founded

2007

Federal Office of Justice
Industry: Authority
Employees: > 1.200
Bonn, Germany
Website ›

search for one powerful, adaptable and web-based helpdesk solution, which allows the integration of an IT asset management solution

Challenge

The Federal Office of Justice was set up in Bonn on January 01.01.2007st, XNUMX and, as the higher federal authority within the portfolio of the Federal Ministry of Justice, is responsible, among other things, for international legal transactions, the register system, the prosecution and punishment of administrative offenses and tasks of the general administration of justice, which are the responsibility of the federal government fall, responsible.

The IT department of the Federal Office of Justice used a classic client-server solution for its helpdesk until 2007. A confusing scope of services and severe performance difficulties ultimately led to the decision to introduce a leaner and more flexible solution.

After a market survey and some test positions, the HEINZELMANN Service.Desk push through.

The product used previously consisted of a ticket system and – inextricably linked to it – IT asset management. The time required for the initial adaptation of this software to the company, the sluggishness of the client from a visual and technical point of view and the unusability of the alternative web client were further decisive reasons to look for a new tool and a lighter solution for the user helpdesk area.

Solution

The Federal Ministry of Justice and the deputy head of department for system support/printing center/user support, Martin Grabautzky, found what they were looking for at FCS, whose products were not unknown because they had already been considered when the predecessor was selected.

Due to the now increased range of functions, the helpdesk solution took center stage this time and was introduced after a successful test phase in the Federal Office of Justice.

He is served HEINZELMANN Service.Desk via a web-based interface, which means that the ticket system can be accessed from any workstation. The views can be adjusted by the user or the administrator. In addition to the frontend, the backend is of course also important. At the time the product was selected, operation on an Oracle database was also possible in addition to database support for Microsoft SQL Server. The open database structure allows you to program your own scripts or views to complete your own tasks.

The crucial point for the acceptance of a product is the support. The software provider should process acute incidents with due care and haste. Bugs or feature requests should be eliminated or implemented by the provider with each new software release. The speed of a solution is also important. Both of these points are given in the FCS solutions.

project success

The main task of the HEINZELMANN Service.Desk is the use as a classic ticket system for the user helpdesk of the 1st and 2nd level support. The typical cases that are usually received via the hotline range from toner replacement to fault reports about defective computers. For recurring or frequent messages, the two HEINZELMANN Service.Desk Additional modules TEMPLATE, which significantly speeds up ticket entry, and the additional module E-MAIL used. The E-MAIL module and the corresponding service check a specific mailbox for new e-mails at regular intervals. If a user sends an email to this mailbox, a new ticket is created. Likewise, when the user responds to a ticket opening or ticket processing email, a new entry is automatically generated.

Further plans: The integration of the product Asset.Desk is already implemented. The hardware and software inventory provides the supporter in the helpdesk with valuable information about the system used. Conversely, the corresponding tickets in the device book of Asset.Desk deposited.

If a branch office is operated, the colleagues and also the user advisors on site carry out their tasks via terminal service. It is helpful that the helpdesk solution is web-based.

Against the background of further growth in staff, both the volume of work and the number of supporters will increase. According to Gabautzky, the HEINZELMANN Service.Desk able to cope with it without any problems.

The Federal Office of Justice keeps the helpdesk solution and web server available on a virtual machine. Only the database server is centralized. Further scaling was and is not necessary to this day, as the product works satisfactorily. Another advantage is the open database. It allows you to adapt, supplement and update data records in your own script.

Do you have more questions?