From idle to full throttle – Sprint management at ABF
Implementing a powerful ITSM solution is one thing; realizing its full potential in day-to-day operations is another. ABF-Synergie GmbH also faced a few hurdles along the way to achieving structured, efficient use of Matrix42. The company had a powerful tool in the garage, but initially lacked the horsepower to get it moving. It wasn’t until Consulting4IT provided customized sprint management that the breakthrough came. And suddenly, not only was there speed, but also a clear direction.
Today, ABF’s Digital Business Unit manages its projects transparently, with a clear focus, and at an impressive pace.
Between Expectations and Reality – The Porsche in Polo Mode
When ABF-Synergie introduced Matrix42 in collaboration with Consulting4IT, the goal was clear: to implement a professional ITSM system for the efficient management of IT processes and digital workspace management. The technical foundation was quickly established, and the solution’s potential was obvious. Yet it soon became apparent in day-to-day operations that there were challenges between expectations and reality that ran deeper than anticipated.
Marcus Schwarz, Head of Service for the Digital Business Unit, had his doubts when he took over as team leader and, with that, responsibility for the software solution. “We had a Porsche in the garage, but we were basically driving a Polo,” he recalls. The IT team—which was still small at the time—struggled with overload, a lack of transparency, and the sheer size of the system. “Maybe we had the wrong perspective on the issue or simply didn’t understand how it worked. But basically, we just wanted to know: How do we get this thing up and running so that we can use it efficiently and also integrate processes and automation?”
On your marks, get set, sprint
To make the most of the existing potential and effectively meet the requirements, some fine-tuning was needed in terms of communication and collaboration. An important first step was a joint strategy meeting between ABF and Consulting4IT, during which both sides were able to clarify their perspectives and align their expectations. During this meeting, Consulting4IT introduced Sprint Management—a methodology developed based on agile project management that breaks projects down into milestones and maps upcoming tasks by work package, processing status, and responsibility directly within the Matrix42 system.
To assess where ABF stood at the time and build the new approach on that foundation, the consultants in charge first went on-site to get a detailed understanding of the system architecture, utilization rates, and workflows at the service desk. This quickly created a positive momentum as the project progressed. “Sprint management finally gave us a clear structure,” says Schwarz. “And suddenly, things started looking up.”
Step by step toward success
What followed was a continuous, agile process. “I’m simply thrilled at how well and efficiently the whole thing has worked from day one,” Schwarz emphasizes. “The great thing is, we can just submit sprint tasks, they get processed, and if needed, we communicate directly via Teams or phone to quickly coordinate details. In the sprint meetings, the focus is then deliberately on the next steps to keep moving forward.” What the service manager particularly appreciates, however, is that both sides proactively contribute ideas and engage in honest discussions about them. “Of course, the occasional idea gets rejected because it doesn’t align with best practices,” he explains. “But that’s exactly what makes the collaboration so valuable: open communication on equal footing.” Another advantage: all management takes place directly in Matrix42. “I don’t have to work in a separate platform. Instead, everything is centralized in one system,” Schwarz praises. This allows tasks to be documented centrally and processed transparently.
The figures clearly show that this structure had an immediate impact: “In the first four weeks alone, around 70 sprint tasks were entered into the system, which were then prioritized and reduced to 39 active sprint tasks—a solid foundation that is being worked through step by step and continuously expanded.” The result: significantly accelerated project progress and a noticeable reduction in the service desk’s workload. Ultimately, the structure and prioritization defined in Sprint Management allow small tasks to be completed more quickly and automation to be deployed in a targeted manner.
A quantum leap in no time – ABF goes ESM
In just about eight months, the ABF-Synergie with Consulting4IT and Sprint Management has made impressive progress. “Whether it’s the Service Store, ticket management, or asset management—we’ve made more progress in a few months than in all the years before,” Schwarz sums up. A particular milestone was the interface between the HR system and Matrix42, which was custom-programmed by Consulting4IT: “This is a real win for us, because our master data is maintained by HR. Now the data flows directly into the system, giving us a clean foundation for all further processes.”
However, this success is evident not only in technical terms but also within the team: “Our colleagues are now independently contributing ideas and proactively driving initiatives forward. This shows us just how much motivation has increased.” And we’re already looking ahead: The integration of additional departments such as HR, Facility Management, and Office Management into the ticketing system is in full swing. And with it, the full-scale implementation of Matrix42 as an ESM system.
Bottom line: The PS is finally on the road
With Consulting4IT’s Sprint Management, ABF-Synergie has not only gotten Matrix42 up and running after years of stagnation, but has also established processes within just a few months that previously seemed unthinkable. “We wish we’d had this structure much earlier—then we’d be much further along today. But better late than never,” Schwarz sums up with satisfaction. His advice to other companies: “Anyone implementing a solution like Matrix42 should know from the start where they’re headed. You should rely on a structured approach and proceed step by step, rather than trying to implement everything at once. A method like Sprint Management works exceptionally well for this. It’s important to establish a clear roadmap and a realistic timeline for implementation in advance. On the other hand, you should look for a service provider who proactively offers suggestions and brings the necessary experience to the table. As always, communication is key.”
Working with Consulting4IT, Schwarz and his team were ultimately able to remove the brakes and unleash the full power of their solution—with clear milestones and a bold yet realistic vision: to expand the system into a fully functional ESM approach.
About ABF-Synergie
ABF-Synergie GmbH, headquartered in Fürth, is part of the ABF group of companies and consolidates key shared services such as IT, controlling, human resources, logistics, facility management, and marketing. Together with ABF-Apotheke and ABF-Pharmazie, the family-owned company serves critically and chronically ill patients—including with patient-specific medications, expert pharmaceutical advice, and digital services such as e-prescriptions and a specialized online shop. With over 400 employees at two locations in the Nuremberg metropolitan region and a delivery area covering Germany, Austria, and Switzerland, ABF-Synergie stands for reliable, innovative healthcare services.