At Contipro, they use both of our main products: Service Desk and Asset Management. As part of the implementation, consultant Jan Fiala helped with defining the service catalogue and provided feedback on IT processes. ‘One of the main benefits of ALVAO is delivering know-how along with the product. Every product is deployed in a certain context and it is good to be able to rely on a supplier who understands the given context,’ says Jakub Kožnar.
He was looking to resolve two classic problem areas by deploying Service Desk: To digitize paper requisitions, thereby simplifying incident and request entry for people in the business, and to better prioritize tasks for the IT team. However, the main benefit lies in the newly acquired scope for further progress in IT and other departments: ‘The reality is that with the introduction of the Service Desk, there have been more incidents and changes. And that’s a good thing. If you make it easier for people to report incidents, they are more likely to find the time to let you know,’ explains Jakub Kožnar. Before that, everything was in paper form. People find paper requisitions needlessly laborious and complicated. Rather than initiate some improvement or report an incident, they prefer to just get on with their work. That leaves IT half blind, unaware of a lot of things. That hampered progress. But once you simplify requesting, people are more motivated to report things. There are now over 80,000 requests regarding more than 20 services in the company, and ALVAO has brought benefits beyond the IT department.
Basically, the whole of Contipro is service-managed and ALVAO was from the onset geared up for widespread use across different departments (i.e. Enterprise Service Management). Also, for regulatory reasons, it is essential for the company that everything is registered and traceable. ALVAO is user-friendly and no information gets lost from it. With ALVAO’s help, the Finance Department now manages the supervision of orders. Marketing uses the Service Catalogue to order business cards, PR articles or graphics. They keep contract records in Asset Management (benefits of ITAM) and the R&D department also uses Service Desk. The Service Catalogue lets you do things like request the preparation of new chemicals, and directly in the request form stipulate the composition of peptides and the gram weight of the respective compounds. One area where ALVAO is particularly helpful is Maintenance Management.
ALVAO facilitates the preventive maintenance of production equipment
At the heart of every production company are technological assemblies underlying smooth operation and uninterrupted production. It is thus highly important to quickly correct any defect, while also preventing future defects by scheduled equipment maintenance. When the maintenance issue was dealt with at Contipro, Jakub Kožnar offered his colleagues from the maintenance department an ALVAO product he had already found good for IT management.
They used Asset Management to model workplaces, machinery and its individual components. Objects in Asset Management keep their last maintenance date on record and the next due maintenance date is calculated. Based on this date, maintenance requests are then automatically created in the Service Desk. This ensures that timely preventive maintenance gets done. Maintenance tasks have a clear deadline and a responsible solver, and everything is consistently recorded, so there is an audit trail in the system. Once the request is resolved, the maintenance date is automatically written to Asset Management.
If the equipment malfunctions despite regular maintenance, any employee can report the incident to the Service Desk. In the request form, they directly select the affected machine (with photos to help) and the link to Asset Management is automatically logged to the system. The maintenance manager then sees that there are more incidents associated with some components than usual and can carry out another inspection based on this. The combination of both tools will thus ensure a firm foundation for the company’s maintenance process.
"ALVAO progressively found its way into almost all our departments. Colleagues see that it works and want to reap their own departmental benefits. Being based on ITIL® principles, it naturally helps us meet regulatory requirements. The basic requirements arising from GMP are contained in the very principles of ITIL," sums up Jakub Kožnar.
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