Supportworks ITSM Enterprise will provide ITIL best practice, transforming how 30-strong ITSM team provides services to 2,500 employees

Lufthansa Technik Philippines is to deploy Hornbill’s Supportworks IT Service Management (ITSM) Enterprise solution to meet the growing demands of end users on its IT service desk and improve technical support for internal staff.  With the help of IT service company Service IT+, Lufthansa Technik Philippines will use Supportworks to improve the proactivity and responsiveness of its ITSM function: ensuring it can continue to provide a wide range of aircraft Maintenance, Repair and Overhaul (MRO) services to customers worldwide secure in the knowledge that the IT services backing that up are running smoothly.

Dr. Roberto Asuncion, Vice President for Information Technology, Lufthansa Technik Philippines said: “Like all companies in the 21st century, the success of our business and the service we deliver is underpinned by the performance of our own internal IT services. The previous ITSM solution was cumbersome and unintuitive, meaning that we were unable to quickly and consistently process and resolve the issues that end users would report. As a result the IT service desk was struggling to meet its service level agreements but couldn’t immediately identify why, as it was unable to generate the necessary insight into performance vs. objectives. With the deployment of Supportworks and its integrated reporting capabilities we anticipate a much more agile and responsive ITSM desk that will not only enhance our productivity but also provide a more satisfactory service to end users.”

With Service IT+’s help, Hornbill’s Supportworks will help Lufthansa Technik Philippines’ 30-strong IT team provide support to over 2,500 end users. As part of Lufthansa Technik Philippines’ business objective to improve technical support to internal end users, it will also implement ITIL best practices to ensure that ITSM teams have established procedures to follow when providing support to users. Thanks to its full support of ITIL, Supportworks will provide the company with a tool that underpins best practice in handling incidents, problems, change and service requests. In this way, it will ensure that the ITSM team, and IT in general, can continue to become more efficient and effective.

Jean Bravo, Managing Director of ServiceIT+ said: “ITSM has a really important role to play in driving more efficient business processes, in turn helping organisations optimise their operations. This ability is becoming increasingly important against a backdrop of a competitive global economy in flux. Supporting a more flexible IT service desk with the foundation of ITIL best practices will help ensure that it is aligned with the needs of the business. By doing this, businesses such as Lufthansa Technik Philippines can realize even greater process improvement and efficiencies from their investment.”