For a company from the automotive industry, handz.on is transferring IT processes to a new ITSM system
handz.on is migrating IT processes to a new ITSM system for a company in the automotive industry.
After being spun off from a large parent company, a German solution provider for intelligent transportation systems had to restructure its IT processes.
To support this transformation, the company chose an IT Service Management (ITSM) solution that ensured ITIL compliance and met the requirements for various IT certifications — including ISO 27001.
The expert team at handz.on supported the implementation of the ITSM system, oversaw the realignment of IT processes, and continues to be responsible for customized adjustments to both layout and process strategies — ensuring the solution is tailored to the company’s specific needs.
One year after the introduction of the new ITSM system, incident, service request and problem management are now being handled by the solution. Since then, the company has not only benefited from significant savings in working time and increased efficiency thanks to perfectly implemented processes and their versatile evaluability with regard to various KPIs.
The communication channels and consequently the response times are also significantly shorter, as the company receives everything from handz.on, from development to consulting, from a single source and does not have to purchase and coordinate additional expertise from third-party providers.
The handz.on experts configured the ITSM system to make the incident management workflow more efficient. Thanks to a bidirectional interface, employees can not only create tickets internally, but also send them directly to the service provider’s incident management system. Via the interface, they can see in real time when the service provider adds comments, updates the ticket status or when the problem has been resolved.
Among other things, the handz.on team has integrated an orchestration tool for software management into the service request management, which is used to automatically manage the releases for software orders and deliver the corresponding software to the respective workstation.
A somewhat more complex example of the individual adaptation of a workflow or the configuration of a process is the categorized processing authorizations of service requests. In this case, there are different processes for the different characteristics of the respective service request. The respective request is routed through the workflow using corresponding selection trees.
An example: Max Mustermann would like to create a new user group. In the first step, his manager receives a notification that there is a new ticket, which he should check and authorize. As soon as it is clear whether the requesting user is allowed to create a new group, his line manager authorizes the ticket and it is automatically forwarded to the next processing group according to the categorization. In this case, these are the employees who are authorized to make changes in the Active Directory. They then create the new user group.
Depending on what else the user has requested or ticked in the request, the request is then forwarded again once this step has been completed. If, for example, sharepoint access is also to be created, there is another responsibility for this. As soon as all defined work steps for this service request have been completed in the process, the ticket is sent back to the user as completed, who can then check whether everything is correct or whether further processing is required.
The company is more than satisfied with the performance of the handz.on team of experts and the collaboration. In particular, the proactive advice and the many ideas that the team contributes and implements precisely are highly appreciated. Before handz.on took over the project, it was slow and faltering. One of the reasons for this was the uncoordinated involvement or lack of cooperation between several subcontractors. But that is history, as the resources are now bundled at handz.on.
Looking to the future, the company plans to transfer the change management system, which is currently still under construction, into the ITSM system. Here too, the company is benefiting from the process-based consulting approach of the expert team, which is working with the customer to implement the system step by step with the help of a wealth of experience and tailored best practices.
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