Case Study: Hessen-Forst

Statewide IT Service Management and Service Desk (SPOC) with EcholoN

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The Initial Situation

Hessen-Forst is organized as a land-based operation throughout the state, with a headquarters, forest offices, specialized units, hundreds of forest districts, and additional home offices. The user support team had to reliably coordinate this structure, even though requests had previously been handled in a highly unstructured manner via notes, hallway conversations, and decentralized communication. As a result, there was no uniform basis for ticket processing, information flow, and tracking.

Conclusion:

With EcholoN, Hessen-Forst has implemented a stable ITSM solution that is largely ready to use “out of the box.” The solution structures the user service as a central SPOC and reliably supports comprehensive support across many locations. According to the project management team, the implementation went smoothly, the goals were achieved, and the solution is running so stably in production that the need for support from mIT solutions is “pleasingly rare.”

About Hessen-Forst

Hessen-Forst is the state agency responsible for forest care and management in Hesse. It manages forests throughout the state, following an approach to forestry that is close to nature and combines the aspects of conservation, use, and biodiversity.

“We're very satisfied with the technical support. EcholoN just keeps on running and running and running.”

Thomas Völzel
EcholoN Project Manager, Hessen-Forst

Goals and Challenges

Organize comprehensive IT support for all locations in Hesse in a structured manner

Streamline user services and increase the efficiency of the IT department

Establish a consistent flow of information and clear responsibilities within support

Make tickets—including history, the knowledge base, and search functionality—centrally available

Set up a Service Desk as a single point of contact (SPOC) and operate in a process-oriented manner based on ITIL

Solution Approach with EcholoN

Hessen-Forst has implemented EcholoN as a central ITSM platform to establish a user service in the form of a service desk based on the SPOC principle and to manage workflows in a process-oriented manner. EcholoN handles ticket processing with status logic, a roles-and-permissions model, and integrated email connectivity, and also supports knowledge management, search, quick tickets, document attachments, and exports. The implementation required minimal customization and was closely aligned with a clear set of requirements, ensuring that installation, structure setup, and operation quickly became stable.

Key Measures

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Creation of a detailed requirements catalog (including tickets, email, SLAs, permissions, and knowledge base)

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RFP and system selection with a focus on the standard product, minimal customization, and value for money

Setting up the organizational and location structures in EcholoN for field operations

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Establishment of the Service Desk as a central single point of contact (SPOC)

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Enabling Knowledge Base, Search Function, Quick Tickets, and Document Management

Results and Added Value

  • Significantly more structured user service through centralized ticket management
  • Faster processing and higher satisfaction in day-to-day support (according to an interview)
  • Reduced data loss through systematic recording and tracking
  • Stable operations with reliable technical support and low susceptibility to disruptions in day-to-day operations
  • Foundation for further expansion goals in ITSM through a process-oriented platform

“Would you choose EcholoN again? – Yes, without a doubt!”{iflng}}

Thomas Völzel
EcholoN Project Manager, Hessen-Forst

About EcholoN

EcholoN is an enterprise service management suite from mIT solutions GmbH designed for the structured management of service processes. The platform supports IT service management based on ITIL, featuring a service desk, workflows, a self-service portal, a knowledge base, SLA logic, and reporting. It is scalable for different organizational units and locations.

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