Philips Technologie GmbH

Consolidating Cross-Country Activities with a Virtual Service Desk

Philips Technologie GmbH consolidated all ITSM activities within the DACH region. In order to support the consolidation project, Philips Technologie GmbH required an ITIL® compatible solution. Their main focus of the project was incident and configuration management.

Philips is one of the largest and most well-known electronics companies in the world. Its product lines span consumer electronics, healthcare and electrical domains.Headquartered in the Netherlands, Philips registered sales of EUR 23 billion in 2009. It employs more than 116,000 employees in more than 60 countries worldwide.

 

Daten & Fakten

Kunde

Philips Technologie GmbH

Webseite

http://www.philips.com/

Agenten

80

Kunden

1000

Tickets

2500 / Monat

OTRS Version

OTRS 2.4 / OTRS ITSM 1.3

 
 
 
 

Solution

  • International rollout of OTRS and OTRS ITSM as a virtual service desk for 10 locations
  • Integration of an internally developed CMDB, independent from manufacturers (7,000 units in addition to 1,000 external units)
  • Replacement of HP ServiceCenter & OMNITRACKER

Added Value

  • Fast implementation - live in just 3 months
  • Reduced costs over 1M EUR per year with increased process efficiency and zero license costs
  • Tighter integration of the solution within the existing infrastructure, especially within the CMDB