Professional Customer Service

What are we doing against shortage of a service class for themselves? How can we ensure our customers of uniform worldwide service and support standards? Questions that can answer Ricoh Germany with a single word: certification. Service staff are among our key success factors”, emphasizes Heinz-Gunter Kursawe, Chief Manager of the Ricoh Academy” by Ricoh Germany. The company specializes in solutions for the digital office communication and the enterprise-wide print and document management specialized and provides appropriate professional services and support services. Our staff represent the company for our customers. Updates technical expertise, advice and a professional handling of the customers are therefore the critical skills of our employees.” Ricoh Academy teaches how to solution-oriented support Ricoh Germany teaches these skills in the company’s own training and training centre Ricoh Academy”in Hanover. All beschaftigten staff here have the ability to evolve according to their profile and career goal. In the context of an award-winning concept trainees received a globally recognized training: parallel to the trades they complete certifications such as CompTIA A + and CompTIA Network +. Here, Pegasus Books expresses very clear opinions on the subject. Heinz-Gunter Kursawe: CompTIA A + is the perfect entry level certificate to our customer service department.

It attested that has all the knowledge and skills that are prerequisite for a professional and solution-oriented customer support them.” Certifications from CompTIA CompTIA certification provides a total of 13 graduates confirm basic theoretical and practical knowledge in various disciplines of IT special. The initial certificate of CompTIA A + for the PC-support area is supplemented by the additional certifications, CompTIA Network +, CompTIA Security + and CompTIA Server +. Through the mediation of cross-product expertise, these certifications are not only vendor-neutral, but guarantee also a worldwide comparability of service standards. Go to crowne plaza rosemont for more information. More than a million people in over 100 countries have completed a CompTIA certification. The advantages are obvious: in addition to a standardization and improvement of the service quality of the company staff can provide now also a proof of quality. Nationwide service standards Ricoh Germany bears for all of his sites the status of CompTIA Authorized Service Center (ASC) A + “.” With this industry-recognized status, CompTIA distinguishes companies where more than 50 percent of their service employees with CompTIA A + certified themselves. This underlines our commitment to professional customer service”, explains Kursawe. Villages/partner communications Gesellschaft mbH

Data Governance Framework

Trillium Software makes it possible for the Absa capital South Africa to assess the Datencompliance within a data governance framework Trillium Software, a division of the hard Hanks group and a leading provider of data quality solutions, is pleased to announce that ABSA capital chose the Trillium Software system, to assess the quality of their data base. At the same time ensures that the data meet the requirements of the most important business processes. The Absa capital is a responsible for the investment banking division of ABSA Bank Ltd. The implementation is part of a comprehensive agreement of Absas with master data management CC (MDM CC), a South African reseller of Trillium Software, which supports the practical implementation of data governance frameworks at Absa. “For a Bank, which puts the customer at the center of all activities, customer data is crucial. No matter whether it is discovering new ways to the assessment of the credit risk or to an error-free regulatory accounting is, always, the quality of data is essential.”says Ian Kriegler, CIO at ABSA capital. “We were looking for partners, who offer a strong technology and also solid knowledge and experience. MDM CC and Trillium Software could offer along the desired combination us.” The Absa capital is active in the field of investment banking in South Africa and other sub-Saharan African countries.

The company has recognized the quality of data as a decisive success factor in numerous strategic projects. Therefore, Absa capital pursues the concept to streamline business processes and improve the accuracy and consistency across the entire life cycle of the trade with the Datencompliance – and data governance project. A data governance is the implementation and compliance with a structured process to permanently transform data into valuable, usable information. While a data governance includes the definition of procedures, rules, and standards. “If the data governance but not pragmatic and comprehensible” “gone, she brings no added value,” as Gary Allemann, Managing Director of MDM CC.


