Computacenter is Europe’s leading independent provider of IT infrastructure services. Since 2002 the SolveDirect system connection SolveDirect BRIDGE is used for maintenance services in the Computacenter service desk in Kerpen. Through automated electronic data exchange of incidents with various partners the processes could be simplified and the efficiency is increased. The on-demand solution SolveDirect SD² is successfully used by several customers as well. Moreover there are some customers that implemented a combination of SD² and BRIDGE.

In 2007 a consistent service management solution for the service desk in Kerpen should be implemented to transfer the single projects into an integrated master plan. Computacenter as a provider already had numerous connections to customers and suppliers. The target of this project was to create one central instance and consolidate the interfaces. The central instance should be responsible for call-assignment and administration, reporting as well as customer access. In this context the already used ticket-, system- and network-management systems (like CallAS, Spectrum or SAP) should be integrated in the service management solution. Besides the maintenance processes also the remote services were considered. This project has been implemented in 2008.

Central service platform SolveDirect CUBE

Computacenter chose SolveDirect CUBE as a central service platform in service desk Kerpen, because it is the ideal extension for an already established system. Existing connections to customers and service desk projects was and will be transferred. A continuous extension is possible and further internal and external tools can be integrated.

“The tool consolidation saves costs through increased efficiency and enables an extensive reporting  both over all organizational units and for single service organisations. All service management indicators and KPIs are available ‘at the push of a button’ with SD.cockpit. So, we always have an ideal overview anytime”, refers Jürgen Wilmink, Leader Infrastructure Services & Support, Computacenter.

“SolveDirect CUBE enables a 360° Management of the service delivery”, Wilmink states. “Management of the processes is optimized by an easy monitoring of all services with internal and external KPIs in real time as well as an enhanced transparency. There is one central application, based on ITIL processes, for the whole service management. The integration of all internal and external partners with B2B system connections establishes continuous service processes and increases service quality.”

About Computacenter

Computacenter is Europe’s leading independent provider of IT infrastructure services with offices in UK, France, the Benelux countries and Germany. Computacenter has approximately 4.000 employees in Germany at 22 locations. The business activity falls into the following categories: supply chain services, infrastructure integration and managed services.