Nacka’s ITSM yardstick: Swedish municipality gets Marval-ous

Nacka Municipality, Stockholm, Sweden, has gone live with the first phase of its implementation of MSM, an IT service management (ITSM) solution from Marval.


Nacka: streamlined support with a single point of operational contact (photo credit:

Marval is a ‘single-source supplier’ providing integrated ITSM software tools, consultancy, accredited ITIL training and other services.

Support services

Nacka Municipality elected to implement MSM to simplify and streamline the delivery of support services from its IT department to the rest of the organisation.

Its aims are to achieve service improvements by the introduction of ITIL best practice processes to ensure professional, effective and efficient customer support.

Martin Olsson project manager at Nacka Municipality explains why Marval’s MSM solution was selected, “We chose MSM based on its competence as an ITIL-certified ITSM tool and its well-integrated knowledge management. As we started implementation we found that MSM’s mature framework for services and processes helped further define and develop our services, which was a welcome surprise.”

Primary considerations for implementing MSM included

[list type=check_list]

  • Introduction of a formal, centralised, single support system for incident, service request, problem, change and release management.
  • Achieving higher levels of first time fix rates with help from the tool by using MSM’s knowledge item database.
  • Delivering quality management information and meaningful reporting.


By creating an operational ‘Single Point of Contact’ and effective first line service desk team, Nacka Municipality is able to become more proactive in its service management approach to provide an improved service for its customers.

About Nacka Municipality

Nacka Municipality (Nacka Kommun) is a municipality in Stockholm County, Sweden just east of the capital Stockholm. It has a current population of around 96,000 and is one of Sweden’s fastest growing districts with an estimated population increase of 25,000 over the next 10 years.


About Adrian Bridgwater

Adrian Bridgwater is a freelance journalist specialising in cross platform software application development and data analytics as well as all related aspects of software engineering and project management.   Adrian is a regular writer and blogger with Computer Weekly, Forbes, The Register and others. His journalistic creed is to bring forward-thinking, impartial, technology editorial to a professional (and hobbyist) technology audience around the world. His mission is to objectively inform, educate and challenge.
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