Cambridge, MA - Oblicore, provider of service delivery management software, recently announced that Lufthansa Systems AG, based in Kelsterbach, Germany, and IT service providers for the airline and aviation industry, has licensed and implemented Oblicore Guarantee™. The initial deployment automates the management and reporting on 750 service level agreements (SLAs), saving thousands of man hours and greatly increasing report accuracy, according to the Oblicore.
Lufthansa Systems, a systems integrator with data centers in Europe, is continually expanding its range of cross-industry offers. The company offers its technology and infrastructure services to firms which place high demands on their IT with regard to quality, data security and availability as airlines.
Every month, Lufthansa Systems provides customers with SLA reports illustrating how well they performed in relation to contracted service levels. Prior to implementing Oblicore Guarantee, to generate the reports, service managers had to manually gather and correlate data several databases, a Peregrine helpdesk system, HP OpenView and SAP. The process was time and labor intensive and often resulted in costly reporting errors.
Now, by accurately reflecting monthly performance, Oblicore Guarantee is helping Lufthansa Systems minimize customer disputes, reduce penalties for service problems and increase customer satisfaction levels, while also significantly reducing service delivery management effort and costs.