Success Stories

Customer Success Story – Banedanmark

Company

• Name: Banedanmark

• Location: Copenhagen, Denmark

• Industry: Railway

• Implementation partner: ImpleVista Management & Consulting

Challenges and Opportunities

• Manage IT support desk for more than 1000 SAP software and other users.

• Replace internally developed IT support tools with the 1 integrated software

Objectives

• Manage support desk incidents more efficiently, improve problem resolution

• Support continuous change management process to keep it harmonized and transparent

Implementation Highlights

• Implemented Incident Management in SAP Solution Manager Service Desk and managing Change

    Requests.

• Implemented support processes centrally

• Used ImpleVista’s Support to leverage SAP resources to resolve issues and ensure smooth go-live

Benefits

• High-level integration of SAP applications and central handling of support messages improved efficiency of help desk.

• Automatic notifications enabled fast response to issues.

• More transparency of change request management process improves security in the area of operations.

• Standardized internal IT processes improve level of service delivery.

• Automated support processes reduce workload and cost of service delivery.

About Banedanmark

Banedanmark, Rail Net Denmark, provides the foundation that makes it possible for trains to run in Denmark.

Banedanmark’s staff keeps the trains on track 24 hours a day, year-round. They make sure the tracks, signals and safety systems are properly maintained, renovate the network or build new lines. They monitor rail traffic and steer trains in and out of stations and across the entire rail network.

Banedanmark works hard so that as many trains as possible can run on the rail tracks. In this way, they form the foundation for one of the safest and most environmentally friendly methods of transporting people and freight on land.

Rail Net Denmark is responsible for 2,323 km of railway tracks. Approximately 2,700 trains run on the rail network every day. That adds up to almost 1 million trains a year. On a daily basis, Banedanmark is responsible for 38,000 arrivals and departures at stations all over Denmark. More than 160 million passengers and 7.5 million tons freight are transported annually on the network.

Organization

Rail Net Denmark is a state-owned enterprise that operates under the auspices of the Danish Ministry of Transport and Energy. A Board of Directors and a management team run the enterprise. Rail Net Denmark has a staff of 2,500, with offices all over Denmark and headquarters in Copenhagen's North Harbour.

BANEDANMARK

Renowned Railway Company Leverages SAP Solution Manager to Improve its IT Support Desk.

Banedanmark’s main market is in Denmark. A strong portfolio of regional, and national Rail Network appeals to a broad diversity of transport and logistics to ensure growth in all segments of the Railway market.

To support this growth and uphold its commitment to quality, innovation, and continuous improvement, Banedanmark sought to enhance the capabilities of its IT support processes. Banedanmark has been using internally developed software to support end users. The homegrown software, however, didn’t offer the desired functionality.

The company was looking for a new solution that would meet the expectations and would support IT processes to improve IT service delivery. To meet the company’s business needs, the new solution would integrate support and change processes and make them transparent.

As a result, the company chose to implement – with help from the ImpleVista Management & IT Consulting  – the SAP Solution Manager Application management platform.

IT Support

Based in Copenhagen, Banedanmark IT Service provides support to approximately 300 users of SAP software. The users work in different business entities that are located in Denmark. To work more efficiently, the IT support group needed a solution that would channel end-user messages to a central point of contact for processing and resolution, provide more timely information for resolving issues faster, and plan better to meet business needs.

“It was their decision to use SAP Solution Manager after attending a live demo from ImpleVista Management & IT Consulting  for End-to End Incident Management in SAP Solution Manager. The decision was not only because of its strengths as a tool, but also because it offered the best level of integration of SAP and non-SAP software. Banedanmark dint want their  users to have to log on to different systems to register a support inquiry. With SAP Solution Manager, users can send support messages with a few mouse clicks from their desktop. The transaction is fully integrated”. ImpleVista convinced Banedanmark to use SAP Solution Manager as it complies with the recommendations of the IT Infrastructure library (ITIL) standards, the most widely accepted approach to IT service management in the world – which is another reason why Banedanmark decided to implement it.”

Streamlining IT Support Desk

The service desk functionality included in SAP Solution Manager helped Banedanmark  support staff manage incidents more efficiently and eased the settlement of support costs. SAP Solution Manager provided information that improved problem resolution. Central handling of support messages made the support organization more efficient.

SAP Solution Manager integrated with Microsoft Outlook helped the company kept its end users informed about the status of their messages. “Before the implementation, end users had several communications channels with which to inform the support team about problems with business applications. Thanks to SAP Solution Manager, when end users now have a problem, they can send us a message directly from the transaction they are working in,” says the IT Manager at Banedanmark. “Also important for the IT organization, the tool automatically sends some technical information for their IT consultants at the moment the user sends a message. So if the problem has to be escalated, all of the necessary information is automatically included.”

Investment for the Future

As a long-term benefit that will reduce total cost of ownership, SAP Solution Manager – a standard tool available to all SAP customers free of charge – will be supported and maintained by SAP. Banedanmark receives new releases and patches as they are available. Should Banedanmark have any issues or problems with the tool, they can report them to SAP for resolution.

Looking ahead, Banedanmark also wants – when the company is ready – to implement additional functionality and scenarios that SAP Solution Manager offers.

Implementing Improvements

Banedanmark decided to implement Service Desk scenario in SAP Solution Manager to improve service desk efficiency, gain better control of change request processes. Imple Vista Management & IT Consulting provided technical experts in using the SAP Solution Manager and in customer relationship management (CRM).  The project team working with the SAP Solution Manager tested the software involved in the implementation project and, before making the switch to a productive system, ensured that the functionality worked properly.

The cooperation between the Banedanmark project team and Imple Vista Management & IT Consulting helped to streamline the implementation and ensure a successful go-live. As performance issues materialized, Imple Vista reacted quickly to resolve them and reduce the technical risk of the implementation.

“After going live with SAP Solution Manager, Banedanmark had all the information they needed for managing incidents and change requests at the time they occur. This enabled them to solve the issues immediately”.

Improving and managing Incident / Change Requests

“Thanks to SAP Solution Manager, both the business and the IT group keep track of support and change requests at every stage of resolution”. The highly automated Incident /change request management process contributed to enhancing and optimizing administrative tasks.

“SAP Solution Manager is organized according to best practices. A change to the environment is managed more safely for our internal customers. Banedanmark can control the whole process better from beginning to end”.  “SAP Solution Manager provides greater transparency for the IT support process, enabling a clearer picture of the provided service, which is important for internal customers.”