The IT department was tasked with supporting 16 branch companies around the world, using a tool that ceased to suit effective management as time went by. LINET’s IT service improvement was hampered by an outdated solution that did not meet modern standards. ALVAO Asset Management and Service Desk products are implementations of IT management to global ITSM standards, improving user satisfaction with IT services and paving the way for further opportunities.
LINET was using the Taskpool system for managing user requests, which was suitable for up to 12 staff in IT and up to 200 requests per month. The team had grown to 29, and the company was having to deal with some 1200 requests per month, making the system no longer effective, since it demanded much staff supervision.
“We implemented the Taskpool system 8 years ago for being a simple and inexpensive solution. We then worked with the vendor to make gradual improvements and so it met our needs well enough for the first 6 years. For the last 2 years, however, the solution has been holding back the development of IT services for our customers. It only supported the ‘Incident Management’ process and could not be extended to cover other processes,” commented Petr Němeček, IT Manager of LINET Group SE.
As for the prior solution hampering further development, Petr Němeček added: “It was not possible to implement a Service Catalogue approach into the system, which is crucial for the further development of IT services. At the same time, we lacked the option to use the system for other processes, such as package records, device management, and so on.”