Toyota Motorsport GmbH, the unique high-performance engineering, manufacturing and testing facility based in Cologne, Germany, has invested in Hornbill's Supportworks ITSM Enterprise service management software. The IT service desk is using Supportworks ITSM to provide support for all users based at the facility, having adopted incident, change, problem and configuration management processes. Since the implementation, the IT team has improved its service, reducing its response time by 50% despite logging an increased number of calls, and has made significant cost savings both in reduced consultancy expenses and more efficient asset management.
Supportworks ITSM replaced the existing BMC Remedy service desk and was selected from a short list of four competitive solutions by the Toyota Motorsport IT team for its user friendly interface, performance and easy customisation.
According to Per Nordqvist, IT Project Leader at Toyota Motorsport; "Supportworks was the most user friendly service desk software and provides excellent value for money, in fact, our previous system cost us more in a quarter than it cost us to purchase and implement Supportworks in total. It required very little customisation, and what little we did need, we performed ourselves without having to rely on external consultants.
"Supportworks ITSM has become the central repository for IT knowledge," said Per Nordqvist. "It co-ordinates data from four different systems - on customers, configuration items, and assets - and keeps it up to date. Supportworks is a central point of reference for the IT department and it has enabled us to transform our IT service management."
Supportworks is used by Toyota Motorsport's analysts on the service desk while managers use reports for performance and system analysis. Business managers are also able to run their own reports to drill down to specific asset data, including information on warranties and licences for IT equipment.
Supportworks' SelfService web portal is used extensively by the end users. As well as being used by support customers for logging and tracking calls, it also provides an inventory, asset allocation information, and mobile phone usage details. The IT department is responsible for mobile phones and using the portal in this way makes it easier to manage costs.
Frank McIlroy, CEO of Hornbill Service Management said; "As a highly specialised technology environment, the success of Toyota Motorsport's operations relies upon its IT infrastructure. The IT team must be able to deliver the best possible and most responsive service to instil confidence in its users and to manage its IT assets effectively. By adopting a system that supports ITIL best practice for along with robust data management and reporting, the IT team can minimise system downtime and better manage costs."
NOTES TO EDITORS
About Toyota Motorsport GmbH
Toyota Motorsport GmbH (TMG) is a unique high-performance engineering, manufacturing and testing facility based in Cologne, Germany. A wholly owned subsidiary of the Toyota Motor Corporation, it offers its services to external clients as well as members of the Toyota family.
The facility offers a range of machines, facilities and expertise. From its roots at the top of world motorsport, including Formula 1 racing, TMG offers design, testing and production facilities for clients in the motorsport, automotive and specialist engineering sectors.
For more information, please visit: www.toyota-motorsport.com
Toyota Motorsport GmbH
Tel: +49 2234 1823 5543