Case Study: Elia achieves increased productivity through self-service IT and automated processes with HEAT Software

Elia increases productivity with self-service IT and automated processes

Elia, Belgium’s national grid operator responsible for an 8,000 km transmission network and over 1,100 employees, needed to replace its unsupported ITSM system before the end of 2013. After shortlisting solutions on the basis of functionality, integration, reporting and total cost of ownership, Elia—working with Econocom—selected HEAT Service Management, with helpdesk and back-office users guiding the final choice.

Econocom completed the on-premise migration in three months, configured workflows, trained staff and launched a self-service portal for 1,500 end-users. The new system automated approvals and routine tasks, sped up ticket resolution (handling 1,500–2,000 tickets/month with ~80% same-day fixes), increased helpdesk productivity and set the stage to expand HEAT across HR, facilities and change management for further automation and reporting.

Elia

Jan Windels

Project Manager