Flexibility, speed, and a modern self-service approach convinced the Dutch pension provider it had made the right decision.
About AZL
AZL is a leading pension provider in the Netherlands, responsible for administration, management consulting, and actuarial and communication advisory services for dozens of pension funds. The company supports more than 1.5 million people nationwide.
The Challenge: Modernizing Service Management
AZL wanted to evolve beyond traditional IT Service Management (ITSM) and adopt a full Enterprise Service Management (ESM) approach. Its legacy tool, BMC Service Desk Express, was outdated and no longer supported. The organization also aimed to shift from email-driven processes to a cloud-based, self-service platform.
Maurice Dassen, Quality Manager at AZL, explains:
“We were looking for a modern cloud application with a fresh, fast look and feel. It had to be intuitive, self-service oriented, and provide all the functionality our users need.”
AZL conducted an extensive market analysis, consulting Gartner research to identify reputable, widely adopted tools. The initial longlist included:
Xurrent
Freshworks
BMC Helix Remedyforce
ServiceNow
Samanage
ASSYST
After evaluating flexibility and cost, the shortlist came down to Xurrent and Freshworks’ Freshservice.
Why Xurrent Stood Out
Maurice recalls the decisive moment:
“We had a great feeling after the Xurrent presentation by their partner onITnow. Xurrent offered extensive capabilities and a licensing model that gave us freedom. We’re no longer tied to restrictive contracts—we can manage user rights flexibly without added costs.”
Mike Clappers, Head of IT Run at AZL, adds:
“Xurrent fit us best for four reasons: price, flexibility, visibility, and the ability to have one central portal for all employees. Implementation speed was also critical—and Xurrent delivered.”
Implementation: Fast and On Budget
The rollout was completed in just six weeks, meeting all deadlines and staying within budget.
“In that short time, we implemented an extensive set of processes,” says Mike.
Initially deployed in IT, the platform’s success quickly spread. Within seven months, IT, Facilities, HR, and Financewere all using Xurrent.
“Now we have a single point of contact for the entire organization. Every request and ticket is handled consistently,” Mike explains.
Scope of the Solution
Request Management (Incident & Request Fulfillment)
Change, Problem & Configuration Management
Service Level & Knowledge Management
Workflow Templates
Branded Self-Service Portal with product catalog
Key Integrations:
Single Sign-On
Active Directory
Event Management
Microsoft System Center Configuration Manager
In Phase 2, onITnow’s integration platform enabled fully automated Active Directory integration, replacing manual imports. AZL also migrated several custom applications into Xurrent, including a controlled production change workflow.
Training and Adoption
Employees started using the Self-Service Portal immediately, without training. Support staff followed Xurrent’s standard online training, and AZL is considering targeted role-based training for advanced users.
Results: Efficiency, Compliance, and Control
Xurrent transformed AZL’s operations:
Efficiency Gains:
“Xurrent has enabled IT to work more efficiently by streamlining processes and providing an intuitive self-service experience,” says Mike.
Process Transparency & Governance:
The system ensures better compliance and supports strict financial regulations.“Previously, extracting data for auditors was a challenge. Now we have standard logs, full transparency, and controlled approvals. This boosts compliance and makes audits easier—especially for De Nederlandsche Bank,” Mike notes.
Audit Trail & Reporting:
Xurrent’s Audit Trail function provides auditors direct access, saving significant time and reducing reporting by 10 minutes per ticket on average.Automation:
Automation rules now route tasks instantly, eliminating delays caused by email-based handoffs.Real-Time Dashboards:
AZL can now monitor and follow up on the 3,000 monthly IT requests efficiently.
What AZL Values Most About Xurrent
Flexible adaptation to organizational processes
Non-restrictive approach to ITIL standards
Built-in compliance and reporting tools
Speed and ease of automation
“Xurrent is not rigid—you can apply it in the way that works best for your organization,” says Mike.
Maurice sums up the experience in six words:
“Cooperation, pleasant, fast, agile, flexible, and self-learning.”
Next Steps
AZL plans to redesign and optimize its Service Catalog, leveraging lessons learned to improve efficiency further.
“Xurrent’s flexibility means we can implement changes without major disruptions,” says Maurice.
The Partner Behind the Success
The implementation was delivered by onITnow, whose collaborative approach stood out.
“onITnow promotes self-reliance, which accelerates adoption. The partnership was based on trust, not rigid agreements. We worked together to achieve results,” says Mike.
Would AZL Recommend Xurrent?
Absolutely. Maurice concludes:
“I’m proud of what we’ve accomplished with Xurrent. It’s been a success, and many departments have joined without friction. I would recommend Xurrent to any business seeking a modern ITSM or ESM tool.”