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Axios Systems: Verlagsgruppe Weltbild ITSM ITIL Case Study

Axios Systems: Verlagsgruppe Weltbild ITSM ITIL Case Study

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Published by AxiosSystems
Based in the Bavarian town of Augsburg, Verlagsgruppe Weltbild is an internationally successful publishing and mail order company with around 3,000 employees in Germany and abroad, which in 2004 generated a turnover of €1bn (£0.67bn). Weltbild sells media products and publishes books and magazines. The publishing group’s 17 million customers value its brand, the multi-channel sales strategy and the carefully chosen products along with their attractive prices. The results of a recent survey show that 7 out of 10 people in Germany know the "Weltbild” brand. It is synonymous with quality and credibility in the media sector.

Discover how Verlagsgruppe Weltbild used assyst from Axios Systems to apply ITIL best practice, extend the availability of their service desk and reduce operational costs.
Based in the Bavarian town of Augsburg, Verlagsgruppe Weltbild is an internationally successful publishing and mail order company with around 3,000 employees in Germany and abroad, which in 2004 generated a turnover of €1bn (£0.67bn). Weltbild sells media products and publishes books and magazines. The publishing group’s 17 million customers value its brand, the multi-channel sales strategy and the carefully chosen products along with their attractive prices. The results of a recent survey show that 7 out of 10 people in Germany know the "Weltbild” brand. It is synonymous with quality and credibility in the media sector.

Discover how Verlagsgruppe Weltbild used assyst from Axios Systems to apply ITIL best practice, extend the availability of their service desk and reduce operational costs.

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Published by: AxiosSystems on May 18, 2009
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06/14/2009

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E
lectronic mail-order business via the internet is gaining more and more in importance. Through thedevelopment of shop systems Weltbild has been successful in this market sector from the outset. Theproducts specifically designed for the internet of course require to be maintained and developed further.The main reason for starting the search for an IT Service Management system was the drive to improvecustomer service.
The Cmay
Based in the Bavarian town of Augsburg, Verlagsgruppe Weltbild is an internationally successful publishingand mail order company with around 3,000 employees in Germany and abroad, which in 2004 generateda turnover of 
 
1bn (£0.67bn). Weltbild sells media products and publishes books and magazines. Thepublishing group’s 17 million customers value its brand, the multi-channel sales strategy and the carefully chosen products along with their attractive prices. The results of a recent survey show that 7 out of 10people in Germany know the “Weltbild” brand. It is synonymous with quality and credibility in the mediasector.The Service Desk in Augsburg currently provides user support at the Verlagsgruppe Weltbild, which, amongothers, comprises of 250 book shops as well as offices in Germany, Austria, and Switzerland.It supports a vast range of products (140 PC software products alone) and different systems platforms.“Wewould like to reduce this but at the end of the day we are the service provider and have to respond to ourcustomers’ wishes and requirements”, Markus Wachinger explained.
The Seecti
“It was important for us to install a comprehensive product which included all modulessuch as Incident Management, Change Management, ConfigurationManagement etc., which can be activated by a click of the mouse. It made no sense to add a piecemeal of modules, one after the other.”“Products that required development workwere ruled out at a very early stage, becauseit would have taken too long to adapt theseto our requirements. We wanted an ‘out of the box’ product that we could get up andrunning immediately.”“When we were at the decision-making stagewe visited an existing Axios customer to gainan idea of the live operation of the software.We also used a point system that allowed usto evaluate the different products against alist of criteria. One of these criteria was theutilisation of a knowledge base.”
industry sector
 MEDIA
Cea maaemetets ae jst e the may eeits
of Axios Systems’
assyst
He Deskad IT SeiceMaaemetstwae, accdit MaksWachie,wh wks  
Germany’s largest
ishi adk mai de cmay.
ce y:VErlagsgruppE WEltbild
SErvICE MAnAgEMEnT booSTS IT SErvICEpErforMAnCE AT publISHIng group WElTbIlD
over 
the sti was
assyst
>
 
