Case Study: Leica Microsystems unifies global service management with Hornbill

Leica Microsystems Unifies Global Service Management with Hornbill

Leica Microsystems, a global industrial manufacturing company, faced significant challenges with its fragmented IT support. Multiple autonomous teams used five different service desk applications, including Frontrange and an in-house solution, creating confusion for internal customers and hindering efficient ticket management. This lack of a centralized portal and standardized processes drove the need for a new, unified solution, leading them to partner with Hornbill and implement Hornbill Service Manager.

Hornbill provided a centralized service portal that replaced all previous systems, unifying global service management for Leica. The implementation standardized processes according to ITIL best practices and introduced automation, greatly improving the customer and support team experience. The results included streamlined global reporting, vastly improved process efficiency, and positive user feedback. Hornbill’s support and partnership were highlighted as excellent, and the solution empowered Leica to be self-sufficient in managing and configuring their service desk.

Leica Microsystems

Keith Bage

Global Application Support Manager