ITSM with two administrators: How BANG Kransysteme introduced KIX to its small IT team
Many companies with small IT teams have a persistent prejudice: a "proper" ITSM system is only worthwhile once the team reaches a certain size. They are considered too complex to implement, too costly to operate, and ultimately too expensive. However, BANG Kransysteme, based in Oelsnitz, Saxony, shows that there is another way.
High-tech cranes and a small IT team
The family-owned company builds highly specialized, partially automated cranes for customers worldwide. A comparatively small IT department controls and supports these cranes. For a long time, malfunctions and inquiries were addressed through word of mouth, telephone, or quickly in the office. However, it eventually became clear that the team was reaching its limits. Important issues were left unresolved, and no one had an overview of where the actual problems lay.
Rather than introducing an oversized enterprise tool, the two IT employees chose KIX, an open-source ITSM solution, and set up the system entirely on their own. With just a few templates and a self-service portal, they transitioned from "on-call support" to structured ITSM.
The full success story details how they implemented this, the hurdles they faced, and the current effects.