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Service Management boosts IT Service
performance at publishing group Weltbild
case study:
Verlagsgruppe Weltbild
Clear management
reports are just one Electronic mail-order business via the internet is gaining more and more in importance. Through the
of the many benefits
development of shop systems Weltbild has been successful in this market sector from the outset. The
of Axios Systems’
assyst Help Desk products specifically designed for the internet of course require to be maintained and developed further.
and IT Service
Management The main reason for starting the search for an IT Service Management system was the drive to improve
software, according customer service.
to Markus
Wachinger, The Company
who works for
Germany’s largest Based in the Bavarian town of Augsburg, Verlagsgruppe Weltbild is an internationally successful publishing
publishing and and mail order company with around 3,000 employees in Germany and abroad, which in 2004 generated
book mail order a turnover of €1bn (£0.67bn). Weltbild sells media products and publishes books and magazines. The
company. 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.
The Service Desk in Augsburg currently provides user support at the Verlagsgruppe Weltbild, which, among
others, 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. “We
would like to reduce this but at the end of the day we are the service provider and have to respond to our
customers’ wishes and requirements”, Markus Wachinger explained.
The Selection
“It was important for us to install a comprehensive product which included all modules
such as Incident Management, Change Management, Configuration
Management 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.”
over
the solution was assyst >
case study : “ assyst “
tells us how well our IT processes are functioning and enables us to
meet our customers’ expectations.
Verlagsgruppe Weltbild
The Service Desk answers hundreds of calls a week, resolving just under two thirds
Change Known
of them at first level. At the same time a growing number of external suppliers have Error
to be included in the Incident Management process. This can easily be documented
and even automated to some extent with the assyst functionality. ITIL processes in assyst underline the quality of
support at Verlagsgruppe Weltbild
Just by glancing at a report generated from assyst, IT Service staff at Weltbild
can tell where the critical points are - for instance how many call-backs a service
department has received from customers after problems have been reported in a Benefits and Future
specific problem category.
“One of the greatest benefits of assyst is that it provides us with data which helps us evaluate
The IT department at Verlagsgruppe Weltbild has basic Service Level Agreements how well our IT processes are working. This enables us to meet the expectations of our end
(SLAs) with the distribution centre which stipulate requirements for system users”, commented Markus Wachinger, Head of User Services at Verlagsgruppe Weltbild.
availability, reaction and problem resolution time.
“My experience is that it’s easy to sit around a table and declare that you want to improve and
“SLA Management is very important for us. Although we do not have any formal speed up support processes. Everyone nods their head and says ‘Sure, let’s do it!’ But nothing
SLAs with the end users at the moment, it provides us with the evidence that tells happens because nobody knows where to start.”
us whether we are meeting our targets”, Wachinger went on. “This information
indicates how good our support really is.” “Now we can put something on the table in black and white, showing how we performed last
month or compared to last year. We have a basis from which we can plan and control. We
This information is helpful when it comes to concluding external SLAs because it is can now talk about specific ways in which we can re-organise our activities and improve our
used to determine service costs. performance.”
more
case study:
The Credentials Verlagsgruppe
Weltbild
“It also allows objective reporting. Facts are clearly set out in reports that help us
understand and optimise our processes. In order to achieve efficient Service Management
it is particularly important for us to measure our reaction and resolution times and the
time we spend on support activities.”
“Because assyst is based on ITIL, all the required functionality is already included in the
product. This is a great advantage.”
"We chose assyst based on our long term objectives, which were
to implement ITIL and a solution that would support this."
assyst@ax i o s s y s t e m s .c o m
w w w . a xiossystems.com