Case Study: Aveniq AG

ITIL-based ITSM and ISO 20000 certification with EcholoN

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The Initial Situation

Aveniq AG (formerly GIA Informatik) is an outsourcing service provider that supports several thousand users. The company faced the challenge of replacing a technically outdated help desk system. The existing solution could not be updated, did not offer ITIL-compliant processes, and could not map problems, changes, or ISO 20000-relevant workflows in a structured manner.

Manual workarounds, a lack of automation, and limited transparency increasingly hindered efficient service operations. To achieve its planned ISO 20000 certification, Aveniq needed a modern platform that would map processes in a standardized and scalable manner and provide ITIL-compliant support.

Conclusion:

With EcholoN, Aveniq has introduced a modern, ITIL-compliant ITSM platform. This platform standardizes, automates, and makes processes transparent. With EcholoN, the company successfully achieved ISO 20000 and ISO 27001 certifications. Today, it has a scalable, service-oriented operating model for more than 2,500 portal users.

About Aveniq AG

Aveniq AG is a leading Swiss IT service provider within the Müller Martini Group that delivers solutions in the areas of ERP, cloud services, and software development. With approximately 2,000 employees, the company supports customers in over 50 countries in the digital transformation of industrial, production-related, and business-critical processes.

“With EcholoN, Aveniq AG is paving the way for ISO 20000 certification.”

Project Manager, Aveniq AG

Goals and Challenges

Replacement of the outdated help desk with an ITIL- and ISO 20000-compliant system

Mapping of complete ITIL processes (Incidents, Problems, Changes, Releases)

Greater transparency & key metrics for customers and internal quality management

Interoperability with third-party systems (SAP, AD, time tracking, etc.)

User-friendliness & modern look & feel

Centralized knowledge management and modern self-service

Updatability & release reliability

Solution Approach with EcholoN

Following a structured vendor evaluation, Aveniq chose EcholoN. The platform comprehensively maps ITIL processes, is flexibly configurable, and, thanks to the EcholoN Data Workflow System (DWS), offers a powerful integration foundation.

Based on best practices, the target processes were defined using EcholoN, aligned with ISO 20000 consultants, and then implemented 1:1. The modern service portal offers customers an intuitive interface, expands the service catalog, and enables a clear evaluation of services. At the same time, Aveniq introduced a central knowledge database and integrated time tracking, AD data, inventories, and other systems via DWS. This resulted in a process-oriented, audit-ready, and sustainable ITSM structure that became a central component of the ISO certifications.

Key Measures

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Introduction of the EcholoN platform as a central ITSM solution

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Definition and Diagram of all ITIL processes (Incident, Problem, Change, Release)

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Integration with SAP Time Recording, AD, inventory systems, and customer systems via DWS

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Launch of a new self-service portal for approximately 2,500 users

Reorganization of all workflows, escalations, and role models in accordance with ISO 20000

Icon einer Benutzeroberfläche mit Checkliste und Lupe als Symbol für Analyse, Prüfung von Prozessen und strukturierte Aufgabenverwaltung

Development of a central knowledge database for internal and external users

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Introduction of automated monthly reports & KPI sets for clients and management

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Training and Go-Live within a few months (Start: December 1, 2015)

Results and Added Value

  • ISO 20000 & ISO 27001 successfully achieved
    Structured processes and audit-ready workflows form the foundation.
  • Significantly fewer manual tasks
    Automated email pre-filtering, workflow routing, and SLA monitoring.
  • 360° transparency across all services
    Tickets, histories, ratings, and resource utilization can be viewed at any time.
  • Automated service-level reports
    KPIs such as first-time resolution rates or response times can be analyzed at the click of a button.
  • High customer focus through a modern portal
    Extended service catalog, clear ratings, seamless communication.
  • EcholoN as a central business enabler
    Release-ready extensions and integrated data streams continuously improve service quality.

“Today, we can generate service-level reports for our customers almost entirely automatically—a huge advantage in quality management.”

Project Manager, Aveniq AG
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About EcholoN

EcholoN is mITsolutions’ modular enterprise service management platform. Thanks to ITIL processes, workflow automation, self-service, reporting, DWS data integration, and CMDB, EcholoN is the ideal solution for organizations that want to operate in accordance with ISO 20000 and ISO 27001.

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