Case Study: Smals achieves nearly 50% reduction in support tickets with ServiceNow

Improving Government Efficiency with IT Service Management

Smals, the Belgian shared in‑house ICT organization responsible for delivering services within the federal G‑Cloud program, faced fragmented legacy tools, duplicated data, separate call‑center and IT systems, and the need to consolidate services, meet SLAs without adding staff, and speed incident resolution for citizen‑facing e‑government applications. Multitenancy and data separation were also required so each government agency could have its own secure domain.

Smals implemented ServiceNow IT Service Management and Customer Service Management (CMDB, Incident, Problem, Change, Knowledge) with Fujitsu integration to provide a multitenant cloud platform and self‑service portal. The solution reduced average monthly support tickets from about 15,000 to ~8,000 (nearly 50%), improved IT support efficiency by 15%, enhanced user experience and incident resolution, and contributed to a projected €30 million in IT cost savings over five years.

Smals

Luc Billion

Operational Director Infrastructure, Systems, Services & Support