6 heating plants at one platform for IT service management

OMNICOM successfully implemented the Service Management platform Xurrent (formerly 4me) at MH Teplárenský holding a.s. (“MHTH”). This implementation was specific due to its overlap with the project of consolidating six district heating companies into one unified organization.

Project Goal

MHTH’s goal was to have a single comprehensive platform that centralizes all IT services and improves efficiency and user experience.

Challenges

Omitting or underestimating an important phase of the process – involving employees at all levels of the organization – is a reason for the slow digitalization in companies in Slovakia. MHTH is aware of this, and therefore, they identified the “human factor” challenge at the beginning of the project. “The main challenge was cultural change – getting IT staff as well as end users to accept the change in operations and start using the new system, thus benefiting from the digitalization of internal IT processes. It’s all about changing the mindset. That’s the toughest nut to crack. But it works.” Katarína Rybárová, Head of IT Governance & IT Process Manager.

Feedback

“Xurrent is by far the best service management tool I’ve ever used. It has a very strong user interface, excellent reporting functionality, and is quick to deploy. And since it is a cloud service, we don’t need special resources. We can do many things ourselves.” Norbert SKAKALA, CIO at MHTH.

Changing the approach, behavior, and culture of the organization should be an integral part of any digitalization process alongside the use of new technologies. OMNICOM helped us digitalize IT services by utilizing the Xurrent software platform, and continues to provide support. In collaboration with OMNICOM, the implementation of Xurrent was smooth and proceeded according to plan.