City of Stuttgart

Standardized Incident Detection and Management with ITIL-Compatible Processes

The city of Stuttgart needed an IT service management solution consistent with their ITIL® initiative. Incident management, problem management and configuration management were identified as the primary ITIL®-processes to be introduced. OTRS ITSM 1.2.3 supported all these processes in an ITIL-compatible manner, and was selected as the best tool for the job.

Stuttgart is the sixth-largest city in Germany and the capital of the state of Baden-Wurttemberg. It is considered one of the most innovative and technology-driven areas of Europe, with international companies such as Daimler AG, Porsche, Bosch and Hewlett-Packard all having a strong presence there.

 

Quick Facts

Customer

City of Stuttgart

Website

http://www.stuttgart.de/

Agents

150

Customers

4,000

Tickets

4,000 / month

OTRS Version

OTRS ITSM 1.2.3

 
 
 
 

Solution

  • Pilot implementation of OTRS ITSM
  • CTI integration
  • Customized workflow
  • Adoption of CI from legacy system
  • Immediate overview in the ticket view of all CI's that have been assigned to an end customer

Added Value

  • Standardized detection of incidents across the administration for optimized life-cycle of tickets
  • Increased transparency for end users by introducing the OTRS customer self-service portals
  • Reduced workload for specialists by introducing a central dispatch group