Case Study: Hannoversche Informationstechnologie AöR (HannIT)

Achieve greater digitization, automation, and transparency in IT support with EcholoN

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The Initial Situation

Hannoversche Informationstechnologie AöR (HannIT) is a municipal IT service provider that serves numerous cities, municipalities, and transportation and utility companies. For the approximately 90 support staff members, reliable, transparent, and structured IT service management is of essential importance.

However, the previous in-house ticket system could no longer meet the growing demands. It completely lacked automation, ITIL-compliant processes, CMDB support, reporting, and workflow control. Tickets were processed solely in chronological order, information was scattered, and processes were inadequately documented.

As service complexity grew, it became clear that without a modern, scalable ITSM system, security, traceability, and process quality could no longer be guaranteed.

Conclusion:

With EcholoN, HannIT has taken its service processes to a new level: They are transparent, ITIL-aligned, fully digitized, and efficiently manageable. Whereas isolated solutions and manual processes used to dominate, today a highly integrated service platform ensures structure, traceability, and future-proofing.

About HannIT

HannIT is a public-law institution and ranks among the leading municipal IT service providers in Lower Saxony. The company plans, implements, and operates complex IT environments for municipalities, government agencies, public utilities, and service providers. From the provision of hardware and software to data center operations, terminal server solutions, and security solutions, HannIT supports its customers throughout the entire IT lifecycle.

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“From the moment an email is received to the delivery and handover of the data to the financial accounting department, all processes are handled seamlessly with EcholoN.”

Jörg Gilgen
ITIL Representative, HannIT

Goals and Challenges

Mapping of incident, problem, and CMDB processes according to modern standards.

Moving away from sticky notes toward complete digital process histories.

Integration of service, technical support, warehousing, procurement, and financial accounting.

Model workflows, standardize processes, and establish reporting.

Migrate Navision data to a CMDB and clean up historical structures.

Solution Approach with EcholoN

Following a public request for proposals and system presentations, HannIT chose EcholoN. The platform is ITIL-compliant, flexible, and scalable. First, the ITIL-based core processes were developed in collaboration with mIT solutions and migrated to EcholoN.

This was followed by system parameterization, customization, user training, and the migration of existing service data into the new CMDB. Particular emphasis was placed on mapping specific administrative structures, which could be implemented quickly and cleanly thanks to EcholoN’s flexible architecture.

A parallel test run ensured that the billing processes functioned correctly with financial accounting. After successful validation, the legacy system was completely replaced.

Key Measures

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Implementation of ITIL-compliant incident, problem, and CMDB processes

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Migration and Cleanup of Inventory Data from Navision

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Implementation of end-to-end workflow management for service and procurement processes

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Direct integration with financial accounting, user management, and document management

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Digitization of Entire Process Phases (including email correspondence, phone calls, and attachments)

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Creation of checklists for common malfunctions

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Introduction to KPI reporting, SLA monitoring, and utilization analyses

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Expansion into a Dispatching Center and launch of a self-service portal strategy

Results and Added Value

  • Complete end-to-end process integration:
    No more data silos between service, warehousing, technical operations, and financial accounting.
  • Significantly greater transparency:
    All processes and documents are digitally linked and traceable.
  • Faster processing times:
    Checklists, structured workflows, and automated steps reduce response times.
  • Professional ITIL alignment:
    Incident, problem, and CMDB processes have been modernized and standardized.
  • Optimized resource planning:
    Improved dispatching, clear roles, and well-defined process responsibilities.
  • Data-Driven Management via KPIs:
    Response times, SLA compliance, team utilization, and case volumes are transparently measurable.
  • Scalable platform:
    Foundation for self-service, knowledge management, and process automation.

“Today, we have end-to-end process handling and documentation—a huge leap forward in transparency and process quality.“

Jörg Gilgen
ITIL Representative, HannIT
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About EcholoN

EcholoN is a modular service management platform that enables organizations to digitize, automate, and measurably improve their complex service processes. From incident management to workflow automation, EcholoN offers maximum flexibility, high integrability, and clear process structures.

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Your contact:

Ralph Bockisch

mIT solutions GmbH
Quickborner Straße 79
25494 Borstel-Hohenraden

+49 4101 6969 3
vertrieb@mitsolutions.de