Case Study: Kreisverwaltung Ostholstein

Achieve greater process reliability, transparency, and efficient citizen services with EcholoN

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The Initial Situation

For the Kreisverwaltung Ostholstein, stable and efficient IT operations are crucial to reliably providing administrative processes for its approximately 500 employees. However, the previous help desk system had reached the end of its lifecycle: It lacked further development, had no interfaces, featured an unstructured data model, and offered only limited process mapping—all of which made a modern service organization impossible.

Contracts could not be managed systematically, new workflows could not be modeled, and the creation and tracking of tickets were prone to errors. Support requests came in through many channels and then had to be documented manually. As a result, transparency, efficiency, and process reliability were virtually impossible to ensure.

Conclusion:

With EcholoN, the Kreisverwaltung Ostholstein has systematically modernized and professionalized its IT service organization. Today, processes are transparent, scalable, and clearly structured. The administration benefits from measurably greater efficiency, fewer errors, and a noticeably higher quality of service.

About the Kreisverwaltung Ostholstein

With a population of approximately 198,000, 185 kilometers of Baltic Sea coastline, and an area of just under 1,400 square kilometers, the Kreis Ostholstein is one of Germany’s most important coastal regions. The district administration is headquartered in Eutin and is responsible for six cities, three administrative offices, and numerous municipalities. It provides the digital and organizational infrastructure for one of the state’s most popular tourist destinations.

“EcholoN takes our IT processes to a whole new level—transparent, reliable, and finally free of workarounds.”

Arne Asmus
Technician, Kreis-Verwaltung Ostholstein

Goals and Challenges

Replacement of an outdated help desk system and establishment of a modern, process-oriented service structure.

Elimination of multi-channel chaos, clear responsibilities, centralized tracking.

Model workflows, systematically manage documents and contracts, and automatically communicate status changes.

Faster processing, reduced support workload, and better resource management.

Solution Approach with EcholoN

The Kreisverwaltung Ostholstein chose EcholoN to consolidate all IT service processes on a central platform and map them seamlessly across different media. Following an analysis of existing processes, the data model and the CMDB were first thoroughly rebuilt during the implementation phase. The migration of legacy data, which was particularly challenging due to the structure of the legacy system, was successfully completed through close collaboration with consultants from mIT solutions.

In the next step, EcholoN was set up as a central service desk, including workflow design, ticket classification, a role-based concept, and automated communication routines. In addition, the administration implemented digital contract management and launched a self-service portal through which employees can directly create and track tickets.

Key Measures

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Rebuilding the CMDB and cleaning up the flawed legacy data model

An icon for a user interface featuring a checklist and a magnifying glass, symbolizing analysis, process review, and structured task management

Launch of a web-based ticket and self-service portal

Icon featuring two interlocking gears and arrows, symbolizing automated processes, process optimization, and continuous workflows

Implementation of automated workflows & escalation logic

Icon of a headset with a speech bubble, representing support, customer service, and digital communication

Clear distinction between 1st- and 2nd-level support

An icon of a cloud with arrows pointing up and down, symbolizing data exchange, synchronization, and cloud-based processes

Integration of email inboxes for automated classification

Icon of a certificate with a seal, symbolizing quality assurance, compliance, and verified standards

Implementation of digital contract and license management

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Standardization of key administrative processes (e.g., onboarding)

Results and Added Value

  • Transparent service processes
    A central SPOC replaces scattered communication channels.
  • Efficient ticket processing
    Automated assignment, traceable histories, clear roles.
  • Significantly fewer follow-up inquiries
    Employees can view status, contact person, and history at any time.
  • Better resource management
    Clear separation of support levels and structured prioritization.
  • Clean database
    Elimination of old workarounds, consistent data model, clear CMDB structures.
  • Higher service quality
    Standardized processes, faster response times, lower error rate.
  • Scalable platform
    EcholoN currently serves as the foundation for workflow automation, contract management, and future partner integrations.

“While some were too complex, others lacked functionality or flexibility. In the end, only EcholoN offered the right overall package.”

Arne Asmus
Technician, Ostholstein District Adminis
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About EcholoN

EcholoN is a modular service management platform that enables organizations to centralize, automate, and reliably manage their complex processes. From incident management to workflow automation and CMDB, EcholoN combines flexibility, transparency, and deep integration capabilities—Made in Germany.

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