Transparent control of IT services

TNS Infratest is one of Germany's leading market, opinion, and social research institutes. TNS Infratest offers "consulting through research" with a breadth and depth of specialist knowledge that is virtually unmatched by any other market research institute.

For its service desk, which was to be upgraded to IT control desk status, TNS Infratest was looking for an efficient solution that would provide a centralized technical view of IT resources (configuration items). In addition, a proactive and automated system for monitoring IT services was to be established in conjunction with the existing database (CMDB).

The project pursued the following objectives:

  • A centralized and comprehensive solution for notifications, dashboards and monitoring IT-services
  • Transparency
  • Improved transparency surrounding interactions and dependencies (root-cause and business-impact analyses)
  • Active response to malfunctions and failures (minimizing fault impacts)
  • Alignment according to the ITIL process "Event Management."

In spring 2014, TNS Infratest chose to meet the requirements outlined by adopting the ZIS system from  LeuTek GmbH. The project was implemented within a very short  period. The project focused on integrating the existing varied monitoring landscape, the CMDB and the ticket system. The result is a central view of IT services – both from a technical and a service-based perspective – as well as automated and proactive monitoring.

Integrated analyses ensure efficient and swift trouble shooting. Ergonomic dashboards give the various users access to a clear and informative representation of the issues relevant to them. The overall monitoring process is rounded out by a central warning system, including escalation management.

The transparency achieved by this project in combination with the monitoring solution from LeuTek GmbH now allows us to respond proactively and ensure high-quality services. Over time, the ZIS system will form the basis for the upgrading of the service desk to the IT control desk at TNS Infratest.

Florian Pausch,
Director Service Desk