Foundation

1966

City of Ditzingen
Sector: Internal service provider
Employees: 4
More than 200 jobs
Ditzingen, Germany
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search for one inventory solution and a helpdesk, which allows support cases to be processed quickly and thus increases user satisfaction. Synergy effects from the combination of both solutions should be produced

Challenge

As an internal service provider, the IT department of the city of Ditzingen looks after the core city with three sub-towns and a total of more than 200 jobs with four employees. The area of ​​responsibility ranges from needs and financial planning to procuring the equipment for the IT workstations to the installation of hardware and software, training, support requests and responsibility for the smooth operation of the network.

In 2009, a major software rollout was implemented. To do this, an Access database that had served as a helpdesk replacement had to make way for a professional solution. A new inventory was introduced parallel to the rollout. The objective was to create an efficient structure that would allow support cases to be processed quickly and thus increase user satisfaction.

A lot of information about IT jobs plays an important role for IT service providers. Procurement data, warranty periods, hardware and software versions or software contract and financial data for budget planning must be directly available when required. Support can only get an idea of ​​the situation and take the necessary steps without wasting any additional time if these are available quickly. Since today many processes and data are only available in digital form, the error-free function of the IT workplace is absolutely necessary.

The aim is to keep downtimes as short as possible. Suitable solutions have been sought for a long time. The two products Asset.Desk and HEINZELMANN Service.Desk were able to meet exactly the requirements we were looking for, and the linking of the two products opened up completely new possibilities.

Solution

Already in 2009, with the help of FCS, the entire IT inventory was Asset.Desk recorded in order to map the structure of the IT landscape. The master data of the users and the recording of the commercial data was done manually.

The user master data are now regularly updated by Asset.Desk in the HEINZELMANN Service.Desk imported. This function saves a lot of additional recording effort and you can achieve significantly faster response times.

Parallel to the inventory, the HEINZELMANN Service.Desk Initially only used as an internal tool to keep to-do lists, record times, assign tickets and better visualize work. In the case of support cases that are brought up by email, phone call or in person, a corresponding ticket is opened and processed. The productive operation started at the beginning of February 2012. Since then, the networked user has been able to open and edit tickets himself.

project success

So far the feedback has been mostly positive. Training for ticket entry in the new system was not necessary. An internal, central information platform and illustrated brief instructions, in which the individual steps for entering a ticket are described, were made available to the employees internally. The majority of users now feel much better looked after. Because as soon as a supporter takes over, edits or closes a ticket, the user automatically receives an e-mail in which this action is reported.

The user can also edit the ticket and add information for the supporter. This makes everyday work easier, especially with different working time models. An important point was also to increase the independence of users when taking tickets. Templates for the common support topics were made available. The user can select the appropriate Vorlage select and only needs to add a few details. For example, when taking a ticket for a paper jam on their printer, a user can select the device directly from the inventory pool in the background and link it to the ticket.

The HEINZELMANN Service.Desk is a pure web application. How are support requests from users who do not yet have access resolved?

Most of the workplaces are networked. There are still a few branch offices that cannot yet create their own tickets due to a lack of network connection. The path that has been taken in recent years will continue to be followed here. These users call the IT department and describe their problem. Then the ticket, which is directly assigned internally to the corresponding supporter, is recorded in the helpdesk. However, in order to be able to involve all employees on an equal footing, the options for network connection for these facilities are currently being explored, on the one hand, or alternatively, the introduction of a email module checked in the helpdesk. This module automatically generates tickets from emails that are sent to a specific email address. That would be a big step towards the goal of increasing efficiency when processing support cases and thus user satisfaction.

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