ITSM Transformation for a Leading NHS Trust
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:
- An ageing ITSM platform that no longer met operational needs.
- A large IT support team (80-100 specialists) managing services for 12,000 employees across clinical and non-clinical functions.
- Limited automation and manual service request handling, leading to inefficiencies.
- A need for better asset and configuration management to track IT resources effectively.
- 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:
to provide rapid benefits while minimising customisation costs.
including Incident Management, Request Fulfilment, Major Incident Management, and Knowledge Management.
with chatbot integration, service request tracking, and access to a knowledge base.
to improve response times and service quality.
with integrations for asset tracking and monitoring.
to enable self-sufficiency in ongoing platform management and expansion.
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:
to internal administrators.
within a defined timeline to prevent service disruption.
with real-time feedback loops to refine and optimise the system.
allowing the Trust to expand ITSM capabilities over time.
Results & Benefits
The ITSM transformation delivered significant improvements for the NHS Trust:
Automation of routine IT processes reduced manual effort and improved response times.
The self-service portal empowered staff to resolve common IT issues independently.
Standardised incident and request fulfilment processes improved IT operations.
Leveraging Xurrent’s out-of-the-box features minimised development costs while maximising functionality.
The IT team gained the skills to expand and refine the platform as needed.
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.
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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.