DaimlerChrysler Consult Graz speeds up Help Desk with assyst
DaimlerChrysler Consult Graz, an Austrian company which specializes in automobile development and Information Technology, implemented the solution in just 10 weeks.
About half its staff works on development of the Mercedes-Benz G-Class with the remainder employed on IT projects such as portals, content management and Web technology. The company’s computer center is located in a maximum security tunnel under millions of cubic feet of solid rock.
The organization selected assyst mainly on the grounds of costs and functionality. The Axios solution, which runs in conjunction with the company’s own monitoring and Service Level Reporting tools, is being used for internal and external customers including other European automobile manufacturers and their suppliers as well as the parent DaimlerChrysler group.
Among the benefits for DaimlerChrysler Consult Graz were lower costs through simple customization and a scalable ‘Pay as you Grow’ pricing model, more efficient incident processing, improved data quality through an integrated Configuration Management Database, better incident resolution with adoption of a knowledge database, and powerful reports which allow for more accurate management decision-making.
Olaf Hemsen, Information Office Manager, said assyst “provides an excellent basis for internal processes which support services to our clients. We have introduced the product for our Hotline and computer center, and will be developing further uses in the near future.”
“Our co-operation with Axios Systems’ German office has been very productive,” he added. “It is quite rare that an IT project is implemented in so timely a manner without any notable problems. This was due in part to Axios’ professional support.”
The German operation of Axios Systems, located in Munich, is one of the company’s 11 offices in nine countries in Europe, North America and Australia.
Martina Heininger, Marketing Manager of Axios Systems for Germany, commented: “We are delighted to have helped put DaimlerChrysler Consult Graz on the road to providing even better IT support to its customers.”
About DaimlerChrysler Consulting Graz (DCCG)
Based in Graz, Austria and formed in 1981, DCCG delivers IT services for parent company DaimlerChrysler AG, the world-wide auto manufacturer best known for its Mercedes-Benz line of luxury vehicles.
Specifically, DCCG operates DaimlerChrysler's enterprise-wide content management system (CMS) in Austria, one of the company's most critical applications. The CMS system functions as a knowledge-sharing tool to improve collaboration among both employees and customers, providing the backbone for the company's intranet and Internet sites. With 233 employees, DCCG is also responsible for the design and the serial production support of the Mercedes-Benz G-Class.
Axios Systems is a leading provider of Best Practice-based IT Service Management (ITSM) solutions. Our customer-centric approach combined with our award-winning solutions, ensure customers worldwide can align their Service and Support organizations with the overall business goals. Our core solution, assyst, intuitively steers users through the ITIL® processes. Axios Global Services provides a range of consulting, project management and training services. Our commitment to Best Practice is demonstrated through being the first to achieve BS 15000 certification which has now become, ISO/IEC 20000, the International standard for ITSM. Axios is headquartered in the UK, with offices across the Americas, Europe and Asia Pacific.