More visibility, faster follow-up, and better collaboration within IT operations
Clien: Liantis
Segment: Public Services
Expertise: Business Applications & Data Analytics I ITSM – Atlassian
For Liantis, a partner for self-employed professionals, employers and their employees in the world of work, an efficient and reliable IT operation is essential. The IT-department supports more than 2.000 employees and customers every day, requiring high-performing processes and strong collaboration between teams. As the organization continued to grow and its operations became more complex, the need arose to strengthen the existing approach and prepare it for the future.
Fragmented tools, limited visibility
Within Liantis’ IT organization, different teams were working with various systems: the Development team used Atlassian Jira, while IT Operations relied on a separate ticketing tool.
This approach supported the organization effectively for a long time. However, as processes evolved and collaboration between teams intensified, complexity increased as well.
The connection between systems became less transparent, making it harder to maintain a full end-to-end overview. Tracking resolution times, identifying bottlenecks, and smoothly transferring tickets between teams became their main challenges.
A tool is only support. We first look at people and processes, and only then at technology.
Tuteleers Tessa
Atlassian Practice Lead at Axians
Starting from real-life practice
Liantis saw this as an opportunity to simplify and strengthen its existing way of working and partnered with Axians. Instead of starting with technology, Axians began by closely observing and listening to everyday practices.
“A tool is only support. We first look at people and processes, and only then at technology,” says Tessa Tuteleers, Atlassian Practice Lead at Axians.
Through workshops, the teams mapped out the existing way of working as well as potential optimizations. The focus was not only on current processes, but also on how Liantis wanted to further develop its services in the future.
In this context, choosing Jira Service Management as the central ITSM solution was a natural step: it aligned with existing tools while offering the flexibility to further professionalize the organization.
Thanks to the central portal, we can respond much faster and better understand where delays occur.
Van Romphey Christophe
IT Operations Office Teamlead at Liantis
One central way of working
Step by step, a central service platform was built, bringing together all IT requests, incidents, and changes in one environment.
Through a new self-service portal, employees can easily log their requests, while underlying processes and automations ensure efficient follow-up.
“Thanks to the central portal, we can respond much faster and better understand where delays occur,” explains Christophe Van Romphey, IT Operations Office Teamlead at Liantis.
By automatically enriching and routing tickets, manual input is reduced, allowing teams to focus more on value-driven work. Processes involving multiple teams, such as onboarding, are now handled in a more structured and consistent way, supported by clear workflows and automation.
In the past, we didn’t have a complete overview of our incidents. Today, we do.
Ulens Tim
Product Owner at Liantis
More transparency and smoother collaboration
The main added value of the new approach lies in the transparency and collaboration it enables. Employees now have a clear view of the status of their requests, while IT teams work within a shared platform.
“In the past, we didn’t have a full overview of our incidents. Today, we do,” says Tim Ulens, Product Owner at Liantis.
This shared visibility makes it easier to prioritize, continuously improve, and collaborate more efficiently between teams. At the same time, the platform provides insights into performance and lead times, allowing Liantis to further refine its services.
A journey that continues to evolve
The implementation of the platform was not an end point, but the beginning of an ongoing evolution. New teams are being onboarded, processes are continuously refined, and additional automations are introduced where needed.
For Liantis, the real value lies not only in the technology itself, but in the way it was built and continues to evolve together with Axians.
The result is an IT operation ready for the future: more transparent, more efficient, and better aligned with the needs of the organization and its people.
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