G-Cloud: Improving Government Efficiency with ServiceNow ITSM

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Across Europe, many governments are moving IT services to the cloud to improve efficiency and reduce costs.

In Belgium, the federal government and social security institutions decided to set up an ambitious program called G-cloud -   a combination of commercial public cloud services, private cloud services, and managed ICT services hosted in government data centers.

CHALLENGES

• Offer user-friendly IT processes and services to Belgium government organisations
• Manage operations more efficiently to meet SLAs without increasing staff
• Resolve incidents quickly to keep customer satisfaction high
• Reduce the cost of providing IT services to government entities
• Consolidate and standardize IT services

SOLUTIONS

ServiceNow Customer Service Management & ServiceNow IT Service Management

• Configuration Management (CMDB)
• Incident Management
• Problem Management
• Change Management
• Knowledge Management

RESULTS

• Provided better user experience for e-government applications
• Contributed to reducing average support ticket volume by nearly 50%
• Improved IT support efficiency by 15%
• Contributed to projected IT cost reduction of €30 million over 5 years