Initial situation

Leasing replacement IT hardware at a large construction company is a complex and time-consuming process involving many media breaks and manual activities. The time and effort spent on these activities, as well as the duration of the entire process, need to be reduced so that the replacement of the hardware does not negatively impact work performance.

From customer feedback to delivery feature

The customer feedback, “Nothing works after the lease exchange,” translates into a specific delivery feature: “The lease exchange should take place without disruption.”

Process interviews with visualization

Through interviews with process participants and stakeholders, the process was recorded, documented, and visualized in BPMN (Business Process Model and Notation). This was done in order to develop improvement measures in a joint workshop based on this visualization.

Improvement measures

1. Distribute know-how more broadly within the team to resolve the current bottleneck.

2. Avoid using different Excel lists and edit directly in the central CMDB (Configuration Management Database).

3. Create all software packages in the ITSM tool to avoid subsequent software installations.

Results

The degree of automation tripled from 11% to 33%, and the average ticket age decreased by 92%. Consequently, user and processor satisfaction with the leasing exchange has improved significantly.