Case Study: Vitens achieves better IT control and incident visibility with Planon ITSM

We started getting positive feedback from the users from the very first day

Vitens, the Dutch drinking-water company with about 1,430 employees serving 5.4 million customers, needed to replace an IT package that no longer supported its “Demand & Supply” operating model. The organisation faced fragmented management information, an out-of-date CMDB and complex, multidisciplinary processes that required SLA support and clearer process descriptions for some 200 key users and a broad base of end users.

Vitens implemented Planon ITSM along with Incident, Change and Property Management to centralise requests and register a €375M real-estate portfolio across more than 600 locations. The integrated solution delivered immediate positive user feedback, clearer status tracking, better management information, SLA monitoring and delegated authorities, and reduced the service desk by 1 FTE (8%); it also enabled proactive service improvements (for example, organisation-wide WiFi) and paves the way for HR integration and additional modules.

Vitens

Ingrid Bisdom

Change Manager and Configuration Manager