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Knowledge Management with pirobase CMS at Schering AG
Pironet NDH now provides pirobase CMS to Schering AG. The pharmaceutical company, with more than 26,000 employees worldwide, operates an internal Service Center in which enquiries about IT problems are received. In order to provide quick and precise information, Service Center employees now have access to a knowledge database based on pirobase CMS. pirobase was the clear-cut choice, as it offers the possibility for simple content preparation and editing, release mechanisms which may be flexibly defined as well as complex search options.
Schering needed a new knowledge database, as the existing solution could no longer meet rapidly growing needs. The company decided on Pironet NDH, as pirobase CMS not only provides the necessary database solution, but also offers Knowledge Management and Content Management functions, as well as editing interfaces. A bi-directional interface between pirobase CMS and the existing Remedy system was developed especially for the pharmaceutical company, which is being used to organize problem enquiries. Because of pirobase's open-end architecture, Pironet NDH was able to supply the CMS solution with the same logical structures and directly interlink Remedy with the knowledge database.
Since its introduction, almost 30 employees at the Service Center have been using the system on a daily basis. The rollout of the solution is currently taking place in other 2nd-level support areas. Today, the database already contains several hundred solution documents and descriptions of common failure/breakdown samples and processes in departments, manuals of software in use and information about daily business.
In order to ensure that the high quality of the stored data is maintained, customer-specific workflows according to the checks and balances principle are used for the entry of new information. In addition, existing documents are regularly checked automatically for their relevance to the present. If the deadline of a document expires, it is submitted to an employee for revision. The topicality of all documents is, therewith, ensured at all times. For all these processes, the rights concept of pirobase CMS, tailor-made to meet the needs of Schering AG, is intensively used to regulate all write and read access.
"The normal, daily workload of Service Center employees will be eased considerably by the knowledge database. The quick processing of enquiries also naturally leads to great time and cost savings in all areas of our company“, comments Thomas Ilgner, responsible Project Manager at the Berlin IT Service Center of Schering AG about the creation of the knowledge database. A forum for the purpose of generating further knowledge is also currently being provided. Here, solution recommendations may be submitted and discussed. Another step will be linking the database to the corporate intranet so that all employees may access self-help information quickly.
Bernd Ploennies, Director of Business Center Industry at Pironet NDH: “The Knowledge Management solution for Schering based on pirobase is an excellent example of the implementation of the IT Infrastructure Library (ITIL) guidelines and, therewith, for effective processes in the service environment. ITIL is the worldwide standard for the conception, management and optimization of IT-based business processes in the area of Service Management.“ 21.12.2004, PIRONET NDH AG
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