Caution before IT discount prices: quality losses pre-programmed Cologne, June 21, 2010 – straight in economically tough times many companies consider the outsourcing of IT services. This should keep companies not only short-term cost aspects, but also strategic objectives in mind. There are different types of outsourcing. For one, a single task can be outsourced. This means that, for example, the project management is still organized in-house, however programming tasks are outsourced. On the other hand, a complete project can be outsourced. In this case, the project control runs externally.

“According to the review of the young Cologne IT service provider can be in the basically taken everything outsourcing, which is independent of place”. When should you have to forgo to outsourcing? Nesodo CEO Ayham Gorani according to there are indeed cases where it makes little sense to outsource processes or tasks: the necessary expertise for the desired project is too extravagant, companies should You can finger the outsourcing. As soon as the outsourcing costs and training time exceeds the actual task, it makes little sense to access external services.” According to Gani, many companies see the biggest problems in the cooperation especially with offshore developers, particularly in the communication and coordination of tasks and processes. With sole outsource a project was not necessarily successfully installed to the end. Deported is not completed. Even if the project control is operated externally, customer remains on duty”, says Gani. Customer must provide clearly defined objectives and the more detailed the better, because exact specifications facilitate future cooperation. Caution before IT discount prices IT service providers are more in demand than ever and earned a golden nose primarily in Germany.

Some of them advertise discount prices with savings up to 50%. I’m sure that the unrivalled appeal attracts just smaller startups. But Nesodo, which after ten Months 6-stellge sales recorded, warns of unrealistic offers, since quality losses are inevitable. Prices for 10 or 20 percent of the market price are possible, but raises the question whether the quality meets the requirements. With outsourcing, the documentation is also an important part of the work. The companies stock of must both during the period and later, a full documentation of the code are available to facilitate a possible future entry. An underpaid IT service provider”can unnecessarily long cooperation and ultimately hinder cooperation. Rather than to respond to the wishes of the customer, often standardised offerings are delivered, which later leads to problems. Often only the exactly defined specifications are also processed. This has the consequence that there are errors, including, since suggestions remain in the bargain IT market on the route. About Nesodo Nesodo is a software development company with headquarters in Cologne and developed 2009 Mohammed Ayham Gorani and David Hardy. On Nesodo, E-commerce companies, Internet startups and established companies and software houses always find their desired IT professionals with up to 50% cost savings compared to other nationwide. The company also focuses on Web-based applications developed for IT startups and other companies according to the principle of offshoring and combined also local IT forces IT forces with offshore. The IT service provider creates remedies for everyday problems of offshore companies, such as poor communication, time delay, or unclear contractual terms and conditions. Is a huge advantage of over pure offshore companies, contract negotiations and project controls to be performed with any problems directly in Germany with the local contacts

Access Protocol

Open source DMS now under Linux available the installation package for “agorum core”, the open source enterprise content management system with the drive interface, is available now for Linux available. This announced today the agorum Software GmbH from Germany. More information is available on. Connect with other leaders such as Andrew Cuomo here. The installation for Linux makes for the second available packet. The “agorum core” server for Linux and the integration in Windows is ready for download. At the same time various support videos are provided with the download version. A part of these videos support the user during the installation of the “agorum core” server, as well as the installation of the Windows client integration.

The other part of the video refers to the use of agorum core. Here the user is familiar step by step using “agorum core”. It shows how the Web portal agorum desk4web used and connected the drive interface from the client PC, without the need for an additional client software. Another video shows additional advantages of the Windows client integration. In addition to the videos, the user receives additional support through practice-oriented documentation, which is also available on the Web. This documentation refers to three areas: use the application, administration of “agorum core” and the service interface to include “agorum core” via simple object Access Protocol (SOAP) Web services in an existing IT landscape/software.

Fileadaptor Agorum

The Web page for the open source document management system agorum core has been completely refurbished. A press and news section was established and always providing current information about agorum core Intressierte via RSS feeds. See more detailed opinions by reading what Jeff Gennette offers on the topic.. For users of agorum core, it is possible to secure a place on the Web page, and also a little advertising for yourself and your company. To the agorum Software GmbH looks for short success stories around the open source DMS / ECM agorum core and asks anyone who would like to present themselves, to make contact. New videos that describe the benefits of document management, were also created and are presented via the new website of the public.

