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Products and solutions, 2002-12-03, 01:00 AM

Triaton receives Help Desk Award 2002

The Tele Management Center (TMC) belonging to Triaton, the ThyssenKrupp group`s leading international IT service provider, won the Help Desk Award 2002 in the "External Support Service Provider" area. The panel of experts awarded the distinction for the fifth time in the name of the initiator and host "IIR Deutschland GmbH" and presented it to the winners on November 25, 2002 in Mainz in the course of the Help Desk Forum 2002.

With this yearly award, the IIR Deutschland GmbH honors internal and external help desk and support units who stand out through their professional organization and strong service orientation toward the customer. The winners are selected by an independent committee. Assessment takes place based on the following criteria: service level, customer satisfaction, vision and strategy, process management, support through tools, documentation and organization, employee qualification and motivation, among others. "We regard this distinction as something very special. Is shows that we`re on the right road to optimal customer management. And above all, we`re very pleased by the fact that our TMC scored well above average for all criteria, attaining top scores particularly in the strategy and quality management areas," according to Simone Bartmann, responsible for the TMC`s method and tool development.

Highest availability thanks to the Tele Management Center (TMC)

The TMC with its 100 employees acts as an external service provider whose service portfolio is oriented primarily toward the needs of the customer. It extends from plain call management (taking calls, e-mails, faxes, working with predefined "question catalogs" and, if required, transferal to downstream transaction processing), to incident management tasks (taking on, recording and diagnosing incidents; 1st level support; escalation and process monitoring), up to specialist`s work in application support. Requests from the IT und facility management areas are processed - and this on a 7x24h basis. The TCM`s business processes as well as the intercompany support processes are oriented on the ITIL`s (IT Infrastructure Library) best practice recommendations. This process-oriented way of thinking is already firmly established its ISO 9001:2000 certification.

The TCM not only addresses companies who strategically pursue service desk outsourcing for cost reasons or because they wish to enhance their support organization through Triaton. Instead, the TMC portfolio is to be seen as a modular construction system from which the desired modules can be provided flexibly, in a number of different gradations. TMC services are also being combined with other Triaton services.

A total of ca. 1,000 customers, amounting to ca. 80,000 users, are currently being supported in their help desk work. Among them are companies such as Aventis Pharma, Basell, IKB Deutsche Industriebank, Katjes FASSIN, ThyssenKrupp Steel and many more.

Proactive fault management

The TMC prevents greater damage through the early identification of malfunctions. Thus negative consequences can be avoided in production processes. By way of a permanent connection, the TCM receives messages on a regular basis on the status of all connected systems, networks and essential components. The experts intervene as soon as a peculiarity presents itself, for example when values deviate from the norm and signalize a potential error. "This way, the cause of the deviation can be identified and the fault cleared before it has an effect on the system and our customers` workplaces," explains Simone Bartmann.

Efficient fault analysis with the trouble ticket system AR systems by Remedy

Identifying the cause quickly is important in order to be able to clear a fault immediately. The trouble ticket system that Triaton banks on for efficient fault management is the product "Action Request System" from the firm Remedy, a BMC Software company. Remedy counts 79% of the Fortune 100 and 60% of the Fortune Global 500 among its customers. The AR system provides support in executing, documenting and monitoring IT support processes. In Triatons TMC it is utilized by ca. 800 internal and external support employees who are organized in 250 support groups.

A trouble ticket is produced for all fault messages that are reported by the user via telephone or e-mail or generated by system management tools. This digital index card records all of the incident`s processing steps, from the detection of the problem to its rectification, and archives the process flow in a database in an audit-proof manner. In the case of future deviations from normal operation, this documentation is readily available: "We add our data to the details and forward the problem to the support authority who`s best qualified to resolve it. The flexibility of our Remedy action request system was very important for our success", Simone Bartmann explains.

Special service to the customer: He can inform himself about the state of the problem solution online on a 7x24h basis.

Triaton - The BusinessProcessor

The Triaton GmbH, headquartered in Krefeld, is a company of the ThyssenKrupp Serv group. Triaton is among the leading international IT service providers. The company is active worldwide and has approximately 2,400 employees domestically and abroad; it generated ca. 360 million euro in revenues in the fiscal year 2000/01.

The company offers its customers solutions in the sense of one-stop shopping: solutions to globalize their processes, eBusiness solutions for their core business processes and outsourcing services for their secondary business processes. Solutions such as business intelligence, customer relationship management (CRM), document management, enterprise application integration (EAI), EDI/Web-EDI, eSales, eProcurement, portals, enterprise resource planning (ERP) and supply chain management (SCM) belong to its service portfolio. With ca. 500 operated systems, the company is one of Europe`s largest SAP R/3 service providers.


Dieter Remy
Triaton GmbH
Phone: +49 211 967 5374
Fax: +49 211 967 5345

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