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Beneva's Journey From Legacy ITSM Software To Jira Service Management

Jira Service Management

Introduction to Beneva

Beneva, a Financial Services and Insurance Company based in Quebec, Canada, is the result of the merger of SSQ Insurance and La Capitale. They announced their new identity as Beneva in December 2020. Beneva is now the biggest Mutual Insurance Company in Canada, employing over 5,000 people worldwide with 3.5 million clients and members.


Beneva at a Glance

  • Over 5,000 Employees Worldwide
  • 3.5 Million Clients and Members
  • Largest Mutual Insurance Company in Canada



When SSQ Insurance and La Capitale merged, there was a need to consolidate, modernize, and simplify the ITSM tools that were being used by both companies to meet different needs. This was expensive and difficult to maintain as most of the customization and automation had been custom-coded and designed by external contractors.

Beneva required a single ITSM-ESM solution that could address their needs and that was customizable but easy to use, reducing or eliminating the need to hire external consultants. Because most of their employees are based out of Quebec, Canada, Beneva needed a solution that had French Support and a solution that was usable in French (CA). They had flagged that their next solution had to have a Cloud Offering.

An additional challenge was that because of Canadian Data Residency Laws, and the fact that one of Beneva’s clients is owned by the Canadian Government, no data could be hosted outside of the country.


Why FMX Solutions

FMX Solutions had been the provider of ITSM Consulting for SSQ Insurance, one of the two companies that merged to create Beneva, since 2014. SSQ Insurance had been pleased with the work done by FMX Solutions, leading Beneva to approach FMX Solutions about the modernization and consolidation of their ITSM processes.



After an analysis of the ITSM tools currently being used, it was decided that Atlassian’s Jira Service Management (JSM) was the best ITSM-ESM solution for Beneva. All the use cases and features used in their previous ITSM solutions were listed as features in JSM, and employees were already using Jira Service Desk, Confluence, and Bitbucket. This meant there was brand recognition and knowledge of the interface. FMX Solutions ran several Proof of Concepts within JSM to ensure that the Beneva use cases could be completed. 

A Third-party audit was performed and Jira Service Management was agreed on as the best ITSM-ESM solution for Beneva. Clear benefits of JSM were the competitive cost, the short implementation time, the ease of customization without technical knowledge or coding background, the knowledge and brand recognition within Beneva employees, and it was a cloud solution. 

Canadian Data Residency laws mean Beneva is using a Data Center (DC) version of JSM with a partner in Canada while they await the Canadian Data Residency by Atlassian. The implementation of JSM was done with the ease of Migration to Cloud in mind.



  • The cost of ITSM Solutions was reduced significantly
  • 2 Week Implementation of a Complete On-Boarding & Off-Boarding Process with Workday and SailPoint Integrations 
  • Incident Management implemented in less than 2 weeks


About Jira Service Management

Jira Service Management is Atlassian’s service management solution for all teams. Jira Service Management is designed to help you unlock high-velocity teams by empowering every team to deliver great service fast, bringing visibility to work, and accelerating the flow of work between development, IT, and business teams. (Atlassian. “A Brief Overview of Jira Service Management”)