Center for the International Service Desk
Oerlikon is a highly innovative industrial group specializing in machinery and plant engineering. In 2012, 12,700 employees generated sales of CHF 2.9 billion at around 160 locations in 34 countries.
The service desk of Oerlikon Leybold Vacuum, based in Cologne, manages approximately 1,600 employees and around 120 services at 15 locations worldwide. The IT department organizes its entire service desk and administrates the complete IT infrastructure with myCMDB. License, leasing and internal agreements for accounting for the use of hardware are also mapped with myCMDB, read out as reports and forwarded to Controlling for cost center accounting. All incidents are saved in myCMDB – more than 500,000 calls have been recorded in the database so far.
Queries, problem reports and requests are put to the service desk in English via e-mail or telephone. Every day, the first level receives approximately 40-50 calls on various topics. The IT organization, which is decentralized in business units worldwide, acts as a service provider within the Group and is responsible for client engineering, server operation, network availability, SAP management, and SAP hosting.
The cooperation with OMEGA Software when converting to myCMDB was impeccable. As soon as a problem arose, we were offered help. Our goal was to provide all the functions of the predecessor system INSEL in myCMDB, but with a more modern structure. We achieved this goal; we are very satisfied with myCMDB and the new interface. I would particularly like to highlight myCMDB’s history function, be- cause we can see at a glance – also with the aid of the graphical illustration – how the reciprocal relationships look. The reports in myCDMB are also a true highlight.