Overview
Daikin Europe, the regional headquarters of the world’s leading HVAC manufacturer, faced a critical challenge when HP OpenView ServiceDesk reached end-of-life. The organization needed a next-generation IT Service Management (ITSM) solution that could deliver speed, ease of use, and flexibility without heavy customization.
After a thorough evaluation process, Daikin Europe selected Xurrent, implemented by onITnow, as the foundation for a modern, scalable service management strategy across Europe, the Middle East, and Africa (EMEA).
About Daikin Europe
Daikin Industries is globally recognized as the leading manufacturer of heating, ventilation, and air conditioning (HVAC) systems. Daikin Europe serves as the sales, development, and manufacturing hub for Europe, the Middle East, and Africa, supporting an extensive network of subsidiaries and partners.
The Daikin Europe Group includes:
Headquarters in Belgium
5 production facilities
17 affiliated companies
5 sales offices spread across the EMEA region
Industry: Manufacturing
Region: EMEA
End Users Supported: 3,000+
The Challenge: A Critical Migration
When HP announced the end-of-life of its HP OpenView ServiceDesk platform, Daikin Europe faced the urgent task of finding a reliable replacement.
Key requirements included:
A solution that could support ITIL-based processes without extensive customization
Ability to manage a complex EMEA support structure, including multiple outsourced service desks
Integration with existing tools such as SAP and Jira
A seamless user experience for thousands of end-users across multiple countries
Challenges Identified:
Existing HP Service Desk was no longer supported
Three separate outsourced service desk organizations to manage
SAP environments maintained by an external service provider
End-users spread across diverse geographic locations
The Selection Process
Initially, Daikin Europe evaluated all major enterprise ITSM platforms on the market. However, most required significant customization to meet Daikin’s requirements, which would lead to longer implementation times and higher costs.
“After two of our suppliers recommended Xurrent, the project team decided to investigate,” recalls Geert Monserez, Department Manager IT Center EMEA at Daikin Europe.
Initial feedback was positive:
Fast performance
Intuitive interface
Strong alignment with ITIL best practices
However, concerns arose about flexibility, given the complexity of Daikin’s EMEA operations. These were quickly addressed during hands-on workshops, where real-world scenarios demonstrated that Xurrent could meet all requirements out of the box, without costly custom development.
The Solution
Daikin Europe, with the help of onITnow, implemented Xurrent across its EMEA operations with the following approach:
Three separate Xurrent accounts created for the outsourced service desk organizations
Accounts were linked together for seamless collaboration and visibility
Integration with Jira to streamline SAP-related change management
Secure integrations with existing systems for user management and reporting
Key Features Implemented
Daikin Europe had already established most core ITIL processes, so Xurrent’s implementation covered:
Request Fulfillment
Incident Management
Change Management
Service Level Management
Configuration Management
Implementation Journey
The deployment took place over several months, with most time spent on integration and account configuration.
Training Highlights:
Xurrent’s online learning modules for foundational knowledge
Classroom sessions for service desk agents, specialists, configuration managers, and change managers
Staggered go-live approach: Belgium and Spain first, followed by Italy
Results Achieved
Seamless collaboration with outsourced service desks using Xurrent
Improved SAP change management via Xurrent–Jira integration
Transparent performance tracking for all external service providers
Support for 3,000+ end-users across EMEA
Faster resolution times and higher user satisfaction
Integrations that Power Efficiency
Active Directory Integration: Keeps employee contact information up to date
SAP BI Reporting: Secure, automated daily exports from Xurrent provide advanced analytics and KPIs
Adobe eForms: Integrated via Mail API, allowing users to keep their familiar forms while ensuring data flows into Xurrent
Jira Integration: Bi-directional syncing for SAP environment change management and SLA monitoring
The future
Other departments—including Facility Management, Product Engineering, and R&D (EDC)—are planning to adopt Xurrent to streamline their internal service request processes.
Customer Voices
“Switching our service management tool to Xurrent was a conscious decision to offer clarity and transparency within IT and to our internal customers. The service levels and KPIs can now be tracked by all stakeholders.”
— Geert Monserez, Dept. Manager IT Center EMEA, Daikin Europe
“Xurrent provides enterprise-grade ITSM functionality right out of the box, reducing complexity and speeding up deployment for organizations like Daikin.”
— Frank Bakker, Sales Director, onITnow
Why Xurrent?
Faster implementation compared to legacy ITSM tools
Out-of-the-box ITIL alignment without heavy customization
Superior integration capabilities for enterprise ecosystems
Scalability for global operations