ExpertDesk enables unified Tool Landscape and standardized Processes for IT-Service Management

T-Systems Nederland B.V.

T-Systems is one of the leading IT service providers in Europe.

T-Systems is Deutsche Telekom’s business customer brand. The international enterprise applies industry-specific knowledge and high-quality technology. T-Systems’ services encompass all of the links in the information and communication value chain from infrastructure and solutions through to business process management.

In 2004, T-Systems used a large number of tools and databases to support their internal IT infrastructure and external customers. When the applications no longer met the requirements, T-Systems started looking for a new service management solution.

ExpertDesk was shortlisted along with Peregrine’s ServiceCenter. Following extensive research, T-Systems’ management selected ExpertDesk.

‘ExpertDesk fulfilled all requirements, in particular because of its comprehensive, integrated incident and change management process,’ explains T-Systems’ Peter de Bie.

Open Architecture

‘We’ve been working with ExpertDesk for a few years now and also use the application to support complex provisioning processes to supply DSL to our end customers, among other things.’ says De Bie. ‘We also plan to integrate other departments at T-Systems Nederland. Like other companies, we currently enter the same data in more places than one.

Integrating ExpertDesk with Siebel and SAP enables us to work more efficiently. ExpertDesk has an open architecture, which means that the systems are easily integrated with little programming effort and at a low cost.’

T-Systems implemented ExpertDesk in 2004. Since then, a number of new versions with new functionality have been released. The most important reason, for us, to upgrade at this point, is the ExpertDesk customer portal (the ability to connect to the system via the web) and the new change calendar.

"T-Systems’ customers can now create tickets via the web. This is an important service that we can offer to our end customers. We not only enable the user to view his tickets and obtain an immediate solution, it also enables him to track his tickets, which makes the application even more business critical," explains De Bie.

Advantages and increased Efficiency

"ExpertDesk was implemented by Mansystems Nederland B.V. The dedicated upgrade team recently migrated T-Systems' ExpertDesk application. ExpertDesk’s data-structured architecture allowed T-Systems to upgrade within a short period of time. All we had to do was transfer the processes existent in the old tool, into the new tool. This has a lot of advantages for T-Systems and increases our efficiency," explains Robert Boermans, Key Account Manager Telecom at Mansystems.

• Service Management modules implemented: Incident, Problem, Change, Configuration, Workflow and Service Level Management
• Integration: Tivoli (Network Management System)
• Reporting: Business Objects integrated in ExpertDesk

ExpertDesk has also been implemented at T-Systems Enterprise Services GmbH as a part of the tool standardisation process for IT-Service Management.