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PATRIA BASED IT MANAGEMENT PROCESSES AND TOOLS ON EFECTE
2006-03-06
Patria is an international aviation and defense industry group with a prominent position in the Baltic region. Patria has a staff of approximately 2000 in over 30 countries and 80 per cent of them need IT in their daily work.
At the beginning of 2005, Patria centralized its IT management, concurrently carrying out an exhaustive upgrading of its processes and tools while transferring to ITIL compatible working methods.
Efecte triumphed in the close product comparison
Patria had two projects running simultaneously, in which it searched for a solution for the management of IT assets and contract data. Based on the comparisons carried out in the Group’s various units, it decided to purchase an Efecte solution for both ICT asset management and contract management. “Above all, the selection was influenced by Efecte’s numerous references. Several parties recommended Efecte and were extremely satisfied with the rapid benefits they obtained", reports ICT Service Manager Sari Torkkola from Patria.
The principal requirement was the management of Patria’s ICT assets and contracts, for which Efecte supplied the Asset, Help Desk and Contract solutions. Moreover, the main goal was to unify Patria ICT’s various cultures and operation methods by implementing new processes and tools across the board. Separate goals included the centralized management of contracts, improvement of customer services and introducing a more methodical approach, and the management of the support request cycles. Based on these, the project gave birth to a uniform way of operating and the entire IT operations environment could be managed through effective reporting.
ITIL in practice, Efecte and Tieturi in co-operation
As Patria began using Efecte, it also implemented ITIL compatible working methods, with Efecte as the framework for the ITIL implementation. Efecte’s partner, Tieturi, was responsible for ITIL training of Patria staff and helped in implementing ITIL compatible working methods. “Thanks to the co-operation of Efecte and Tieturi, we implemented ITIL compatible processes at Patria in record time. Efecte supplied a system suitable for our needs while training and consultation was Tieturi’s responsibility. Thanks to the flexibility and expertise of both, we implemented Best Practices suitable to Patria”, says Sari Torkkola.
“IT service level has improved”
The upgradingchange, implemented in a few months, has been smoothly adopted by a team of over 20 led by Sari Torkkola. “The management of our large number of support requests has become easier. We now always have real time information at our disposal and can realistically estimate the amount of work needed for hardware replacement, for example, and ensure that the right people do the right things, which in turn improves customer service and efficiency even further. I am surprised at how crucial a system Efecte has become for us. Now it would be difficult to return to the pre-Efecte situation”, states Torkkola.
Patria is an internationally operating aviation and defense industry group that has a prominent position in the Baltic region. Its key business areas are armored vehicles, mortar systems, helicopters and aircraft as well as life cycle support. Patria delivers internationally competitive solutions to global markets based on its own specialist know-how and partnerships.
Patria is owned by the Finnish State (73.2%) and European Aeronautic Defence and Space Company EADS N.V. (26.8%). The Group posted net sales of EUR 346.4 million and employed an average of 1,988 persons in 2004. www.patria.fi
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