ITSM Transformation for a Leading NHS Trust

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Case Study:

ITSM Transformation for a Leading NHS Trust

Introduction 

A prominent NHS Trust required a modern, scalable IT Service Management (ITSM) solution to replace its legacy system, which was due for decommissioning. The organisation sought a flexible and intuitive platform that would enhance IT service delivery, improve self-service capabilities, and streamline IT operations across its multiple departments and teams.

Xcession partnered with the Trust to implement Xurrent, a leading ITSM platform, using a phased approach to ensure minimal disruption and maximum efficiency. The transformation focused on delivering a robust ITSM foundation, improving automation, and empowering in-house teams through a coached implementation strategy.

Challenges

The NHS Trust faced several IT service management challenges, including:

  1. An ageing ITSM platform that no longer met operational needs.
  2. A large IT support team (80-100 specialists) managing services for 12,000 employees across clinical and non-clinical functions.
  3. Limited automation and manual service request handling, leading to inefficiencies.
  4. A need for better asset and configuration management to track IT resources effectively.
  5. The requirement for a self-service portal to improve end-user experience and reduce service desk workloads.

Solution

To address these challenges, Xcession implemented Xurrent using a structured, phased approach.

The Foundation phase focused on:

Deploying Xurrent’s out-of-the-box ITSM functionalities

to provide rapid benefits while minimising customisation costs.

Configuring essential ITSM processes

including Incident Management, Request Fulfilment, Major Incident Management, and Knowledge Management.

Developing a Self-Service Portal

with chatbot integration, service request tracking, and access to a knowledge base.

Implementing Service Level Management (SLM)

to improve response times and service quality.

Enhancing Configuration Management (CMDB)

with integrations for asset tracking and monitoring.

Coaching and upskilling the Trust’s IT administrators

to enable self-sufficiency in ongoing platform management and expansion.

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Implementation Approach

The project followed a structured "coached implementation" methodology, enabling the Trust’s IT team to actively participate in the configuration and management of Xurrent. This approach ensured:

Hands-on training and knowledge transfer

to internal administrators.

A rapid go-live

within a defined timeline to prevent service disruption.

Iterative development

with real-time feedback loops to refine and optimise the system.

Scalability

allowing the Trust to expand ITSM capabilities over time.

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Results & Benefits

The ITSM transformation delivered significant improvements for the NHS Trust:

Enhanced efficiency:

Automation of routine IT processes reduced manual effort and improved response times.

Improved user experience:

The self-service portal empowered staff to resolve common IT issues independently.

Stronger service management:

Standardised incident and request fulfilment processes improved IT operations.

Cost savings:

Leveraging Xurrent’s out-of-the-box features minimised development costs while maximising functionality.

Long-term scalability:

The IT team gained the skills to expand and refine the platform as needed.

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Conclusion

Through Xcession’s expertise and the capabilities of Xurrent, the NHS Trust successfully modernised its IT service management framework. By implementing a scalable, automated, and user-friendly ITSM solution, the organisation enhanced its IT operations and positioned itself for future digital transformation.

Let’s Talk 

Is Xurrent Right for You? 

If you’re looking for a modern, AI-powered ITSM & ESM platform that is simple to implement, easy to manage, and offers complete functionality without complexity, Xurrent is the answer.

Xcession helps you make the most of Xurrent. Let’s talk. 

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