Switch began using Clientele ITSM several years ago. Today, multiple departments, including the service desk, rely on the software. Gerard van Beek, Manager of E-Services at Switch, explains: “At Switch, we aim to always meet our customers’ expectations. A key aspect of this is achieving our SLAs, which is incredibly easy with Clientele ITSM.” ”At the service desk, we have screens displaying dashboards. This means I don’t need to search for information—I can keep everything under control using ‘management by exception.’”
A HISTORY OF SUCCESS
Switch IT Solutions has a long history. In 1986, two Saxion students built a computer in an attic for their studies. Since then, Switch has rapidly grown into a national player, active in various sectors, including education, healthcare, government, and business services.
Switch’s mission is to help its end users excel. The company offers various services, such as consultancy, hardware and software solutions, and web hosting. Switch also holds certifications like ISO9001 (quality), ISO14001 (sustainability), ISO27001 (information security), and NEN7510 (healthcare information security).
ALWAYS ACHIEVING SLAs
Switch began using Clientele ITSM several years ago, with the software now implemented in several departments, including the service desk.“At Switch, we aim to always meet our customers’ expectations. A key aspect of this is achieving our SLAs, which is incredibly easy with Clientele ITSM,” says Van Beek.“At the service desk, we have screens displaying dashboards. This means I don’t need to search for information—I can keep everything under control using ‘management by exception.’”
REVIEWING PROCESSES
Switch continuously strives for professionalization, recently overhauling all procedures. Mproof supported this project using its “7 Steps to Successful ITSM” methodology, aligning it with Clientele ITSM. “This approach worked exceptionally well,” Van Beek shares. “First, we detailed all our procedures with the help of OnITnow’s business consultant, Frank Eerland. Afterward, Clientele ITSM was reconfigured to better fit our workflows.”
ENGAGING END USERS
“We designed and configured the processes in Clientele ITSM, then validated them with the software’s end users. They play a crucial role, as they use the solution daily. A comprehensive handbook was created to document all work instructions, which is maintained by a designated person within the organization,” Van Beek explains.
The billing processes have also been optimized. “Previously, we spent two to three days a month manually verifying all invoices. Now, invoices are generated with the press of a button in Clientele ITSM, and manual checks are no longer needed. This efficiency alone makes the software cost-effective,” Van Beek adds.
“Additionally, we now use the Project Management functionality in Clientele ITSM. For every new project, we create an RFC (Request for Change). With the integration between Microsoft Exchange and Clientele ITSM, calendars are automatically synchronized. Everyone can see their schedule in both Microsoft Outlook and Clientele ITSM.”
WORKING EVEN MORE SYSTEMATICALLY
“OnITnow brings a wealth of knowledge and expertise,” Van Beek notes. “This was evident throughout the project. Their consultants are always willing to share their knowledge, even outside office hours. This shows how committed they are to our organization.” Van Beek appreciated OnITnow’s “7 Steps to Successful ITSM” methodology, adding, “We realized that we could improve our methodical approach even further. This project inspired us to work even more systematically at Switch.”
ABOUT SWITCH IT SOLUTIONS
Switch is an organization with over 100 employees, focusing on business services, healthcare, education, and government sectors.
FACTS AND FIGURES
- Founded in 1986
- Over 100 employees
- 20 Clientele ITSM licenses
THE CONSULTANT ADDS
Frank Eerland, a consultant at OnITnow involved in the implementation and configuration, remarks “Switch has become even more professional by smartly applying the ‘7 Steps to Successful ITSM’ methodology. This has improved communication, made projects more efficient, and ensured more effective use of the software.”