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BASF IT Services offers its customers the pirobase IT Service Catalogue
BASF IT Services, part of the BASF Group and one of Europe’s leading IT service providers in the process industry field, is increasing the efficiency of its customers’ internal ordering processes. As a result of the roll-out of an automated self-service system based on the pirobase IT Service Catalogue, employees can directly order PCs, accessories and corresponding services as well as software via the respective intranet portals.
Who will get a new desktop computer, and who will get a new laptop computer? With which hardware specification and which software? Major international enterprises and corporate groups are faced with the challenge of quickly and efficiently providing their employees with a diverse range of IT hardware and software components, as well as corresponding services such as installation services. Often, order enquiries are still made in the traditional way, by telephone or e-mail. The associated time cost and the susceptibility to errors when being recorded in the ordering systems does not just place a burden on internal resources but is also cost-intensive.
BASF IT Services therefore offers its customers automatic service request management. As a result of the roll-out of the IT Service Catalogue, the IT service provider can anticipate a higher quality of service and, at the same time, lower costs.
In practice, this means: in future, employees of customers of BASF IT Services will order IT assets at the click of a mouse, for example using an intranet webshop. The technical foundation of this shop solution is the pirobase IT Service Catalogue from Pironet NDH. The catalogue itemises the article, authorisation and user master data of the central product information management (PIM) system, standardises the ordering process and automates the approval process. Clients can be offered personalised IMAC services (Install, Move, Add, Change) that are tailored to the departmental affiliation and role of the customer. After completion of the order retrieval, approvers are automatically notified and asked to approve the requests.
"When you imagine that in large companies, data relating to over 150,000 assets for several thousand different user profiles is often administered via the IT Service Catalogue, then the scope for potential savings becomes clear,” explains Harald Endres, Director of Customer and Workplace Services at BASF IT Services. "In comparison to telephone processing of orders, the automated procedure shortens the processes and thereby saves costs.” The pirobase IT Service Catalogue used is particularly persuasive on account of its flexibility: "The catalogue’s content desktop offers freely definable fields and field types,” says Endres. "Thus individual parameterisations of products and services can be added very simply.” 11.03.2008, Pironet NDH
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