At SIKO GmbH, a leading manufacturer of measurement and positioning systems, the second-level support team was clearly overburdened—a problem that needed to be addressed urgently. Marcel Frank, IT Infrastructure Administrator and head of the Service Desk at SIKO, describes in our interview how the company plans to overcome these challenges with F4SD. The goal is to significantly reduce the workload on second-level support by increasing the efficiency of first-level support.
We realized that we had allocated far too many resources to second-level support, while at the same time, first-level support was regularly reaching the limits of its expertise and authorization. This situation led to a heavy workload at the second level, which we were determined to reduce. Accordingly, we wanted to find a solution that would enable first-level support to resolve issues independently and quickly. This would not only significantly reduce the burden on second-level support but also leave a better impression on end users.
F4SD is designed to enable first-level support staff to resolve more incidents independently and quickly, thereby reducing the workload on second-level support. I am counting on Consulting4IT to provide us with full support during the initial setup so that we can achieve measurable progress in IT support immediately after implementation. I am very confident in this regard, as we are already seeing initial improvements even during the installation phase. Our colleagues at the service desk are equally enthusiastic and are looking forward to being able to use all the features soon.
Our main goal is to reduce the workload at the second level so that more time is available for project work. In addition, we expect that the new capabilities will enable first-level support to make a better impression on end users. Ultimately, of course, we aim to achieve a significant increase in efficiency across our entire IT support organization.
We chose Consulting4IT because F4SD perfectly meets our requirements, and since the tool was developed in-house by Consulting4IT, it is, of course, only available from them. We are confident that this solution and our collaboration with the developer will deliver the improvements we are looking for.
About Siko GmbH
SIKO GmbH is a global specialist in measurement and positioning systems. Founded in 1963, the company offers a broad portfolio of products for industries such as mechanical engineering, medical technology, and automation technology. The company’s headquarters are located in Buchenbach in the Black Forest, from where SIKO exports its high-precision systems to over 60 countries. Innovation and precision are at the heart of the company’s philosophy, which is designed to help customers worldwide optimize their processes.