Putting the User at the Heart of the Business 100,000 users united through a self-service portal that simplifies the management and follow-up of incidents. Challenges • Offer users a user-centric experience • Combine approximately 15 ITSM tools into one solution • Make users less dependent of the Service Desk for incident management “ Transparency, collaboration, sharing and empowerment are at the heart of our Open Source philosophy. Adopting

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