Success Story: HOVAL Aktiengesellschaft

HOVAL Aktiengesellschaft

01.04.2026

Industry

Heating and climate solutions

Location

35 locations across Europe

Scope

2,500 end users 100 specialists 20,000 tickets per year

Replaced tool

Landesk

Our requirements

▪ Easy administration ▪ Fast implementation ▪ More standardization ▪ SaaS solution ▪ Powerful CMDB ▪ ITIL-aligned processes ▪ High performance & reliability

Solution

Xurrent® combines ITSM with ESM and SIAM capabilities making it possible for all internal departments, such as IT, HR and FM to work seamlessly with each other, as well as with external managed service providers.

FROM CLASSIC ITSM TO A HIGH-PERFORMANCE SAAS PLATFORM WITH XURRENT

Hoval is one of the leading international companies for heating and indoor climate solutions. With more than 80 years of experience and a strategic presence in 16 countries, Hoval is committed to its responsibility for energy and the environment, which the company fulfills with an intelligent combination of different heating technologies and individual indoor climate solutions.

But how do you make the shift from an established on-prem tool to a modern, standardized and high-performance IT service management solution? That is exactly the journey Hoval mastered together with blu Systems.

Xurrent combines strong performance & stability, lots of out-of-the-box functionality, a focus on standards, a fair licensing model, transparent costs, intuitive usability and a powerful knowledge base in a single tool.

“Xurrent is an extremely powerful ITSM tool that never stops amazing us.”

Bernd Jank Head of Service Desk

THE IMPLEMENTATION

Go-live took 6 months and included:

■ SCCM interfaces ■ CMDB ■ Change processes

“The implementation was very fast and smooth, with a reasonable level of support effort.”

Xurrent is now Hoval’s central service platform. All IT service management staff work in the system every day. SAP, key users and Finance & Controlling are actively involved as well. With around 20,000 tickets per year, the majority of requests are handled in a structured and transparent way. 80% of tickets come in via the self-service portal – clear proof of how well the tool has been adopted.

XURRENT IS AN IT UPGRADE FOR ALL SPECIALISTS

■ Self-service as a game changer: 80% of all tickets come in via the portal

■ Clear cultural shift toward greater personal responsibility

■ Performance & system availability noticeably more stable and faster

■ Flexible ticket classification thanks to categories that can be changed later

■ Centralized knowledge base with AI optimizations and continuous improvements

■ Reporting & transparency with powerful reports, including for key users

■ Web shop with a much simpler ordering process

■ Simple & recurring workflows

■ Fast bulk changes

■ Weekly feature updates

XURRENT IS AN IT UPGRADE FOR ALL SPECIALISTS

■ Self-service as a game changer: 80% of all tickets come in via the portal

■ Clear cultural shift toward greater personal responsibility

■ Performance & system availability noticeably more stable and faster

■ Flexible ticket classification thanks to categories that can be changed later

■ Centralized knowledge base with AI optimizations and continuous improvements

■ Reporting & transparency with powerful reports, including for key users

■ Web shop with a much simpler ordering process

■ Simple & recurring workflows

■ Fast bulk changes

■ Weekly feature updates

MODULES IMPLEMENTED

■ Incident Management

■ Knowledge Base

■ Asset Management (CMDB)

■ Self-Service Portal

■ Change processes

■ SLA Management

■ Service Catalog

■ Agile Boards

■ App deployed

■ Reporting

■ Web Shop

■ Broadcasts

INTERFACES

■ Software distribution via SCCM

■ SCCM CMDB import

■ Intune & Azure device import

■ PRTG

■ Azure Automate

■ SOC alerting

■ Entra ID

CONCLUSION

The introduction of Xurrent was a clear success. Despite a challenging start, the switch has paid off: better performance, greater stability, transparent KPIs and a self-service rate of 70% speak for themselves. Beyond the technical modernization, one thing above all was achieved: a noticeable cultural shift toward greater personal responsibility, standardization and continuous improvement in service management.

“Perhaps the greatest success? Not just the technical transformation, but the noticeable will across the company to actively improve processes and use the full potential of the platform.” Bernd Jank

Download the success story here:

“A big thank you to the entire Hoval team. The success was not just down to the system, but to our shared ambition to grow.”

Yannic Steinberger Project Manager blu Systems