Case Study: HARTING Technology Group

Consolidated IT Service Management: Two System Environments United in EcholoN

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The Initial Situation

HARTING IT-Services GmbH & Co. KG serves as the central help desk for the international HARTING Technology Group and handles all IT inquiries. Before implementing EcholoN, however, the team worked with two separate ticket systems: one for SAP-specific processes and one for all other IT issues. These duplicate structures led to additional effort, media breaks, and a lack of automation capabilities.

Key features such as self-service, mobile access, standardized workflows, and an integrated CMDB were not centrally available. For the ITSM team, this meant limited transparency, restricted scalability, and a high level of manual effort. To standardize processes and establish a clear single point of contact, HARTING decided to replace the existing systems with a centralized service management platform.

Conclusion:

With EcholoN, HARTING has consolidated two separate ticket systems into a single, centralized, flexible ITSM platform. Technicians now work more efficiently, with greater transparency, and with significantly more automation. Features such as self-service, DWS data integration, mobile access, and CMDB enable a modern service ecosystem that can be rolled out globally.

About HARTING Technology Group

The HARTING Technology Group, headquartered in Espelkamp, is a global leader in industrial connection technology for data, signals, and power. With 44 subsidiaries and more than 4,600 employees, HARTING supplies high-quality connectors, system solutions, device components, and technologies for industries such as mechanical engineering, automation, electromobility, and the transportation sector.

“Which processes pose risks, where can we streamline our operations, and how can we create transparency? These questions led us to consolidate with EcholoN.”

Manuela Kolodzeizik
Information Technology Specialist, HARTING IT-Services

Goals and Challenges

Consolidation of two ticket systems into a central single point of contact

Mapping of both SAP and traditional IT processes in a single system

Multilingual support and a modern user interface

Mobile accessibility for international locations

Integrated emergency management

Integration with existing systems such as AD, the phone system, Docusnap, and asset management

Increased process and reporting transparency

Solution Approach with EcholoN

Following a structured selection process, HARTING chose EcholoN because the system impressed with its high level of process orientation, adaptability, and future-proof design. In particular, the EcholoN Data Workflow System (DWS) provided a powerful foundation for connecting processes across systems without requiring any programming knowledge.

Today, EcholoN serves as the central service hub for SAP and IT processes. The platform enables standardized workflows, clear role models, flexible escalation mechanisms, and mobile access. The system supports the global service organization with a modern user interface, self-service functions, and structured knowledge management. With EcholoN, HARTING has laid the foundation for transparent, scalable, and measurable IT service management.

Key Measures

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Introduction of the EcholoN platform as the central SPOC for all IT and SAP inquiries

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Consolidation of both legacy systems and a complete organizational overhaul

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Implementation of new, standardized workflows for incident, change, and request processes

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Technical Integration of AD, the phone system, Docusnap, CMDB, and other systems

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Launch of a self-service portal for approximately 3,000 users

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Migration of machine, technician, and service data using Excel import functions

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Mobile Use for Field Staff and International Teams

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Implementation of a reporting framework for key performance indicators, resource planning, and time tracking

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New Processes for Onboarding, Deployment Dates, and Priority Management

Results and Added Value

  • Transparent, unified process landscape
    All tickets, systems, and tasks converge at a single point of contact.
  • Significantly fewer workarounds
    Complex delegations and manual workarounds are completely eliminated.
  • Significant workload reduction through self-service & mobile access
    More than half of all tickets are now submitted via the web portal.
  • Role-based dashboards & clear priorities
    Employees see critical issues via push notifications and act more quickly.
  • Globally scalable and release-ready
    EcholoN remains fully updatable despite customizations
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“With EcholoN, workarounds are no longer necessary—many things are now simpler, more transparent, and more efficient.”

Fabian Hein
Information Technology Specialist, HARTING IT-Services

About EcholoN

EcholoN is mITsolutions’ modular IT and enterprise service management platform. It combines ITIL processes, self-service, mobile access, workflow automation, and DWS data integration into a scalable, comprehensive solution for global service organizations.

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