Carl Gross: Service desk with according to ITIL v3

Carl Gross has a long tradition of producing menswear, including suits, jackets, trousers, waistcoats, shirts, and ties, dating back to 1925. The company has production facilities around the world, a global network of dealers, and employs around 180 people. It opted for the ConSol CM help desk solution for its internal service desk.

The 20 to 50 service requests regarding system incidents, failures, or updates arriving daily are now centrally managed using defined and hierarchical workflows and are divided into requirement areas with different priorities. They affect incident management (an employee forgets the password for the ERP system), problem management (identifying and correcting a faulty program), and change management (a new server operating system or the introduction of a CRM solution). Each of these workflows has a clearly defined process and solution that requires a short amount of processing time only.

Benefits:

  • Efficient and more cost-effective service processes: Time savings of around 15 percent
  • Incidents and errors can be fixed faster
  • Reporting and analysis functions: Determination of all KPIs relevant to ITIL 
  • Tried and tested standard processes for efficient business processes in IT service management

“ConSol is highly skilled in all ITIL disciplines, which means we can rely on tried and tested standard processes that reduce the workload for our employees and facilitate speedy troubleshooting. We’re very satisfied with ConSol CM.”

Peter von Minnigerode, IT Manager at Carl Gross

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