FPS Health is dedicated to the health and safety of its citizens
The Federal Public Service for Public Health, Safety of the Food Chain, and the Environment (FPS Health) is responsible for health, food, animals, plants, and the environment in Belgium. The agency organises health care in Belgium and also takes care of the funding of hospitals, the health care policy, and the coordination of urgent medical assistance. Additionally, FPS Health monitors the safety of products in the food chain and ensures that the EU food safety standards are applied.
Rigorous government technical specifications drive evaluation of IT service management at FPS Health
To best meet the needs of the organization, FPS Health needed an IT service management solution that streamlined management of IT services and provided an efficient service desk with self-service capabilities.
FPS Health decided to switch to ServiceNow® IT Service Management. “The IT service management solution was the successor to a system that had reached the end of its life cycle,” says Kurt Nys, ICT manager at FPS Health. “We simply had the choice between bringing in freelancers for the maintenance of the existing system or switching to another system. We chose the second option.”
“We drew up technical specifications for the new IT service management platform and issued a call for tenders via the Belgian government,” Kurt continues. “In Belgium, that is a fairly complicated procedure, because
technical specifications for IT service management systems are also stipulated by the federal government and only a limited number of systems meet the requirements.”
The responses to the call for tenders were assessed by three people from the organisation. Eventually, five systems were found to meet their requirements. “The funny thing is that of these five responses, two were from companies that made a proposal to implement ServiceNow,” says Kurt.
ServiceNow is the foundation for a streamlined, automated helpdesk at FPS Health
The ServiceNow implementation focused entirely on IT. “First of all, we wanted to structure incident reporting, request submission, carrying out processes from the service desk, and configuration management. In the old system, that was still fairly chaotic,” says Patrick Delhaye, ICT service desk manager at FPS Health.
For the implementation, 15 members of the ICT department shut themselves in a room and meticulously charted the existing process flow and activities of upwards of a hundred ICT services. Then they automated these processes with the help of the Now Platform.
“The implementation was particularly successful. Just five months after the start of the implementation, the first incident was reported via ServiceNow,” says Patrick. “Since then, the system has been permanently available. In the following phases, we set up asset management, developed knowledge management, and fleshed out the management of contracts and certificates. The implementation of change management and problem management followed. ServiceNow was also made available to the Contact Center, which deals with requests from citizens via web forms, email, and telephone.”
ServiceNow improves HR service delivery with automated workflows and clearly defined tasks
The agency opened ServiceNow for human resource management (HRM) services, which was a real milestone because HRM services had not been run by a system. For that matter, the HRM portal and the HRM service catalogue were established separately from the IT service desk, making it clear to staff that the HRM portal is not a spin-off of the IT portal but a full-fledged HRM solution.
In the past, staff sent emails to the HRM department with requests, but it wasn’t clear who should deal with each request and how they should be handled. With ServiceNow, the HRM services—just like requests for the IT department—are precisely defined. After being filled in, requests are automatically sent to the responsible departments to be dealt with as part of a process.
The onboarding of new staff is a great example because several departments are involved. “When a request for the onboarding of a new member of staff goes to HRM now, tasks are also automatically prepared for the ICT department—such as issuing login IDs, preparing a network connection, preparing an access badge, and informing the account manager of the department,” says Patrick.