Case Study: FKS IT achieves more automated, flexible IT service management with USU Solutions

FKS offers managed services with high flexibility

FKS IT GmbH & Co. KG, an IT services provider and managed services company, needed a more scalable ticketing solution as its customer base and ticket volume grew rapidly. Its existing system could no longer support standardized, automated IT service processes or the flexible allocation and billing of tickets for individual customers. USU Solutions’ USU IT Service Management was selected to address these requirements.

USU Solutions implemented USU IT Service Management as a central platform that standardizes and automates service processes, integrates existing tools via interfaces, and supports FKS IT’s ability to customize the system independently with coaching from USU. The result is reduced manual effort, more productive staff, and a foundation for expanding into additional processes such as problem, change, asset, and knowledge management. The solution now handles around 4,000 tickets per month, including 2,500 new IT tickets, for 300 SME customers and 65 internal users.

FKS IT

Christine Rüller

General Manager, Process and Organizational Development