RUAG Switzerland: With the UMB Consultant to a Service-Oriented IT Organization.
You may be familiar with this scenario: Despite utilizing an effective IT service management tool, the service quality your business achieves still falls short of your expectations. This is often due to the absence of defined processes and communication with the relevant parties. The lack of clarity leads to ambiguity regarding expectations and the standards that need to be met. At the Swiss technology company RUAG, an experienced consultant from UMB has taken on this challenge, creating the basis for a service-oriented IT organization.
#IT StrategyRUAG is the future-oriented technology partner of the Swiss Armed Forces. Founded in 1998, the company is known for its high-quality products and services in the field of defense and security technology.
An ITSM alone does not deliver service quality
Most large organizations today have an IT service management (ITSM) tool in place. They are called ServiceNow, BMC Helix, Jira Service Management, or Ivanti.
However, a software tool remains a blunt instrument if it is not properly calibrated or if the processes are not defined and implemented. This is exactly what Patrick Heinzer, CIO of RUAG, recognized: «By working with UMB, we have established a service-oriented IT organization at RUAG that not only increases efficiency, but also sustainably improves the quality and transparency of our IT services.»
Specifically, Patrick Heinzer asked UMB Consulting to define the IT processes and to involve the stakeholders and beneficiaries of RUAG's IT services. Today, the service management processes have been agreed, documented, and initiated. All SLAs can be met. In addition, a KPI dashboard is being introduced for senior management and the foundations are being laid for ISO certification.
Through dialogue to a service-oriented IT organization
To define the processes, the UMB consultant held face-to-face meetings with the parties involved. This required strong communication skills and a keen instinct. His neutral external perspective, combined with his technical expertise, enabled the IT processes to be precisely defined. At the same time, the stakeholders were actively involved in the process from the beginning, making them part of the solution.
Together with UMB, we have established a service-oriented IT organization at RUAG that not only increases efficiency, but also sustainably improves the quality and transparency of our IT services.
UMB ITSM calibration: benefits for RUAG
- Increased efficiency through automated and standardized processes
- Improved service quality and higher user satisfaction
- Lower operating costs through optimized use of resources
- Improved visibility of IT services and costs
- Faster problem resolution thanks to structured processes
The service-oriented IT organization initiated by UMB creates time for RUAG.
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