Linde Gas Case Study

Digital Workplace Transformation & IT Service Excellence

Modernising the digital workplace across 36 EMEA countries while strengthening IT service management, improving operational stability and enhancing the user experience.

At a Glance

• 36 countries — Regional service management across EMEA

• Approximately 13,000 users — Workplace and infrastructure services supported

• 120 FTEs — Regional service delivery environment

• 50% reduction — Severity 1 incidents

• 40% reduction — Severity 2 incidents

• 72% → 85% — Improvement in user satisfaction

The Challenge

Linde Gas operated a complex regional IT environment supporting approximately 13,000 users across 36 EMEA countries.

The workplace technology landscape required significant modernisation, including the transition from Windows XP to Windows 10 and the migration from Lotus Notes to Microsoft Office 365.

Alongside these technology changes, there was an opportunity to strengthen IT service management practices and improve the consistency and reliability of operational service delivery across the region.

The challenge was twofold: modernise the digital workplace across a geographically distributed organisation while improving the operational processes needed to deliver stable, high-quality IT services.

My Role

As Regional Service Management Leader, I was responsible for infrastructure and workplace service management across 36 EMEA countries, supporting approximately 13,000 users and a service delivery environment of around 120 FTEs.

My focus covered both workplace transformation and operational excellence.

Key areas of responsibility included:

• Digital Workplace Transformation — Supporting major migrations from Windows XP to Windows 10 and from Lotus Notes to Microsoft Office 365.

• Regional Service Management — Coordinating infrastructure and workplace services across a complex, multi-country environment.

• ITSM Process Improvement — Strengthening operational practices, including change management, to improve service stability and reduce disruption.

• Service Performance Management — Improving incident management, operational control and the consistency of service delivery.

• User Experience — Driving improvements in service quality and user satisfaction.

The objective was to combine technology modernisation with stronger operational discipline and a more effective service delivery environment.

The Transformation Approach

1. Modernising the Digital Workplace

The workplace transformation involved two significant technology transitions.

Windows XP to Windows 10

Modernising the desktop environment required coordinated planning and implementation across the regional user base, with attention to operational continuity and consistent workplace standards.

Lotus Notes to Microsoft Office 365

The transition to Office 365 modernised the productivity and collaboration environment, supporting the move towards contemporary workplace tools across the organisation.

Together, these initiatives represented substantial change for users, support teams and regional IT operations.

2. Strengthening IT Service Management

Technology upgrades alone do not guarantee reliable IT services. Strong operational processes are equally important.

A key area of focus was improving ITSM practices, particularly change management, to strengthen control over operational changes and reduce the risk of service disruption.

This work addressed the underlying practices supporting day-to-day IT operations rather than treating incident reduction as a direct consequence of the workplace migrations.

3. Improving Service Performance

A stronger focus on service management and operational discipline supported improvements in incident performance.

By strengthening the processes used to manage IT services, the organisation achieved substantial reductions in high-severity incidents, contributing to greater operational stability.

4. Enhancing the User Experience

Service quality was an important measure of operational effectiveness.

Alongside the broader transformation and service management improvements, user satisfaction increased from 72% to 85%, reflecting a stronger overall service experience.

Business Impact

The combined focus on workplace modernisation and service management delivered measurable results across the regional IT environment.

Digital Workplace

• Migration from Windows XP to Windows 10.

• Transition from Lotus Notes to Microsoft Office 365.

• Workplace and infrastructure services supporting approximately 13,000 users across 36 countries.

IT Service Excellence

• 50% fewer Severity 1 incidents, improving the stability of critical IT services.

• 40% fewer Severity 2 incidents, reducing significant service disruption.

• User satisfaction increased from 72% to 85%, demonstrating an improvement in the overall service experience.

The incident reductions were associated with improvements in ITSM practices, including change management, rather than being attributed solely to the workplace transformation.

The Outcome

The work combined significant workplace technology modernisation with a stronger approach to IT service management.

The organisation progressed towards a more modern digital workplace while improving operational stability and user satisfaction across a complex regional environment.

The experience demonstrates an important principle of enterprise IT leadership: successful transformation requires both modern technology and the operational processes needed to make services reliable, consistent and effective.

Technology Transformation. Operational Excellence.
Better Service.

At InfraXon, I combine international infrastructure leadership with practical experience in digital workplace transformation and IT service management.

I help organisations modernise their technology environments, strengthen operational governance and improve the services their people depend on every day.

Planning a workplace transformation or looking to improve IT service performance?

Let’s discuss how experienced technology leadership can help your organisation deliver lasting results.