Ministry of Immigration and Integration

"We have opted for an intuitive system
where ease of use is a high priority ..."

Ministry of Immigration
and Integration

Transparent services

The Ministry of Immigration and Integration is yet another central authority in Denmark which has chosen IHLP as its ITSM platform. Just before year-end 2015, the ministry entered into cooperation with iSpoc to use IHLP across work areas and teams in order to manage the many different service tasks which the ministry handles every day. The focus for the ministry was to find a system where clarity, flexibility and security were a high priority in order to ensure simple and well-functioning administrative procedures in the ministry It was also important that iSpoc maintains local Danish support on the system.

Fast commissioning in a busy environment

Since the ministry is a busy place of work with many employees and service users, and since there is a tradition of a high service level, it was an essential criterion that the new ITSM platform could be commissioned in a very short time, just a few weeks, without too many resource-demanding project meetings and cost-intensive consultancy activities.

In interaction with the Agency for Governmental IT Services

One of the areas where the ministry uses IHLP is for the management of users. User administration begins at Statens IT (The Agency for Governmental IT Services) and the HR department at the ministry, and important user access and allocations are handled through an integration between IHLP and Statens IT via IHLP.

Cases are processed between HR, IT and the security department at the ministry. Concerning the cooperation, Martin Niels Pedersen, Manager for Digitalization and Operations, says, "We look forward to spreading IHLP out in the organisation and expect that it will be embraced, since we have opted for an intuitive system where ease of use is a high priority".

Control of the ministry's equipment and processes

User administration in interaction with among other new initiatives which the ministry has on its agenda is the application of IHLP CMDB for the documentation of mobile phones and PCs as well as the implementation of several self-service options in IHLP, including the use of video for conferences, etc. In addition, the ministry is also to launch the use of IHLP Incident, Problem and Change, and will thereby achieve the desired overview provided by running these processes combined into one ITSM solution.

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