Case Study: Agricultural Financial Services Corporation achieves self-service IT support with TOPdesk

Onboarding an ITSM Solution for a Governmental Organization in the Middle of a Pandemic

Agricultural Financial Services Corporation (AFSC), a Crown corporation within the Government of Alberta, needed to move beyond a basic incident-tracking tool and reduce the time spent logging requests at the service desk. With employees calling and emailing issues directly, the IT team was burdened with manual work, poor process documentation, and a service model that depended heavily on support staff.

TOPdesk provided AFSC with an ITSM solution that was rebranded internally as “SPOT” to support a stronger self-service culture. With change management, training, leadership support, and enforced channel changes like removing the phone and email options, AFSC transformed adoption across the organization and pushed self-service portal uptake above 80% versus a typical 50% benchmark. TOPdesk helped AFSC improve efficiency, standardize processes, and free staff to focus on higher-value work.

Agricultural Financial Services Corporation

Laurie Morrow

Supervisor for Digital Services, Foundations & Operations