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WENDIA ITSM
CASE STUDY
How to Support your Business Departments with ITSM Best Practice
CASE STUDY
Service Management and especially Self Service offe-rings can be used for much more than just incidents, problems or service requests. Statsbygg, Norway’s public-sector administration company for managing all state-owned property shows how IT Service Ma-nagement Software can be used to support processes and projects in Facility Management. After the suc-cessful implementation of Wendia’s POB in the IT department, Statsbygg soon realized that POB could be used to support other departments as well. So in 2011 Statsbygg launched their so called Service Square for all HR-related functions. Expanding the use of the ITSM tool suite POB, Statsbygg was able to do much more than just quality assurance of their IT services.
“In 2011, we implemented our Service Square to auto-mate and follow up on administrative tasks. The solution eliminated all the different post-it notes by the switch-board and on desks and gave us a lot of advantages”, says vice president in Statsbygg, May Liss Urang.
”POB makes sure that we don’t forget any calls. At the same time it improves transparency about the workload and performance of the administrative departments. Wendia’s solution provided us with data and KPIs clear-ly showing the amount of extra work that our recepti-onists were doing for example – which in turn gave us reasons for deciding to invest in automating the handling of calls”, May Liss says and continues: “Today all calls to the Service Square are registered and managed by POB and the yellow post-it notes that used to dominate the re-ception area are things of the past.”
How to Support your Business Departments with ITSM Best Practice
A case story about the added value of Service Management for HR processes
“We see that the users request forms for many different ty-pes of calls. Many users find it easier to register requests on their own, and through the forms we can ensure that all relevant information is included. This also makes things easier for the people working with the cases”, says May Liss.
Now, May Liss is looking at the automation of work processes to solve administrative headaches.
“Take admission cards for example – they take some time to make. If name, number and department are registered, the system can route the case on to approval and produc-tion, and notify via SMS when the card is ready. The whole process is simplified, and at any time we can see how far the card is in the process”, says May Liss.
The first version of the web portal for Statsbygg’s Ser-vice Square was created based on assumptions about the most important requirements and forms. It was hard to get clear feedback from the end users of the future portal, since they did not have any experience with Service Management or Call Management Soft-ware and the related processes. But after the solution had been up and running for a while the users got more involved.
Automation solves administrative headaches
The idea to implement ITIL Best Practices started with a survey showing that the IT department was not as good in delivering services as they thought they would be. They needed structured processes and the right sys-tem to support the processes. One of the reasons for choosing Wendia’s Service Management System POB was the effective integration to Outlook and calendar functions.
The goal was to establish a shared support function that comprised the operation, system and support that was rooted in all IT employees. The result was a bet-ter overview of the support process and a much more structured way of working.
The implementation of the Statsbygg’s Service Square was a relatively quick success because a technical versi-on of the portal, the so called Tech Square, had already been implemented in the IT department. IT had al-ready built up a significant competence in establishing ITIL processes in cooperation with external ITIL spe-cialists.
”Our IT is supporting many different locations in five regions. It provides support for a rather complex Citrix-based infrastructure for all users”, says Jonathan Baeza, POB system administrator in Statsbygg.
Making use of established ITIL processes
By continuously updating the two web portals with new functionality in POB, Statsbygg can continue their efforts to streamline both IT and administrative departments, be it user support, janitor services, prin-ting, filing, cleaning or other.
There is ample opportunity to increase quality making use of the investment that is already made. Inspired by the goal to offer more services and have less bureaucracy, the work to register and control staff and IT functions through web portals driven by POB continues at Statsbygg.
Continuously adding new functionality
• 135 users use POB to support 1,000 employees re-sponsible for all the state-owned buildings (2,350 buildings in 600 property complexes), split up on five geographical regions
• The Tech Square is the IT department’s customer portal that takes care of calls regarding the operation and development of the Citrix-based infrastructure. This portal has around 1,400 calls a month
• The Service Square is a SPOC (Single Point Of Contact) for the services provided by Administration and the Financial department regarding reception, cleaning, janitor services, library, printing and filing. They handle around 1,000 calls a month
POB in Statsbygg
ABOUTWENDIA NORWAY
Wendia Norway AS was founded in 1992 as the first partner of Wendia AG International.
With a team of 5 consultants with an average of 15 years’ experience of implementing POB, Wendia Norway is providing professional services, sales and support to its customer base in Norway.
Among Wendia Norway’s customers are midsize and large companies from different industries as well as government and public organizations such as Statens vegvesen , Norske Statsbaner (NSB), Bluegarden and NetNordic .
In the beginning of 2016 all Norwegian customers are migrated to Wendia’s new technology platform – POB G6.
Ivar Grong NessetGeneral Manager Wendia Norway
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