University of Trier Uses Cireson to Automate and Simplify Management of Service Manager
Company Size
1,000+
Region
- Europe
Country
- Germany
Product
- Cireson Service Management Stream
- Microsoft System Center Service Manager
- My Active Work Items
Tech Stack
- Linux
- Microsoft System Center
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Education
Applicable Functions
- Business Operation
- Facility Management
Use Cases
- Predictive Maintenance
- Process Control & Optimization
- Remote Asset Management
Services
- Software Design & Engineering Services
- System Integration
About The Customer
The University of Trier, founded in 1473, is a public university in Germany that offers bachelor’s, master’s, and doctoral degrees in over 30 fields of study. The university’s IT department employs 22 full-time analysts and 80 part-time workers. They support close to 20,000 students and faculty members on 2 campuses, with about 4,000 computers and 10,000 mobile devices. The university is known for its strong academic programs and commitment to providing a high-quality education to its students. The IT department plays a crucial role in maintaining the technological infrastructure necessary for the university's operations, ensuring that both students and faculty have access to the resources they need for teaching, learning, and research.
The Challenge
As the university’s original ticketing system was getting too old and expensive to maintain, the IT department had to find a replacement capable of supporting 20,000 students and faculty members. The IT team wanted a solution with strong automation features and a user-friendly interface. The solution had to be intuitive to use, to enable the university’s students to submit service requests. Another goal was compatibility with Linux-based applications, since the university had a number of programs running on Linux. After considering a few popular options, the university’s IT team picked Microsoft System Center Service Manager to replace their aging system. Implemented a year ago, Service Manager checked most of the boxes for the team, however the analysts quickly realized it was very challenging to work with. According to Simon Eiden, “We had problems customizing the portal, and adding new features. It’s very difficult to make changes in Service Manager.” To make Service Manager more user-friendly for their analysts and end users, the university’s IT team chose to deploy Cireson on top on Service Manager.
The Solution
Deployed in a matter of days, the solutions from Cireson changed the way the university’s analysts work with Service Manager. The automation of tasks was one of the benefits that made an immediate difference. “Our team members now have time for other important things,” said Simon Eiden. By reducing the need for manual coding, and creating shortcuts to speed up common tasks, Cireson solutions freed up the analysts to focus on resolving IT issues as efficiently as possible. One of the top time-saving apps, My Active Work Items, displays tasks in a single screen, customized for each analyst. “My Active Work Items shows us everything we need in a single view,” said Simon Eiden. “We had to go through multiple views to see the same information in Service Manager.” The app enables the university’s analysts to resolve most incidents without leaving the screen that shows all their assigned tasks. The university’s IT department has a relatively large team of analysts. They wanted a built-in security system to ensure that everyone had access only to the items they were authorized to work with. “Cireson has a very good rights management system,” shared Simon Eiden. “It’s great for teams that have to work together, and it also specifies who can do what in the Portal.” “We are very happy with the Cireson products,” commented Simon Eiden. “We did look at other solutions but in the end, Cireson was the only product that was good for our environment. It’s powerful, easy to use, and very customizable.”
Operational Impact
Quantitative Benefit
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