Economy in saxony: The curse of ingenuity

Concrete practical examples make a stubbornly abstract concept accessible

Everyone is talking about the Internet of Things and the resulting benefits. However, the process of transformation that goes along with it is making slow progress. Established centres of excellence are primarily intended to help small and medium-sized enterprises (SMEs) and mediate between the individual partners. Nevertheless, many still fail to imagine what opportunities a service system (generally known as a ticket system) offers and what opportunities arise with the use of open source service software for their own businesses. This is why we are deliberately focusing on project practice this year at CeBIT.

We use three representative examples to show how the introduction of IT service processes can proceed successfully in a wide variety of industries and companies. Specific application scenarios for our software give valuable stimuli of how processes can be digitalised, and thus made more effective, regardless of the size and organisation of the company or the business content.

We show how companies also benefit internally from more transparency within their structures. With service management, you can improve response times, plan resources more efficiently and control costs more effectively. At the same time, the high degree of networking between areas that were once completely separate is causing them increasingly to converge. Technical maintenance and IT are merging and thereby opening up new business models that could well be of particular interest in industry or medical technology. For example, topics such as predictive or proactive maintenance in the context of Industry 4.0 are currently one of the most frequently discussed topics – open systems and open standards are spurring on this convergence of the two worlds.

Our experience confirms that ITIL is a very comprehensive and sometimes intimidating concept. So our success stories also serve as examples of how a ticket system can successfully help create a manageable framework for the introduction of this standard that helps break down existing inhibitions and can be the first decisive step towards professional IT service management.

Go back