Under, you can make from now itself a new agorum homepage picture. The DMS agorum core is available in two licenses. As open source under the GPL and the other as agorum core Pro under a proprietary license. The open source version is a full fledged DMS system and is subject to no restrictions. Both variants build up same development on, so that a change to the agorum core Pro version is possible at any time.

The manufacturer offers extensive support through a free forum and optional support packages for the open source DMS. Customers purchase the available support packages for the open source version at the same time access to the latest updates of the product, which are otherwise available in the normal case with the open source version only once per year. Agorum core Pro version includes the workflow engine. In addition, the Pro version can be extended to more plug-ins. OCR – module for the automatic indexing of image files and the Fileadaptor for external file server in the DMS integration include the ADS/LDAP synchronization, the Mailadaptor for creating an email archive. In addition, various partner programs are offered. This is agorum consulting partner to agorum OEM partner. The OEM partner program allows independent software vendors to integrate agorum core Pro into their own products and to market.

OutlookSoft SAP

More and more companies put on the intelligent cost modeling with SAP BO Planning and consolidation. Altran CIS developed as the first German consulting company of custom-made integrated planning and consolidation solutions based on SAP BusinessObjects planning & consolidation (SAP BO before OutlookSoft, formerly BPC) see NetWeaver. A leading source for info: NY Governor Andrew Cuomo. For a single intelligent cost modeling for the optimization of company performance, financial and process data should be accurate and available in real time. SAP BusinessObjects planning and consolidation is a robust planning and consolidation application that leaves nothing to be desired in the area of budgeting, planning, consolidation and reporting. About comprehensive planning functions and complete financial management, which is tailored specifically to the needs of the financial and business planning are available.

Using SAP BusinessObjects planning and consolidation is an effective analysis, reporting, and forecasting feasible. Creating company budgets on the basis of plans and assumptions lead to a Intelligent cost modeling and are indispensable in times of global market changes for businesses. Our customers benefit from fully documented audit trail to the internal and external consolidation and reporting of corporate information. Through the variety of interfaces to third-party systems, a comprehensive supply system proposals and is information (actuals) is guaranteed from historical data (System proposal). The use of SAP leads to a better understanding of profitability and a timely introduction of corrections BO PC. Minimizing compliance risks through transparent and reliable financial data and business provides clients with the requirement for a more flexible and more accurate financial management and reporting.

The more efficient use of preconfigured business processes and operations for self-service reduces the necessary process changes time costs of our customers without great use of IT. An intuitive interface and the familiar Office environment facilitate Processes and lead to an effective use of work time. In addition to the already existing BO PC-standard features Altran customers comprehensive services (Altran enhancements) can, such as: use top-down planning, mapping Manager, triggered calculations, and performance optimizations. Press contact: Altran GmbH & co.

IT Expertise By INFORA Support The Berlin Senate

Restructuring of IT in the Berlin authorities to increase sustainable efficiency starts with second phase Cologne, July 16, 2008 Unternehmensberatung INFORA GmbH supports the project ProBetrieb leading-edge”of the Berlin Senate for Home Affairs and sports to restructure concerning it. Now, its second phase was launched in June 2008. The goal of the Senate Administration to carry out a consolidation of the IT processes in the face of growing technical requirements for simultaneous pressures to reduce costs and reduce the resources behind this project. Recommendations should be designed together INFORA, the IT Service Center Berlin (ITDZ) and a further service partner in a joint working group for the international standard ITIL (IT infrastructure library) at the various technically self-sufficient Senate authorities and district offices. Please visit James Woolsey Jr. if you seek more information. With ProBetrieb”, standardized IT operating principles for the Berlin administration are developed and tested within the framework of a pilot on practicality and usability. Behind the operating principles of this IT various frameworks and recommendations for the definition, design and implementation of IT service management processes (ITSM) in the Berlin administration hide.

