The F4SD helpdesk tool in use at TÜV
TÜV SÜD has recently started using a simple multi-tool from Consulting4IT—F4SD—for its IT support. The main goal: to save valuable time and streamline processes.
TÜV SÜD is an internationally active service provider headquartered in Munich. With over 1,000 locations, more than 25,000 employees worldwide, and a history spanning over 150 years, the group is one of the most established and well-known service providers in Germany. The company focuses on testing, certification, auditing, and consulting, with a particular emphasis on compliance with legal regulations and safety requirements. To ensure that the company can implement its guidelines quickly and accurately and achieve its goals, it naturally requires a well-functioning internal IT system.
As is the case with other companies of this size, however, organization and problem-solving approaches in this area present a real challenge. If there are glitches in the processes, this can lead to significant delays in day-to-day operations, which ultimately costs time, performance, and thus money. With the help of the “F4SD” multi-tool—developed specifically for IT support by the Waldbronn-based company Consulting-4IT—TÜV SÜD reports that it has achieved significant improvements in first-level support.
Resolving tickets and incidents without wasting too much time—that’s the goal of every IT support department, especially at the first-level support stage. It’s a goal that’s often difficult to achieve and requires a great deal of effort, even when existing IT processes and structures generally function well. Often, the problem simply lies in a lack of transparency, which prevents the rapid identification of root causes or the ability to intervene directly.
This often happens when there is a high daily volume of tickets and calls at the first level. The pressure on IT support is correspondingly high, as are the costs and the time required. Despite IT structures that generally functioned well, TÜV SÜD’s internal IT department therefore always kept an eye out for opportunities for improvement and potential for optimization.
F4SD Put to the Test
The approach offered by Swiss software vendor Nexthink seemed promising, but the scope of its capabilities raised questions that needed further clarification. The company turned to system integrator Consulting4IT for answers—and found something else as well. A simple solution that seemed to fit perfectly and was ideally suited to complement Nexthink’s foundation: the F4SD tool, developed specifically for the service desk. “The added value that convinced us about Nexthink from the outset was the ability to quickly identify general bugs through analysis,” explains Helmut Hopper, department head and service desk manager at TÜV SÜD. “Beyond that, we were also immediately impressed by the ability to use F4SD to provide Nexthink data in a condensed format tailored to the needs of the Service Desk,” adds Alexander Auerbeck, administrator and problem manager at TÜV SÜD. Initially, however, the matter was referred to the then-head of the Service Desk.
The testing phase quickly dispelled all doubts—at least for Auerbeck—and confirmed the hope that F4SD, combined with Nexthink, would provide an effective solution for the service desk. A solution that was particularly capable of one thing: shedding light on the mystery of the client black box. What Auerbeck also appreciated was the ability to finally identify connections. “Our ticketing system had grown hierarchically and offered countless categorization options back then. It was practically impossible to identify commonalities between tickets and, beyond individual incidents, to infer larger problems from them. Nexthink, however, recognizes correlations and displays them clearly, so that we are now able to practice proactive problem management. With F4SD, it’s also possible to integrate Quick Actions that allow these common issues—once identified—to be resolved directly with a single click,” he explains.
Another advantage Auerbeck points out is the tool’s intuitive and user-friendly interface. “Anyone can understand that red means bad and green means good.” As far as he was concerned, the tool had passed the preliminary test, but now it had to pass the real test and prove itself in practice.
How IT Is Learning to Preach
Once the works council had given its approval and the tool had been implemented, it was rolled out immediately across the entire service desk, and the hotline staff were trained. However, thanks to the tool’s simplicity, the training effort required was remarkably low. When asked whether the support staff were immediately enthusiastic about the new tool, Auerbeck laughs and says, “No technician or IT specialist says, ‘Yay, I’m getting a new tool!’” In his view, the training sessions and one-on-one discussions were more important, as was demonstrating the tool’s potential using concrete examples. “I simply had them send me cases where the guys were stuck, and then, using the tool, I showed them where I looked up the solution in F4SD and what I would have done in their place. That was the only way they could see how useful the tool can be in everyday work.”
He also regularly sought feedback and asked: “What would you like to see? What’s still missing?” Auerbeck and his colleagues’ dedication was crucial to the app’s eventual acceptance, as they took these requests seriously and implemented them promptly.
Apparently, even at TÜV SÜD, simply presenting a new tool to employees—no matter how innovative or beneficial it may be—is not enough to ensure its acceptance. According to Auerbeck, it took many discussions and the traditional, patient effort of persuasion. “It was a bit like preaching,” Hopper adds to Auerbeck’s remarks.
Her work—or presentation—ultimately paid off. F4SD is now used daily in IT support. The result: thanks to increased efficiency and shorter call durations, the TÜV SÜD support department can handle nearly 600 more calls per month with the same staff.