Belnet, a federal government organization, provides high-bandwidth internet connection and services to Belgian universities, colleges, schools, research centers, and government departments. These institutions represent more than 700,000 end users.


Belnet hired additional staff to manage the growing activities and services offered by the company, leading to an increased number of functions and roles of their employees. This required significant organizational changes and commitment of formal processes and resources. They began implementing common ITIL processes, but wanted to engage an ITIL expert to support their deployment.


By deploying ITSM principles and ITIL best practices, CTG helped Belnet implement a proven framework for service management processes and better manage their outsourced Service Desk function. They also realized increased work efficiencies, collaboration across the enterprise, and clarity around roles and responsibilities, as well as improved customer service. 

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