Fiberstaden is a municipally owned company responsible for IT operations in the municipalities of Nordanstig and Hudiksvall, as well as their companies and foundations. Its activities include IT services for socially important functions such as schools and care, as well as the city network business area, with the delivery of broadband, television and other digital services.
Needs
● Bring order and structure to a growing and increasingly complex IT delivery.
● Create clarity in roles, responsibilities and working methods from the strategic level to operational management.
● Be able to prioritise correctly between socially critical systems and less critical services.
● Ensure traceability, documentation and follow-up.
● Move from reactive management to a more data-driven and proactive approach.
Solution
● Introduce the Nilex service platform as a shared support system for structured case management and IT service management.
● Collect incidents, requests and changes in a system with clear flows and roles.
● Use a self-service portal and multiple case channels for better dialogue and transparency with users.
● Link cases to services and categories to create useful data and enable analysis.
● Support the organisation’s working methods through a common "digital playing field" where everyone knows what the next step is.
Results
● Better control and overview of cases, services and dependencies.
● Clearer prioritisation of resources based on business-critical factors and impact.
● Ability to follow up, analyse and improve delivery using statistics and reports.
● Increased security in the delivery of socially important IT services.
● More professional and predictable delivery, resulting in a better customer experience.
Fiberstaden as a reliable and structured IT partner.
In recent years, demands for digitisation, security, sustainability and documentation have increased significantly. For Fiberstaden, this meant that IT work needed to be more than just functional technology. It needed to be clear, consistent and possible to follow up on.
"Previously, there was a lot of focus on technology. Now it’s more about how we do it and why we do it. And security, not least, keeping track of who does what, when and why," says Lars Stolt, business developer at Fiberstaden.
The challenge: Order, responsibility and traceability
Fiberstaden provides IT services to businesses where the consequences of a failure can be critical. A medical records system in healthcare, for example, must function around the clock, while other systems can tolerate longer interruptions. In order to prioritise correctly, Fiberstaden needed to gain better control over its cases, services and dependencies.
At the same time, the organisation and its mission grew. More activities, more deliveries and more dependencies made it more difficult to get an overall picture. There was a lot of information available, but it was not always structured in a way that could be followed up.
"For us, it’s about getting organised. Knowing what we’re doing and why, in relation to the deliveries we have," says Lars Stolt.
Another key challenge was to clarify roles and responsibilities within the organisation. When many functions are involved in a delivery, common working methods are required to avoid ambiguity and duplication of work.
– If each role does not understand its responsibility and purpose, it will not function. Then you are not playing as a team.
Structured case management with Nilex
To meet these increased demands, Fiberstaden uses the Nilex service platform to support structured case management and IT service management. The platform is used to manage incidents, requests and changes, and to link working methods from the strategic level down to operational delivery.
Cases can be created through several channels, including telephone support and a self-service portal, where users can track status and receive feedback. At the same time, Nilex is used to control how cases are prioritised, categorised and escalated within the organisation.
"It’s like a digital playing field. Cases move through different roles and functions, and everyone knows what to do next," says Lars Stolt.
From reactive management to data-driven decisions
An important part of Fiberstaden’s work is to distinguish between different types of cases and link them to a clear service structure. When everything ends up in the same queue, it becomes difficult to see patterns. By using Nilex to categorise cases and link them to specific services, data is created that can be analysed.
"If I can’t get reports, then I’m swimming in a fog. I don’t know where the problems are or where we should take action," says Lars Stolt.
With the help of statistics, Fiberstaden can follow up on recurring faults, identify risks and work more proactively both internally and together with suppliers. It also provides better conditions for ensuring quality in services that are important to society.
The result: Better control and more secure delivery
By using Nilex as an integral part of its working methods, Fiberstaden has gained better control over what is most critical to manage and how resources should be prioritised. This creates clarity both internally and in dialogue with customers.
"We keep track of our cases. We know what is most important right now and can better meet the customer’s needs. This means that the customer perceives us as a good supplier," concludes Lars Stolt.
