From day one, all departments were on board with IT. The goal was clear: capture requests in a structured way, process them efficiently, and document everything transparently to save time and boost service quality.

First Steps Toward Efficient Enterprise Service Management

By introducing OTOBO as our central solution for Enterprise Service Management (ESM) at SKZ, we can now manage all service processes on one platform – from the initial contact to final resolution.

We’ve simplified, structured, and made workflows more transparent.

“What really impressed us was the collaboration between IT, department heads, and the experienced OTOBO consultant. During setup, we created queues for our departments and had OTOBO up and running right away.”

Today, around 400 employees use the OTOBO self-service portal to easily submit service requests. Thirty employees across various departments manage requests using the agent interface, including ten specialists in IT Operations Management (ITOM) and IT Service Management (ITSM).

The benefits of our new workflows with OTOBO quickly won over even skeptical colleagues: Requests are processed in a structured way and documented comprehensively. Handoffs run smoothly. Communication between departments has significantly improved. OTOBO minimizes errors and reduces response and resolution times. Teams are relieved of repetitive tasks.

“The quality and reliability of our services – and consequently employee satisfaction – have improved significantly,” Sommer summarizes.”

Continuous Adaptation and Improvement

OTOBO’s implementation is an ongoing process of adapting and flexibly implementing new requirements across the entire organization.

The SKZ IT team takes ownership of the implementation, working closely with department heads from other service areas to ensure that internal processes are seamlessly reflected.

Thanks to the knowledge transfer during workshops, many extensions like setting up Access Control Lists (ACL) to handle access to specific information can be handled independently. For specific questions or uncertainties, the competent support is a valuable asset. “OTOBO’s support is simply superb. I constantly hear from my colleagues how competent and helpful the OTOBO team is. Instead of just pointing us to a self-help link, they take personal time to solve problems with us,” Marcel Sommer emphasizes.”

HR Service Management – Streamlining New Employee Onboarding

The HR department was drowning in phone calls, just like other service areas. So, they were eager to adopt OTOBO from the start, despite some initial concerns about data protection.

“Our IT department doesn’t have access to HR systems, and that includes the HR queue in OTOBO. If someone needs access, they need written approval from HR management. Plus, OTOBO ensures we have a paper trail of all activities, so we’re compliant with regulations.”

Today, tasks like reporting sick leave, correcting time tracking, and approving overtime are handled in OTOBO in a way that’s secure and compliant with data protection regulations.

We’ve mapped out and automated the onboarding process using OTOBO’s process management features. It kicks off as soon as the employment contract is signed: HR enters personal data into an OTOBO process ticket, which automatically gets forwarded to the new employee’s manager. The manager adds info about the workspace, like room assignments, and requests for office supplies and IT equipment.

Linked tickets for all sub-tasks are created automatically: IT gets a request to provide technical gear. Facility Management is notified about setting up the workspace. HR can order employee IDs, door signs, and business cards from Marketing with just one click. The status of all sub-tasks is visible at any time within the original process ticket, and completed tasks get reported back. This ensures managers always have a clear overview, and everything is ready for the new employee’s first day.”

“Our next step is to roll out a system for requesting new personnel positions and plan the offboarding process for leavers through OTOBO.”