assyst
was simy idea items  ae  mey. Itwas the est dct  themaket ad is csey aiedt the ITIl ideies.”
Markus Wachinger,Head of User Services
The fte
Resetting of passwords is one of the main reasons why the percentage of calls that need to bereferred to second level support is higher than desired. For organisational reasons the ServiceDesk mostly cannot re-set passwords.“About 10% of all reported incidents are password-related”, Markus Wachinger said.“We could notably increase our first-fix rate if the Service Deskwas given the necessary privileges.”“We want to keep developing with
assyst
and implement additional modules such as FinancialManagement and build up a knowledge base in order to benefit even more from the solution.”
beeits ad fte
“One of the greatest benefits of 
assyst
is that it provides us with data which helps us evaluatehow well our IT processes are working. This enables us to meet the expectations of our endusers”, commented Markus Wachinger, Head of User Services at Verlagsgruppe Weltbild.“My experience is that it’s easy to sit around a table and declare that you want to improve andspeed up support processes. Everyone nods their head and says ‘Sure, let’s do it!’ But nothinghappens because nobody knows where to start.”“Now we can put something on the table in black and white, showing how we performed lastmonth or compared to last year. We have a basis from which we can plan and control. Wecan now talk about specific ways in which we can re-organise our activities and improve ourperformance.”
beeits
Aicati  ITIl bestpactice• Exteded aaiaiity  the Seice Desk• Imed maaemet  the IT iastcte• redced IT eatiacstsImed IT se satisactibette cst eiciecy det itea chai• Imed IT secity
ce y :
VErlagsgruppE WEltbild
assyst
tes s hw we  IT cesses ae ctii ad eaes s t
meet our customers’ expectations.
more
ITIl cesses i
assyst
deie the qaity  st at vease Wetid
CustomersLogistics Centre
SLA
ProblemIncidentKnownErrorAsset &ConfigChange
Call Centre
assyst
emerged as the clear winner both in terms of cost and performance.”“Another reason for choosing
assyst
was the fact that Axios has specialised in just one core product line which it develops for the long term. Customers have thesecurity of knowing that the product will remain on the market in future.”
The Sti
To start off with Weltbild introduced Incident Management, closely followed by Problem Management. Wachinger thought that he would not implement ChangeManagement for the first couple of years, however, it was in fact up and runningonly 3 months down the line. Asset data must be kept up-to-date to ensure thework that has been done collating them in the first place is not wasted. Any changein the hardware and software is now controlled via Change Management.“Time to implement was relatively short. It was important to us that the softwaresolution had integrated all ITIL modules, which was not the case with many applications.”The great bulk of Weltbild Verlag’s business runs through its Augsburg call centrestaffed by 300 operators and the nearby warehouse which ships customer orders.At peak times, such as Christmas, tens of thousands of items are being processedsimultaneously each day. The IT system which supports such an operation has tofunction flawlessly all the time.The Service Desk answers hundreds of calls a week, resolving just under two thirdsof them at first level. At the same time a growing number of external suppliers haveto be included in the Incident Management process. This can easily be documentedand even automated to some extent with the
assyst
functionality.Just by glancing at a report generated from
assyst
, IT Service staff at Weltbildcan tell where the critical points are - for instance how many call-backs a servicedepartment has received from customers after problems have been reported in aspecific problem category.The IT department at Verlagsgruppe Weltbild has basic Service Level Agreements(SLAs) with the distribution centre which stipulate requirements for systemavailability, reaction and problem resolution time.“SLA Management is very important for us. Although we do not have any formalSLAs with the end users at the moment, it provides us with the evidence that tellsus whether we are meeting our targets”, Wachinger went on.“This informationindicates how good our support really is.”This information is helpful when it comes to concluding external SLAs because it isused to determine service costs.

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