Case Study: KTR Systems GmbH

Achieve clear IT processes, greater transparency, and efficient improvement cycles with EcholoN

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The Initial Situation

KTR Systems GmbH operates a globally distributed IT landscape and requires a reliable, transparent, and scalable structure to efficiently manage incidents, change requests, and service processes. Before implementing EcholoN, service requests were organized using Outlook and Excel spreadsheets.

This resulted in a lack of visibility into incidents, no valid capacity planning, long response times, and insufficient insight into recurring root causes of problems. An earlier attempt to implement an ITSM system failed due to a lack of user acceptance.

As the company grew, it became clear that the IT department needed a central service platform to standardize processes, manage change requests in a structured manner, and establish a continuous improvement process (CIP).

Conclusion:

KTR has completely restructured its IT processes using EcholoN: They are now transparent, efficient, traceable, and globally scalable. Today, the platform forms the backbone of incident and change management, enabling data-driven decisions and a modern, process-oriented way of working.

About KTR Systems

KTR Systems is a leading international manufacturer of drive technology, couplings, brakes, torque measurement technology, and hydraulic and thermal systems for the machinery and plant engineering industries. Founded in 1959, this family-owned company employs over 1,100 people worldwide, including approximately 450 at its headquarters in Rheine. Millions of standard and custom products for industrial customers are manufactured at seven locations.

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“EcholoN allows us to implement a continuous improvement process in a structured way, using a secure, well-designed workflow.”

Olaf Korbanek
IT Director, KTR Systems GmbH

Goals and Challenges

Professionalization of IT service processes through the implementation of a user-friendly, widely accepted ITSM system as the central IT work platform.

Quick overview of ticket volume, priorities, and system statuses.

Integration of incident and change management replaces eight Excel-based change lists with over 280 open requests.

Efficient processing, clear workflows, defined approvals, and consistent process logic.

Global usability through a web-based system that can be used internationally at all KTR locations.

Solution Approach with EcholoN

Following a structured selection process, KTR chose EcholoN. The platform can support both incident management and change management in a way that is tailored to midsize companies and aligned with ITIL. First, categories, priorities, user groups, and routing rules were defined in collaboration with mIT solutions.

A test system provided initial hands-on experience before the new ITSM was rolled out centrally across all modules in a “big bang” deployment. At the same time, integration with SCCM, Active Directory, and the inventory and deployment system took place, ensuring that device histories and system information are directly available.

Since January 2017, KTR has also been managing its entire change management process through EcholoN—including approval workflows, prioritization, and reliable documentation.

Key Measures

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Implementation of centralized, ITIL-based incident and change management

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"Big Bang" Go-Live in Just Four Months

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Integration with SCCM, AD, and inventory systems

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Web-based ticket portal for international locations

Implementation of a structured approval process for change requests

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Creating a centralized ticket heat map for real-time transparency

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Standardization of Excel-based change documentation in EcholoN

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Setting Up a Knowledge Base as a Self-Service Platform

Results and Added Value

  • Transparent IT Operations:
    Instant overview of ticket counts, priorities, and system statuses via monitors and dashboards.
  • Noticeably shorter processing times:
    Thanks to clear structures, automated steps, and standardized processes.
  • Structured change management:
    Approvals, prioritization, and tracking replace Excel spreadsheets and informal processes.
  • Effective resource planning:
    Clear assignments, consistent data, and standardized workflows simplify planning and control.
  • Increased user acceptance:
    Over 4,000 tickets during the initial usage period indicate a high level of internal acceptance.
  • Improved root cause analysis:
    Device and system histories enable precise corrective actions and the replacement of error-prone product batches.
  • Future-proof platform:
    Foundation for further developments such as a knowledge base, automated evaluations, and event-driven ticket creation.

“With EcholoN, we are able to solve problems more quickly and improve our processes in a sustainable way.”

KTR Project Team, KTR Systems GmbH

About EcholoN

EcholoN is a modular service management platform that centralizes, standardizes, and automates complex IT and service processes. From incident and change management to workflow automation and CMDB, EcholoN combines flexibility, transparency, and deep integration.

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Your contact:

Ralph Bockisch

mIT solutions GmbH
Quickborner Straße 79
25494 Borstel-Hohenraden

+49 4101 6969 3
vertrieb@mitsolutions.de