The Initial Situation
For Hamburg Messe und Congress GmbH, reliable IT is the foundation for smooth event operations. However, the previous service setup could no longer meet these requirements. Support requests came in through various channels, individual calls got lost in the daily rush, and neither the IT department nor the users could track the status of these requests.
A lack of structure, insufficient documentation, and dependence on individual staff members’ availability led to a loss of trust in the internal IT department. The goal was therefore to introduce a centralized, ITIL-based service management solution that reliably captures requests, documents them transparently, and ensures stable, traceable IT support.
About Hamburg Messe und Congress GmbH
Hamburg Messe und Congress GmbH is one of Germany's leading trade show and event companies. With approximately 87,000 m² of exhibition space and one of the most modern exhibition centers in Europe, it organizes national and international trade shows, conventions, and major events in the heart of Hamburg.
“EcholoN is being very well received; approximately 99% of inquiries are now submitted directly through EcholoN.”
Key Measures
Launch of the EcholoN Service Desk as a central point of contact
Smooth inventory transfer thanks to well-prepared data
Structured ITIL Processes for Incident, Request, and Change Management
Standardized Processes for Hardware, Software, and Telecommunications Systems
Clean CMDB Structures for Inventory, Assets, and Reports
Improved Data Quality Thanks to Systematic Maintenance and Reporting
Ongoing Support and Update Assistance from mIT solutions
Results and Added Value
- 99% of all requests are now processed through EcholoN
This high level of adoption is clear evidence of transparency, efficiency, and user-friendliness. - Traceability across all processes
No more lost tickets; clear processing statuses strengthen trust between IT and employees. - Significant improvement in quality
Through structured inventory management, ITIL processes, and a central data hub. - Significantly improved reporting capabilities
Reports provide reliable KPIs for management and quality control. - Stable, collaborative partnership
“Continuity, professionalism, and flexibility”—that’s how HMC describes its partnership with mIT solutions.
“The inventory management is really well-organized and structured, which is a big plus for us when it comes to generating reports.”
About EcholoN
EcholoN is the modular enterprise service management platform from mIT solutions. It combines ITIL processes, CMDB, workflow automation, self-service, and powerful reporting into a single solution, ensuring reliable service quality and maximum transparency.
Contact
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Your contact:
Ralph Bockisch
mIT solutions GmbH
Quickborner Straße 79
25494 Borstel-Hohenraden