Optimising international IT service
helpLine helps to efficiently design decentralised IT processes and create international transparency.
By introducing an ITIL-certified helpLine solution TRUMPF substantially improves the effectiveness of its international IT service processes. The Group also uses the helpLine asset management solution to organise its global IT inventory. TRUMPF is an international technology group specialising in manufacturing and medical technology. The company is one of the big established players in every world market, primarily due to its worldwide presence. Some 60 subsidiaries in 26 countries serve customers around the globe. In 2007-08, almost 8,000 employees worldwide contributed to the company’s success and generated sales of over two billion euros.
Managing international IT services with ITIL-based helpLine
“In introducing the helpLine service management solution we were aiming to improve the efficiency of our IT services and strengthen the teamwork of our IT departments in the different locations. The task was to create a solution that meets the various business requirements in the different countries through a high degree of flexibility,” recalls Mathias Staiger, Head of the IT infrastructure department at TRUMPF. To meet the TRUMPF Group’s need for high quality IT processes, the IT managers involved in realigning their service organisation leaned heavily on ITIL best practice. There they came across helpLine, a comprehensive IT service management solution that can be flexibly customised to meet the needs of different locations.
Centralising key information
“Until now, our subsidiaries’ IT departments have been looking after users themselves, in-house,” says Staiger of the situation prior to the helpLine project. So an important issue when introducing the helpLine solution was to create a standard platform that the corporate group’s decentralised IT departments could use for their service processes. Responsibility for the IT was to continue to lie with the individual
companies. A crucial benefit is that staff get all the information they need from the helpLine service desk. “In this way, the different IT departments benefit from a company-wide transfer of knowledge. This makes resolving many problems quicker,” says Staiger.
Communicating in the national language
“For us, a further plus-point of the helpLine solution was the helpLine portal which we at TRUMPF are now using around the world. The user interface is available in each national language, not just in German and English,” explains Staiger. The use of tickets enables users to see the status of any query at any time. This creates transparency and reduces the number of follow-up calls from internal IT customers.
Detailed reports identify potential improvements
“The helpLine DashBoard brought us a further improvement,” adds Staiger. “With this tool we can generate detailed analyses for IT controlling and for strategically planning IT services. We get the information we need in a very clear format and this helps us plan our IT service upgrades.”
“Using helpLine, we’re now giving the TRUMPF Group’s international companies a professional, ITIL-based incident and problem management system which
enables us to offer impressive flexibility. One major benefit for the Group’s central IT management is the fact that service activities are being documented ransparently. It means we have meaningful values for thoroughly measuring the quality of IT services. These key indicators are highly effective in helping us to strategically upgrade our IT services.”
Mathias Staiger, Head of IT Infrastructure Dept., TRUMPF GmbH + Co. KG
Service management solution successfully implemented
helpLine is now controlling and documenting the complex processes in the IT department’s incident and problem management for over 85 people at TRUMPF’s head office in Ditzingen. The same applies to the 130 IT staff at the different locations who can now access a central information platform. The solution, which has been gradually rolled out to the locations since the go-live in July 2007, has gone down very well with the IT staff, because it substantially lightens the
workload in the IT service and helps assure and improve service quality.
Installing a comprehensive asset management system
Alongside optimising control of their international service processes, asset management is another issue for TRUMPF’s IT managers. “Up till now, the various national companies maintained and managed the IT inventory in a variety of databases. But generating an overview of our current equipment,or assigning IT assets to particular cost centres was giving us major problems,” explains Staiger. For this reason, in a second project phase, TRUMPF now intends to install a configuration management system
for all the IT assets. This has already been accomplished in Germany and Switzerland. The aim of this database is not just to consolidate the numerous IT inventory lists but also to provide a central information basis for staff in other departments and thus bring greater transparency, as they get a system access for their data. The aim of the configuration management system is to make it easier to document any changes in an asset. For this purpose, the different departments’ IT databases will first be merged. This will create a consolidated database of all TRUMPF’s IT assets worldwide.
Transparently managing and controlling the global IT inventory
This consolidated database will then be put into the helpLine database. In this way, it can be used as the basis for the solution
being developed to manage and control the IT inventory such as PCs, mobile phones and servers. helpLine’s software experts are currently working closely with SAP to develop a cross-system solution for this. Via the centralised asset database linked to SAP, this will support all the processes in the life cycle of the IT inventory. The entire cycle, from procurement to disposal of an IT asset, will be processed using a bidirectional interface between helpLine and the SAP
modules SAP MM (Materials Management) and SAP AM (Asset Management). “Now it’s not just the IT department that’s benefiting from the central configuration management system created using helpLine – because of simplified processes and reliable, centralised data storage, staff in purchasing, controlling and the cost centres are, too. In particular, we’ve succeeded in vastly improving the efficiency of crossdepartmental processes,” asserts Staiger.