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Convincing ITIL solution at TRUMPF

TRUMPF Gruppe manages international IT service with helpLine

The stake is high for the IT process quality of the TRUMPF GROUP. To meet the requirements, the service organisation is based on the ITIL best practices. TRUMPF uses the ITIL-certified helpLine Start solution for its incident and problem process management.
 

The requirement

  • Standardised platform to manage all service processes based on an ITIL solution for the company group
  • Usable in a local structure in which a major part of the IT responsibility is focused in individual companies
  • Web-based communication interface for users
  • Central knowledge base
  • Extensive analyses for IT controlling and strategic planning 
The main benefits of helpLine for TRUMPF
  • helpLine manages and documents the complex processes of the IT department of more than 70 persons at the TRUMPF
  • Gradual expansion of the system, first introduced at the national and European locations and finally in the international companies. 
  • The internationally used helpLine portal now offers users at TRUMPF a web-based IT communication channel in their native language. 
  • The knowledge of individuals can be used by the whole group via helpLine knowledge base (master language English)
  • Extensive analyses are available thanks to helpLine Reporting and DashBoard.
Company profile: Trumpf
„We are a technology solutions company focusing on product engineering and medical technology. We not only offer innovative high-quality products to our clients. We also offer solutions to solve their tasks, from sheet metal forming, laser technology for production processes, electronic applications to hospital equipment. Our know-how in these fields represents the competitive edge for our clients. For this purpose, we continue to develop further: in our know-how, procedures, and products as well as in our own processes and the worldwide market activities. Innovation is the basis of our success. Constant change is guiding us.”

Quotation
"With helpLine, we now offer the international companies of the TRUMPF group a professional incident and problem management solution based on ITIL with convincing flexibility. The transparent documentation of the services represents a major benefit for the central IT management of the group. This provides us with compelling values for the across-the-board measurement of the IT service quality. These key figures effectively support us in the strategic further development of the IT services."
Mathias Staiger, IT infrastructure department head, TRUMPF GmbH + Co. KG 

 

Read the whole story:

Download TRUMPF Group Case Study
 

E.ON

Client:
TRUMPF Group
www.trumpf.com 

Industry:
Manufacturing industry

Some facts and figures:

  • International utilisation in more than 40 locations
  • 130 IT staff members
  • more than 7000 supported users after overall completion

The project:

  • Incident management
  • Problem management
  • Transparent performance evaluation
  • Support of the local service organisation