Trumpf creates decentralized IT processes and international transparency
With the rollout of a ITIL-certified helpLine solution, TRUMPF has significantly improved the performance of its international IT service processes for around 8,000 supported users at 40 locations. In addition, the helpLine asset management solution helps the corporation to organize its worldwide inventory. The IT service offers a main Web portal with user interface in the language of the country and benefits from a transparent service analysis.The result:
With helpLine, we offer international corporations such as the TRUMPF Group a professional incident and problem management based on ITIL. One great advantage is the transparent documentation of services. It delivers meaningful values for the comprehensive measurement of the quality of IT services. These KPIs are an effective support for the strategic development of the IT services.Read the user report from TRUMPF as a pdf!
Service level management ensures customer satisfaction for T-Labs
The experts and scientists of Telekom Innovation Laboratories (T-Labs) need primarily a functioning IT for their work. Therefore the Research and Innovation Unit of Deutsche Telekom has implemented a service level management according to ITIL V3. This resulted in increased customer satisfaction, improved transparency about the IT services and a definite relief in terms of the workload that can be automated. With helpLine, Telekom Innovation Laboratories introduced clearly defined IT services without jamming the research and innovation company into a straitjacket.The result:
With the reports from helpLine, we could indicate exactly to the management where, how and to what extent the IT is able to support the colleagues.