Who is Norsk Helsenett? Norsk Helsenett (NHN) is a state-owned ICT service provider for all healthcare agencies, hospitals, and doctor/dental offices in Norway. With 1,100 employees and three main loca- tions in Trondheim, Oslo, and Tromsø, NHN serves more than 7,000 customers. When health and lives are at stake, a service provider must deliver. NHN needed a modern and dynamic ITSM system for interacting with customers and handling cases. Faster, higher- quality services were necessary to free up time, stay proactive, and focus on things that really mattered. Seeking an ITSM System with a Heart “We needed a heart,” T or Kristian Hansen, NHN ITSM project manager for Internal Systems Management & Support, said of their need for a new ITSM system—one service platform for managin

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