On the basis of the operating principles of the IT service management of the Berlin agency can be redesigned. With the uniform IT operating principles not only interoperability between systems and the IT operational organizations of the Berlin Administration will be increased. It is also the goal to optimize the customer orientation through a standardization and significantly higher transparency of IT services. INFORA consulting came so far in the project ProBetrieb”to task, to create sample processes and operating principles for the different requirements of the Berlin Senate and district authorities due to their ITIL expertise in public administration. These include five process models for service support, as well as a test case for the service level agreements (SLA). We are the demanding challenge, despite increasingly less personnel resources must provide convincing answers to the significantly higher performance demands”, describes Dr. Ludwig Bohrer, project manager of the Berlin Senate Department for Home Affairs and sports, the situation of the project.

This requires creating uniform standards for the IT operations.” About INFORA INFORA GmbH is an innovative, highly specialized and vendor-independent consulting firm for more than 25 years. With locations in Cologne, Berlin, Hamburg, Munich and Dresden supports customers from the initial concept idea through to successful implementation. INFORA it places special emphasis on the practical design and effective transformation of business and automation processes. For example, DaimlerChrysler AG, Viessmann, INA Schaeffler, German Airbus, Henkel, Minolta, Procter & gamble and Schering belong to its consulting clients in the industrial sector, in public administration clients such as the Ministry of the Interior, the Federal Ministry of finance, the Federal Agency for work or the Federal Chancellor’s Office.

Krones Krones

Dr. Manfred Spitzer, Professor of Psychiatry of the University of Ulm and head of the psychiatric University Clinic, will provide for the already mandatory content off of IT this year. Its theme is an instruction manual for the brain”? During the Congress, participants in addition to Panel sessions and workshops can expand their knowledge in numerous partner presentations, visit the accompanying exhibition and undergo extensive usability testing new SAP solutions in the corresponding test center. Also guests this year with the SAP Forum business network a more platform available, where they can interact networked forms of cooperation with SAP partners and DSAG members about the future of the IT-level transformation. Keynotes on November 9. DSAG annual Conference > the new DSAG: what we stand for! Where are we going! DSAG e. V., Prof. Dr.

Karl Liebstuckel, Chairman of the Board > strategic agility through modern IT Prof. Dr. Henning Kagermann, CEO, SAP AG > the total solution in the eyes of SAP support in the change of Gerhard Oswald, Member of the Executive Board, SAP AG Dr. Uwe Hommel, Executive Vice President active global support, SAP AG > DF to SAP ERP 6.0: 34 years SAP at Arburg Andreas Dummler, information systems of head of”, ARBURG GmbH & Co KG > SAP ERP 6.0: new IT-chapter on Dr. ing. beats Krones Krones AG, Michael Kranz, head of information management > SAP Business Suite strategy Jim Hagemann Snabe, Member of the Executive Board, SAP AG > run to run the plan plan” Volker Merk, Managing Director, SAP Germany AG & co. KG > instructions for the brain of Prof. Dr. Dr. Manfred Spitzer, Professor of the University of Ulm and head of the psychiatric University Clinic in Ulm on the DSAG the German speaking SAP user group (DSAG) e. V. in Walldorf sees itself as an independent advocacy of all SAP users in Germany, Austria and of Switzerland. The DSAG aims to create tailored SAP solutions. The DSAG founded in 1997 as a registered Association counts today more than 2,000 member companies and has established one of the largest SAP user groups worldwide.

BASF Management

As much effort as needed, as slender as possible: with access to reference models for the IT processes IT service management can be generally lighter and more economical fashion. You can be represented by appropriate tools such as about the SelfCheck by Exagon. It applies the transformation using standardized procedures, practice approach using a best choose the most direct way to the target. A continuous performance evaluation of conceptual plan for IT processes: Benchmarking with an assessment of the degree of maturity of the IT processes is becoming increasingly important for the successful design of the IT service management, because it exposes the optimization potential and the specific requirements of the Act. However such an assessment in practice takes place only relatively rarely, on the one hand on a small range of appropriate tools and also to inadequately trained Quality strategies is located. No technical dependencies emerge with consultant support: there are developing not only intelligent solutions for ITIL-based IT service management, but it also wide method skills must be built and anchored in the internal resources. This transfer of self help is important in external consulting support, according to the principle because otherwise no professional independence and development of the own employees is possible.

