The Initial Situation
For WeltN24 GmbH, the market leader among German news broadcasters, fast, highly available IT support is business-critical. However, the previous service and ticketing system was technically limited, inflexible, and provided important outage information too slowly. As a result, it was nearly impossible to reliably meet the strict SLAs, particularly in broadcast technology.
Different types of incidents—ranging from classic IT incidents to extremely time-sensitive broadcast disruptions—could not be adequately mapped. Workflows had to be laboriously adapted, information reached technicians too late, and consistent process documentation was not possible. A modern, scalable ITSM system designed for highly critical response times was therefore urgently needed.
About WeltN24 GmbH
WeltN24 GmbH produces the WELT TV news brand as well as digital news offerings. In addition, the company supplies the entire ProSiebenSat.1 Group with up-to-date news content. Thanks to state-of-the-art broadcast systems, highly available IT infrastructures, and 24/7 production operations, the company is one of the leading players in the German news market.
“We have therefore decided to replace our system with a powerful, fast, and yet flexibly configurable service management suite that was designed from the ground up with service in mind.”{iflng}}
Key Measures
Implementation of the EcholoN ITSM platform as a central incident and ticket system
Clear distinction between standard IT outages and critical broadcast incidents
Reorganization of Ticket Handling with Feedback Loops for Users
Development of a self-service portal to reduce the number of support calls
Setup of a knowledge base for first-level support
Mobile System Access for Technicians on 24/7 Duty
Integration of Monitoring Systems for Automated Fault Detection
Implementation of new modules (Problem & Change Management) to achieve process maturity
Results and Added Value
- Faster incident detection and SLA-compliant handling
Broadcast incidents can be prioritized and assigned within the specified time limits. - High transparency and traceability
Incident reporters receive feedback and can confirm or reopen cases. - Significant reduction in phone support requests
The self-service portal and knowledge base noticeably reduce the workload on first-level support. - More efficient resource management
EcholoN supports shift scheduling and ensures optimal utilization. - Flexible and cost-effective customizations
In-house developments remain release-ready—a major advantage for continuous further development.
“EcholoN is a mature and well-designed IT service system—fully developed, field-tested, and closely aligned with actual customer needs.”{iflng}}
About EcholoN
EcholoN is a modular enterprise service management platform from mITsolutions, designed for companies with high demands for speed, availability, and transparent support processes. Thanks to its combination of ITIL processes, workflow automation, self-service, reporting, and flexible integration, EcholoN is ideally suited for broadcast and enterprise IT environments.
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Ralph Bockisch
mIT solutions GmbH
Quickborner Straße 79
25494 Borstel-Hohenraden