Case Study: Federal Public Service Health achieves 60% fewer incidents and faster HR turnaround with ServiceNow

Belgian Health Care Organisation Sees Outstanding Results Following ServiceNow Implementation

The Belgian Federal Public Service for Public Health, Food Chain Safety and the Environment — a nationwide agency with about 1,300 staff and 200 external specialists responsible for health, food safety and environmental policy — faced an ageing ITSM platform, chaotic incident reporting across roughly 100 IT services, no formal HR service catalogue, and the added complexity of supporting both Dutch and French users. The organisation needed to streamline service desk processes, introduce a modern HRM portal, and ensure bilingual availability.

They implemented ServiceNow ITSM beginning in 2012 and rolled out HRM services in 2016, mapping and automating processes (including onboarding) with the platform’s workflow editor and bilingual support. Results included 60% of incidents reported via self-service, the helpdesk resolving 72% of cases without escalation, average resolution time around 30 minutes, HR request turnaround reduced from 5.3 to 2 days, and ~90% staff satisfaction — delivering greater transparency, faster service and reduced helpdesk pressure.

Federal Public Service Health

Patrick Delhaye

Manager Service Desk ICT