Case Study: ICT Shared Services improves SLA tracking and collaboration with 4me

Belgian Government ICT Shared Services switched from CA Service Desk Manager to 4me for improved SLA tracking and increased collaboration

ICT Shared Services, the Belgian government’s shared ICT services organization, supports nearly 35 federal agencies with more than 50 ICT services. As orchestration became more important and service delivery increasingly depended on external providers and strategic customers, the team needed better SLA tracking, stronger collaboration, and a secure, privacy-conscious solution that could handle language requirements and complex dependencies. They chose 4me to replace CA Service Desk Manager.

4me implemented an on-premise IT service management platform within ICT Shared Services’ data centers, with separate customer environments and support for key ITIL processes including incident, problem, change, request fulfilment, service catalog, service level, configuration, and capacity management. The result was around 100 IT specialists working together more effectively, full tracking of agreements with customers and providers, and service in each customer’s preferred language. ICT Shared Services also reported smoother upgrades, improved efficiency, and a much better view of services delivered and received.

ICT Shared Services

Yves Vander Auwera

Director