Province of East Flanders: from incident management to enterprise service management
The Province of East Flanders supports around 1,700 users across 45 locations, including internal departments, policy services and educational institutions. With such a diverse organisation, managing services efficiently requires more than a traditional IT ticketing system.
At a glance
Customer
Province of East Flanders
Industry
Government
Challenge
Move from incident management to scalable Enterprise Service Management
Solution
Xurrent ITSM/ESM
2Grips expertise
Implementation · Consulting · Change & Adoption · Training
Moving beyond incident management
For years, the Province’s IT department had been working with a basic ITIL solution in which almost every request was treated as an incident.
As its services evolved, that approach became too limiting. The organisation wanted to move beyond simply registering incidents and build a structured, service-oriented way of working.
The goal was clear: one future-proof Enterprise Service Management platform that could support different service domains, processes and users across the organisation.
Self-service was an important part of that ambition. The Province wanted to empower users through an accessible portal and knowledge base, while introducing clear workflows, tasks and responsibilities behind the scenes.
One platform for a growing service ecosystem
After evaluating several solutions, the Province chose Xurrent.
Its combination of agility, user-friendly self-service, knowledge management and support for different service domains made it possible to bring multiple services together without losing the ability to manage responsibilities and information within specific teams.
Together with local expertise from 2Grips, this provided the foundation for a broader Enterprise Service Management approach.
Start strong. Expand step by step.
The initial implementation, including the design of the environment and definition of the services, took approximately three months.
Because this meant introducing an entirely new way of working, 2Grips and the Province opted for a phased roll-out.
The first phase focused on Configuration Management, Request Management and Self Service. Other processes and capabilities were introduced progressively, including knowledge management, Change Management, Continual Service Improvement and Demand Management.
The broader scope includes:
- Request Fulfilment
- Incident Management
- Configuration & Asset Management
- Service Level Management
- Change Management
- Release Management
- Project Management
- Problem Management
- Supplier Management
Integrations include Active Directory, SSO, software discovery and location management.
Managing change together
Technology was only part of the transformation.
2Grips also helped the Province identify gaps, challenge existing ways of working and manage the organisational change involved in moving towards service management.
Specialists were given context on why the organisation was changing as well as how the new platform worked. New IT colleagues received technical training, while end users were given simple guidance on using Self Service.
That combination helped the new way of working gain acceptance quickly.
From firefighting to proactive service management
What started as an IT service management project has evolved into an Enterprise Service Management environment used across the organisation.
99% user satisfaction
End-user satisfaction reached 99% positive reviews — a strong indication that users embraced the new way of working.
One transparent service ecosystem
Different service domains now work together within one environment, reducing silos and service complexity.
Greater efficiency
With processes under control, teams can handle more work within the same timeframe and have much better insight into their services.
12,000 tickets per year
The platform now supports around 12,000 tickets annually across a complex service environment.
Enterprise-wide adoption
Xurrent is used by IT, HR, Facility Services, General Support Services, Patrimony, Recreation Services and educational institutions.
From reactive to proactive
The Province has moved from ad hoc incident handling towards structured, proactive service management and continuous improvement.
A partnership focused on continuous improvement
The journey didn’t stop at go-live.
Every three months, the Province and 2Grips meet to review the platform, discuss opportunities for improvement and identify next steps. This creates a continuous feedback loop and allows the service environment to evolve alongside the organisation.
Facing a similar challenge?
Ready to move beyond incident management and build a more connected, efficient service organisation? 2Grips can help you combine the right technology, processes and approach to adoption.