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 Konecranes Utilizes ITIL Best Practices with Efecte
-Internationality requires efficient IT service management
2008-02-04
Efecte has supplied Konecranes with an ERP for IT solution covering the entire international organization. This solution, developed by Efecte Corp. includes best practices for constructing efficient IT support services.
"Using Efecte has given us clear efficiency gains, as new solution models are continuously recorded in the system. Moreover, it has bolstered our help desk operations and efficiency evaluation. Introducing ITIL to the company alongside integrated operating models has led to a major improvement in customer satisfaction in IT support", states Mr. Kari Suominen, IT Director of KCI Konecranes Plc.
All incidents are recorded, and managed through a centralized system, in which an owner, priority, classification, and deadlines can be set. A knowledge database, where solutions to known incidents or problems are stored, reduces the work load in IT support organization significantly and enables faster handling time for all support cases.
The new solution facilitates the comprehensive and centralized management of Konecranes’ IT services throughout their lifecycle. Centralized information benefits all user groups, including IT management executives, system maintenance and support staff. Back in 2003, at the initial stages of the Efecte - Konecranes co-operation, the number of service users was 600. Today, the number has snowballed to over 3,000.
"We spent the first couple of years studying the ITIL processes and centralizing information management operations. In 2006, we launched systematic development work and took Efecte’s tools into effective use. Today, we use Efecte’s ERP for IT -solution, which contains a CMDB, IT services’ management solution, and service level management solution", says Kari Suominen.
Konecranes has locations in various parts of the world, but every employee operates in the same IT network environment using the same tools and producing the same services. The objective is therefore, to provide integrated IT services regardless of the employee’s location.
"One of the main goals for Konecranes is to provide the management team with up-to-date information about IT services and guarantee their availability in all circumstances. When information management is truly a part of the business strategy, like at Konecranes, the main focus shifts from cost control to productivity and new service development. At the same time, the traditional IT organization becomes a real service organization", Efecte’s Country Manager Juha Berghäll emphasizes.
Konecranes is planning to apply the ITIL models in over 370 service desks in 41 countries. For this reason, the company needs support services that, in practice, operate 24 hours a day seven days a week. At the moment, there are around 5 500 work stations to take care of, and the number is growing fast.
ITIL (Information Technology Infrastructure Library), documentation comprising the best IT service practices, has become almost a standard, facilitating the centralized management of organizations’ entire IT property.
For more information, please contact:
Juha Berghäll, Country Manager
Efecte Corp.
Tel. 358 40 589 5121
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Kari Suominen, IT Director
Konecranes Plc.
Tel. 040 556 4756
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Konecranes is a world-leading group of Lifting Businesses, serving a broad range of customers, including manufacturing and process industries, shipyards, ports and terminals. Konecranes provides productivity-enhancing lifting solutions as well as services for lifting equipment and machine tools of all makes. In 2006, Group sales totaled EUR 1483 million. The Group has 8,000 employees, at more than 370 locations in 43 countries. Konecranes is listed on the OMX Helsinki Stock Exchange (symbol: KCR1V).
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