Case Study: UHasselt University improves service maturity and user satisfaction with 4me

Hasselt University Switched to 4me to Professionalize Its Service Management Organization

Hasselt University, a Belgian university with more than 7,000 students and nearly 1,600 staff and researchers, needed to replace its aging open-source IT service management tool, GLPI, with a more professional and future-proof solution. The university wanted to improve service maturity, efficiency, and the user experience with a modern self-service portal and stronger ITSM/ESM capabilities, so it selected 4me.

4me, implemented with partner 2Grips, was rolled out in phases across incident, request, knowledge, change, release, asset, and service management, with integrations to systems such as Ultimo, ClearPass, Microsoft SCCM, and TFS. The results were strong: more than 80% of users reported satisfaction or higher, open requests dropped from about 5,000 to 400, first-level support resolution rose from 30% to 50%, and service desk productivity improved while costs went down.

UHasselt University

Filip Reyns

ICT Manager