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.
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.
“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.”
Key Measures
Implementation of ITIL-compliant incident, problem, and CMDB processes
Migration and Cleanup of Inventory Data from Navision
Implementation of end-to-end workflow management for service and procurement processes
Direct integration with financial accounting, user management, and document management
Digitization of Entire Process Phases (including email correspondence, phone calls, and attachments)
Creation of checklists for common malfunctions
Introduction to KPI reporting, SLA monitoring, and utilization analyses
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.”
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.
Contact
Let's talk!
Your contact:
Ralph Bockisch
mIT solutions GmbH
Quickborner Straße 79
25494 Borstel-Hohenraden