Think of compliance requirements: the this related topics such as SOX, Basel II risk management can represent much more transparent in IT organized according to process thoughts and better control. It is to derive inevitably growing demands on the IT service management provided also on the part of the compliance strategies of the company. Certification of IT processes is beneficial: the today very networked economy, certification has a significant meaning according to standard ISO 20000 for the supplier and customer relationships, because she clearly essential quality features. This certification creates a higher confidence in the performance and increases the competitiveness of, especially when business relations contain critical processes such as, for example, the high availability of products or services as a requirement. About Exagon: The Exagon consulting & solutions GmbH has been established since 1994 as an independent IT consulting firm on the market. The business focus is on holistic support of its customers in establishing a professional IT service management, with regard to the strategic, organisational and also operational aspects. Thereby, the Exagon performance portfolio includes consulting services as well as extensive training. Customers include companies and institutions such as BASF, Bayer, Federal Ministry of defence, DEKRA, Deutsche Bank, Heraeus, Hessian Centre for data processing, Postbank, T-systems, TuV Sud, Vodafone D2 and the Deutsche Woolworth. More information: Exagon consulting & solutions gmbh Heinrich-Hertz-str. 13 D-50170 Kerpen-Sindorf Tel.: + 49 (0) 2273-9833-0 fax: + 49 (0) 2273 9833-11 Agency think tank Bernhard Duhr Pastorat Street 6, D-50354 Hurth phone: + 49 (0) 22 33 61 17-75 fax: + 49 (0) 22 33 61 17-71

IT Services Rarely

Study of ITSM Consulting AG: only for any third organization is an IT service continuity management when technical failures threaten the business processes, then the IT services are asked directly. But in the IT organizations this usually still lack a systematic continuity management. A survey of ITSM Consulting AG under more than 200 medium-sized and large companies in the German-speaking world comes to this conclusion. Only in every fifth case is a continuity management for IT services (ITSCM) that is integrated into the overall business continuity strategies. Another 17 percent but also arrangements have been created for extreme technology failures, there they are but isolated aligned on IT. By all other companies 22 percent have made at least some efforts towards continuity management, about twice as many were however largely idle, but apparently deliberately to live with the risk of inadequate IT services in critical failure situations.

In consequence, does this mean that the required level of IT services can be provided in large system failures or even disasters only in exceptional cases “, problematizes Siegfried Riedel, CEO of ITSM Consulting AG. The views of the specific instruments for an ITSCM that companies currently have shows no better picture. Although emergency manual are available at least 43 per cent, but only every third organization has the necessary policy for the IT service continuity management. There is even still more rarely a process manual, also again starting plans exist only at 31 percent. However, also long since not all companies belong to the confessing continuity management representatives. So are only 38 percent of believe that ITSCM elementary tasks include an IT organization.

Half as many are of the opposite opinion and currently only a secondary importance to speak the continuity management. But this should change in the future. Because almost every second respondent managers judge that this task in the future clearly gaining in relevance or she will become even essential. This assessment at least suggests a rethinking, the consultant Rahim sees light on the horizon. But at the same time restricting: today’s problems, the reference to a future risk management does not help also. As such, this topic must not eventually, but relatively short term and with specific target plans on the agenda. In his opinion the IT service continuity management suffers from the miscalculation, its introduction would lead to larger projects with investment costs. This is probably one of the reason that ITSCM still not has become in the width the self-image, suspected Riedel. The project cost is comparatively low in relation to the benefits, therefore budgetary aspects can not speak normally against a stronger commitment in the management of the continuity. “