Case Study

MultiVendor Support for TÜV NORD

By changing its business partner, TÜV NORD will now benefit from the advantages of SoftwareONE's MultiVendor Helpdesk.

Leroy Racette, CIO EDV

“We decided to switch to SoftwareONE’s MultiVendor Helpdesk to consolidate the numerous vendor contracts into one comprehensive support contract. The contract is cost effective and tailored to our exact requirements. We are also very happy with the service and professionalism of the support team.”

Divisional Head IT at TÜV NORD Group

The Project

  • TÜV NORD Service GmbH & Co. KG

  • Technical service provider

  • MVHD Premium Support

Case Study TÜV NORD Service GmbH & Co. KG

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About the Customer

As a world leader in the field of technology services, the TÜV NORD GROUP stands for safety and trust. Independent engineers provide outstanding safety and quality solutions. TÜV NORD GROUP subsidiaries offer safety expertise and technology consultancy in over 70 countries. The TÜV NORD GROUP’s entire global IT infrastructure is operated by TÜV NORD Service GmbH & Co. KG.

The Challenge

TÜV NORD was in search of a reliable contract partner that could not only guarantee fast response times and offer support for several vendors, but that was also flexible enough to provide fast and simple support for smaller projects. In the past, the individual IT systems were secured via different support contracts with the respective vendors. This in turn often made troubleshooting more difficult since IT managers had to deal with different contacts.

The Solution

TÜV NORD opted to change contract partner and move away from the different support contracts with a number of different software vendors to a qualified service provider. The SoftwareONE MultiVendor Helpdesk offers the company several advantages. For example, only a single call needs to be made if software, network, or system problems occur. The central contact coordinates additional assistance and always takes a multi-vendor view of the issues that arise. TÜV NORD also benefits from the proactive support services provided by the MultiVendor Helpdesk. These include health checks, software validation, training, and workshops. If there are still agreed hours remaining, they can easily be converted into services.

The Result

  • Cost reduction: One contract for cross-vendor support for currently 14 vendors with uniform SLAs.
  • Around-the-clock support: Bilingual support is available 24/7 (German and English).
  • One central contact: The Technical Account Manager (TAM) keeps an overview of the entire IT system.
  • Contract adjustments can be made without complications during the contract period.
  • Transparency thanks to ITIL-compliant and audit-proof handling of calls and service processes (transparency).
  • Easier options for escalating directly to the relevant vendor.

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