adopt to the platform quickly, build confidence early, and expand its use across the organization over time.

Business Impact

The transformation delivered measurable results for Diligent, including:

• A modern, scalable service management foundation
• Faster service delivery and improved responsiveness to business needs
• Higher user satisfaction driven by a more intuitive and flexible platform
• A scalable foundation that supports continued growth and innovation
• Expanded service management beyond IT, enabling enterprise-wide collaboration
  
  

What’s Next

With a modern service management platform in place, Diligent plans to continue expanding automation and service management capabilities to teams across the organization.

Watch a glimpse into a real ESM transformation

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