, Jan 12, 2016

“It’s not about reinventing the wheel, but about working with the tool as it’s supplied, including the processes. Adopt, not adapt. IT-Guardian is
just such a tool. It saves you time and money.”

- Niek Ruiter, Program Manager -

The customer
AkzoNobel is a leading global paints and coatings company and a major producer of specialty chemicals. The group employs around 47,000 people across more than 80 countries. Its brands include well-known names such as Flexa, Sikkens, International, Interpon and Jozo.

The challenge
“The reorganisation included designing a brand-new IT operating model for AkzoNobel. As well as deciding to use a single tool in those 80 countries, we also wanted the tool to be based on a proven best-practice process model.”

The solution
“In phase 1 we transferred the service desk for the workstations to IT-Guardian for Incident Management and Service Request Management. In phase 2 the emphasis is on Change and Problem Management. 47,000 end-users will soon all have access to an IT user portal where they can report incidents and order items such as a new laptop or a mouse. That’s a nicer way of working and also eases the pressure on the service desk.”
The benefits
AkzoNobel will benefit a great deal if the internal processes run more smoothly and complexity decreases as a result of our central approach with just one tool. The service desk agents are very positive and find the tool nice to use. We’re not there yet, but I’m very satisfied with the way the programme is going, the performance of the parties involved and IT-Guardian.

Download this success story

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