Bürkert Werke GmbH &Co. KG
As the world’s leading specialist for fluid control systems, Bürkert Werke GmbH & Co. KG, headquartered in Ingelfingen, has been focusing on liquids and gases for 70 years.
With five system houses and 36 branches worldwide, the medium-sized company develops and manufactures customer-specific system solutions for the industrial measurement and control of gases and liquids for its international customers.
The increasing complexity of the processes within the company increased the requirements for the existing system, which is why Bürkert integrated the SAP Solution Manager. The Solution Manager worked as the central ITSM tool for worldwide support. Despite the good performance of the new system, there was a need to increase acceptance within the IT department and the end-users with the help of solutions that were individually adapted to the business processes. Innovative solutions tailored to the company’s processes were now in demand in order to maximize performance and acceptance within the IT department, but also worldwide in the company.
Various service providers tried to adapt and optimize the IT service management in the SAP Solution Manger to meet the demanding business processes. However, they did not achieve a satisfactory result. Fortunately, the specialists of Cross ALM GmbH (previously Contiba) were able to find a professional and effective solution.
In the first step, the mail-in communication channel was optimized in the ITSM process. In this context, the SAP specialists at Cross ALM GmbH ensured a fast fault notification and a quick processing of these messages. Further, the mail communication between the service desk and employees was redesigned and now enables reliable quick exchange.
The user interface received an equally high priority. It was adapted to the current situation with various special functions. Users now work with a user interface whose functionalities are adapted to the business processes. Optimized use of the Service Level Agreement in Incident Management is now just as possible as optimized search. Performance optimizations increased the performance of the system and gave it stability.
Furthermore, especially-laced packages and detailed workshops tailored to the requirements of the IT department ensured a reliable and secure implementation of the developed solutions.
Finally, the complete documentation of all developments led to the conclusion of a successfully developed and implemented software solution.