Demonstrating service management tool plus consultancy quality and capability with ITIL Accredited Tool Vendor (ATV) status
DCON, German service management tool vendor and consultancy, was one of the first companies to achieve PeopeCert’s ITIL Accredited Tool Vendor (ATV) status in 2023 – demonstrating technology and people capability in line with ITIL 4 best practices. Bringing together 30 years of specialist experience, proven best practices and the state-of-the-art platform Servity, DCON does an excellent job in the field of holistic process automation.
ITSC, a digitization partner for 40-plus corporate health insurance funds with more than 19,000 users, signed up to DCON’s Servity Enterprise Service Management Platform in 2022. Since then, the company has seen greater process efficiencies, automation and customer satisfaction – plus the quality and performance levels underpinned by DCON’s commitment to the ITIL ATV programme.
Bjoern Börjesson, CIO for ITSC, explained the advantages:
“Some of our customers are part of the “critical infrastructure” in Germany and that is the standard we need to support.
“Therefore, having a highly available and robust IT infrastructure is essential. And that puts it at the heart of all ITSC activities.
“Availability does not mean only the performance of the pure operating component. It is essential that we deliver our customers solutions within a realistic timeframe. So, the combination of innovation and realization is crucial to our consulting services.”
Describing ITSC as a “holistic digitization partner, idea generator and innovator”, Börjesson also knew the company needed a service management tool and partner to support and future proof its quality requirements – and add value to ITSC’s health insurance company clients and their policyholders.
The chosen provider would also need to be “fluent” in ITIL 4: “ITIL forms the basis for everything we do and means that we don’t have to paint a target picture from scratch, but ITIL draws it out. This makes further development and day-to-day work much easier,” he said.
Working with DCON – an ITIL-Accredited Tool Vendor (ATV)
DCON’s Servity platform met all ITSC’s tender requirements; not only as a replacement for the previous ticketing system but a high quality, transparent solution encompassing Enterprise Service Management (ESM).
This now provides a centralized platform for service management, with business services contained in Servity’s service catalogue alongside ITIL practices for incident, problem and change enablement, plus a host of others.
“We think long term and DCON offers a very clear perspective for the future of service management within our business. And Servity, as an ESM tool enables continuous development; constantly testing and adapting new ideas, technologies and solutions to create direct added value for clients and their customers,” Börjesson added.
Then, when DCON achieved PeopleCert’s ITIL Accredited Tool Vendor status, it only reinforced the idea that ITSC had made the right choice of tool and service management partner:
“DCON’s ITIL ATV Platinum certification confirms our impression of them. It means that we speak the same language, have the same basic principles for the essential processes in IT, the same idea of creating value and that we are relying on a demonstrably qualified service provider.
“It is extremely important that our service providers can use their specialist expertise and advice to enable us to achieve real added value and genuine further development. The higher the quality and performance level, the better it is to broaden our horizons. So, the certificate represents proof that our service provider strives for – and what ITIL always provides – continuous improvement and maintenance of high quality,” Börjesson said.
Customer satisfaction – at the centre of everything
The net result of the ITSC/DCON relationship has been a multitude of benefits and added value:
“Servity allows us to map many processes in a smarter, more efficient and automated way and allows us to meet the ever-increasing demands of our customers. They receive transparency, development opportunities and the perspective to digitize and modernize their processes at scale. This means even newly-established processes for new technologies and services can be easily integrated into the tool.
“Scaling, customer satisfaction, costs and efficiency are the key words here,” Börjesson explained. DCON’s decades of service management and ITIL expertise ensures they are creating significant value by meeting ITSC’s requirement and working with us on “eye to eye level” on the ITSM-topic, as well as helping us advance to the next level of capability and customer satisfaction.
“Customer satisfaction is a central business value for DCON and I feel that we can shape the processes of ITSC together.”