Initially, Accace had completely outsourced their IT. As the company grew and this approach proved insufficient, a distinct IT department began to emerge within the organization. With staff numbers growing, it was time to rethink the organization and provision of IT services. With one shared email inbox, which received up to 5,000 emails per month, IT staff had difficulty tracking the number of tickets being resolved and users became dissatisfied. Each of the branches paid a monthly fee for the central IT services provided, and the initial situation made it hard to tell whether the funds spent corresponded to the service delivered. A solution was needed that could measure services and make IT a reliable service provider, and a transparent partner for the rest of the business.