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"OTRS supports us in modeling and implementing efficient service and support processes to deliver consistently high quality to our customers."
Henrik Kindt - Head of Service Desk
SIEVERS-GROUP, Osnabrück
Agents: 90
Tickets/Month: 1.200
Web
SIEVERS-GROUP, Osnabrück

The path to good ticket processing – across 7 departments

Why OTRS?

The SIEVERS-GROUP uses the preconfigured OTRS solution for ITSM to enforce standardized ticket handling processes - for both incidents and service inquiries. In addition, the software supports the group with automated ticket creation when monitoring events occur.
“OTRS gives us enough leeway to map the existing SLAs with our customers, the broad range of services offered by the SIEVERS-GROUP and compliance aspects according to our specifications,” explains Henrik Kindt, Head of Service Desk at the SIEVERS-GROUP. The fact that relevant ticket data and agent time records are transferred to the company's own ERP system in real time is proving valuable.

Henrik Kindt identifies process management and access control lists (ACLs) as the most important components of the OTRS software solution for the SIEVERS-GROUP. There is a good reason for this, because seven specialist departments have to work together in a targeted manner. It is therefore important that ticket processing runs smoothly. There must be no loss of information and no overly cumbersome processes.

When deciding on OTRS, it was also important to the SIEVERS-GROUP that processes could be individually modeled and automated.

Impact of OTRS

Standardized processes for ticket handling
Transparent and efficient customer communication
Monitoring and control of service quality
Measurement of KPIs

Features Used

Process engine
Dynamic fields
CMDB
Web Services

Requirements

Transfer of relevant ticket data to merchandise management system
Time recording of the agents
Barrier-free internal collaboration during ticket processing
Mapping of different SLAs
Process automation
Possibilities for individualization

The challenge

Continuous improvement is the credo of the SIEVERS-GROUP: support should be more efficient and of a higher quality for customers. It also strives to optimize the services and products provided. In order to be able to control these factors in a targeted manner, the relevant KPIs (key performance indicators) first had to be made visible and measurable.
The challenge also included ensuring that the seven specialist departments - each with a different focus - processed tickets in a uniform manner. As a result of the SIEVERS-GROUP's highly diversified portfolio, the contract basis with different service level agreements (SLAs) is extremely varied.

It was precisely this complexity that needed to be mapped by a new system. Both business and technical processes needed to be standardized. It was clear that the software solution they were looking for had to offer many options for customization. Only in this way would it be possible to merge and harmonize the ticket processing of the various departments.

The solution

This has now been achieved. “With the help of OTRS, we were able to model and implement standardized processes for ticket processing throughout the company,” reports Henrik Kindt. This results in two key advantages: First, thanks to OTRS, it is possible to communicate with customers much more transparently and efficiently. Secondly, by measuring relevant KPIs, the SIEVERS-GROUP is able to monitor its service quality in a targeted manner and improve it immediately if necessary.
“Reported service inquiries and incidents from our customers are now mapped via a standardized process - from receipt of the report at the service desk to technical completion in the specialist department,” says Henrik Kindt. As a result, agents can now move smoothly through the individual steps of ticket processing.

The Head of Service Desk also appreciates the advice provided by OTRS AG, who speaks of efficient and results-oriented appointments. “The consultants have always been competent and always think through our requirements in a solution-oriented manner,” he reports. And, even if the first-level support cannot help straight away in some cases - a characteristic of this support level - the second-level support provides competent and prompt support for inquiries.

There are already plans for the future use of OTRS: The SIEVERS-GROUP would like to expand the CMDB (Configuration Management Database) in the short to medium term. This is to take place in the course of process modeling for change management. The group is also planning to introduce problem management with the help of OTRS.
SIEVERS-GROUP, Osnabrück

The SIEVERS-GROUP is an IT system house and full-service provider for integrated IT solutions. The company employs around 350 people at its headquarters in Osnabrück (Germany) and its subsidiary in Kaarst (Germany).

The SIEVERS-GROUP’s business model is based on the three interrelated pillars of consulting, solutions and operations. Accordingly, in addition to traditional support for its individually designed IT solutions comprising hardware and software, the group also offers the provision and operation of individual servers through to complex IT infrastructures.