IT realignment after a carve-out: A structured approach to a certifiable ITSM system.
A German provider of intelligent transportation technologies used the carve-out from an international group as an opportunity to redesign its IT from the ground up. We from handz.on accompanied this journey with a structured approach and a focus on future-proof, certifiable processes.
Carve-outs are the spin-off of a business unit from an existing company and always entail complex challenges. These relate to legal, organizational and, above all, technical aspects. In this case too, it was clear early on that a complete realignment of IT was required.
Together with our customer, we implemented a flexible IT service management system (ITSM) that is ITIL-compliant and at the same time creates the basis for ISO 27001 and other IT certifications. The result: leaner processes, greater transparency and IT that is ready for further growth.
The ITSM solution went live in spring 2024 and is now used for incident, service request and problem management. For the company’s IT department, this means saved working time and more efficient work overall, as processes are set up properly and can be better evaluated by setting up various key figures. Shorter communication channels also reduce response times. This is because handz.on provides the company with everything from development to consulting from a single source. Additional know-how therefore does not have to be purchased and coordinated via third-party providers.
Ticket handling is transparent to everyone
Since the introduction of the IT service management system, we have been continuously adapting the solution together with the customer – both in terms of the layout and the workflows of the individual process strategies.
One key example is the optimization of incident management. Here, we have expanded the workflow and ticket creation so that support requests are simultaneously transferred to the internal ticket system and directly to the incident management of the external service provider via a bidirectional interface.
This enables maximum transparency: changes to the ticket, such as new comments, status changes or closure after problem resolution, are visible to everyone involved in real time.
Customization of workflows
Further individualization of IT service management was implemented in the area of service requests. We have set up categorized processing authorizations that ensure that different versions of a service request are each guided through their own defined processes. Using structured selection trees, the respective request is automatically routed through the appropriate workflow.
An example: If an employee wants to create a new user group, the responsible supervisor is first informed via an automatically created ticket. After checking, the ticket can be released. In the next step, it is forwarded to the responsible processing group – in this case to employees with authorization to make changes in the Active Directory. They then create the requested user group.
Depending on the scope of the original request, further forwarding takes place. If, for example, additional access to SharePoint is required, the process is transferred to the responsible instance, which sets up this access. As soon as all the steps defined in the process have been completed, the ticket is returned to the requesting user as completed. The user can then check whether all requirements have been implemented correctly.
In addition, an orchestration tool for software management has been added to Service Request Management. This enables the automated processing of software releases and the delivery of the corresponding applications to the respective workstation.
Click here for the article from It-daily.net.
