Public Sector / Health / Regional Health Authority
ITSM Transformation for a Public Sector Agency
01 / The Challenge
The agency was struggling with fragmented communication, manual ticket routing, and a lack of visibility into service performance across departments.
02 / The Solution
Implementation of an ITIL 4-aligned service management platform with automated escalation logic and a unified knowledge base.
Technical Stack
ZammadITIL 4 FrameworkCustom API Middleware
03 / The Outcome
35% reduction in ticket resolution time and 100% compliance with new EU digital service standards.