Well configurable and many interfaces
Sparkasse Münsterland Ost relies on KIX
Sparkasse Münsterland Ost is a public savings bank based in Münster, Westphalia. Its business area is the city of Münster and the eastern Münsterland around the towns of Ahlen, Oelde and Warendorf. There is a main branch of the Sparkasse in each of these towns.
User: Sparkasse Münsterland Ost
Business: Public savings bank
Business area: City of Münster and districts of Ahlen, Oelde and Warendorf
Employees: approx. 1,200 in 79 branches
Task: Introduction of an incident management system due to the tightening of regulatory requirements
Solution: KIX Pro 17
Initial situation
Until 2015, the Sparkasse had relied on other software to control and automate service processes. The OTRS Community Edition, a ticket system, was used exclusively for logging with the implemented log management tool ProLog.
In addition, the bank worked with the web-based IT service management software Service Request Plus (SR+) from Finanz Informatik, the IT service provider of the Sparkassen Finanzgruppe. The core function of SR+ is service and problem management in communication with the association's computer centre.
"Over time, the OTRS Community Edition was no longer able to meet the increased requirements by far," says Frank Niehus, System Engineer at Sparkasse Münsterland Ost. "What we need is a very highly configurable application with many interfaces that we can use as a single point of documentation." A high degree of automation is also necessary in order to do justice to the workflows and processes.
"We always have an eye on the availability and utilisation of the employees."
- Frank Niehus, System Engineer
The project
In the search for a high-performance and future-proof solution for this task, the choice finally fell on KIX Pro, which is currently being operated at the Sparkasse in version 17. KIX Pro is a service management system for qualified IT and technical service. In addition to the administration of service contracts and service level agreements, the range of functions includes numerous services for efficient support in service provision. Thanks to access via web browser, employees and service providers can be integrated quickly, easily, flexibly and independent of location.
Sparkasse Münsterland Ost and cape IT held initial talks in spring 2017. After a custom-fit concept had been developed, KIX was launched in IT support as early as November, initially for internal use. In November 2018, KIX was released for the customer frontend, and one month later it was launched in the general operating organisation. Step by step, the further integration of the systems progressed. In 2019, the interface to SR+ was created, a requirement that was particularly important to Niehus. Since this year, the Internal Services department has also been handling its faults and service requests for building management via KIX, in addition to various other services.
In addition to KIX Pro, the bank has acquired several extension functions. Kanban, for example, makes it possible to visualise and efficiently control the workflow on a digital post-it wall: Note task, file, done. The board guarantees optimal deployment and task planning, says Niehus: "We always have an overview of the availability and utilisation of the employees".
An additional extension function, KIX Connect, transmits and receives data from other systems and thus ensures a problem-free exchange. KIX Connect, which includes KIX2JIRA, KIX2KIX and KIX2i-doit, for example, enables the exchange of data from different systems via backends through pre-configured web services.
Conclusion
The cooperation between Sparkasse Münsterland Ost and cape IT is very successful and will be continued. KIX is now an established system with currently around 1,300 tickets per month - and the trend is rising. Especially during the lockdown, KIX was able to prove its efficiency and provide a boost in acceptance. In the meantime, there have already been requests from two other areas to use KIX as a control tool.
Status: 2020
