List of iET ITSM Incident Management Customers
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Since 2010, our global team of researchers has been studying iET ITSM Incident Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased iET ITSM Incident Management for Incident Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using iET ITSM Incident Management for Incident Management include: Allianz France, a France based Insurance organisation with 13106 employees and revenues of $11.90 billion, Asklepios Kliniken, a Germany based Healthcare organisation with 49425 employees and revenues of $5.83 billion, Deloitte Germany, a Germany based Professional Services organisation with 6500 employees and revenues of $1.50 billion, iXblue, a France based Manufacturing organisation with 750 employees and revenues of $150.0 million, Trapeze Group Germany, a Germany based Professional Services organisation with 100 employees and revenues of $15.0 million and many others.
Contact us if you need a completed and verified list of companies using iET ITSM Incident Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Allianz France | Insurance | 13106 | $11.9B | France | iET Solutions | iET ITSM Incident Management | Incident Management | 2019 | n/a |
In 2019 Allianz France implemented iET ITSM Incident Management from vendor iET Solutions to centralize the management of ITSM services and support. The deployment focused on operationalizing incident processing and request handling within Allianz France IT, using iET Workcenter to capture tickets and drive standard workflows. The implementation targeted the IT service desk and support organization for incident intake, triage and escalation to higher support tiers.
The configuration centered on Incident Processing and Request Processing capabilities within the iET ITSM Incident Management application, including structured incident lifecycle workflows and configurable escalation rules. Role based routing and automated ticket state transitions were applied to ensure incidents and requests moved through predefined stages, and the system was used to escalate certain requests and incidents to the next level of support. The solution was implemented as a service management layer to institutionalize consistent handling of user reported incidents and service requests.
Governance changes included formalizing escalation tiers and clarifying ownership for triage and next level support actions, aligning operational handoffs with the configured iET Workcenter workflows. Process updates emphasized standardized incident capture, prioritization and escalation paths to reduce ad hoc handling and to embed repeatable procedures into daily support operations. The narrative reflects an Incident Management implementation that unified incident and request workflows under iET ITSM Incident Management for Allianz France.
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Asklepios Kliniken | Healthcare | 49425 | $5.8B | Germany | iET Solutions | iET ITSM Incident Management | Incident Management | 2016 | n/a |
In 2016 Asklepios Kliniken implemented iET ITSM Incident Management to ensure reliable operation of its clinics' IT systems and to centralize IT service workflows across the Group IT organization. The deployment is described under the Incident Management apps category and was introduced as a core component of Asklepios' enterprise ITSM program managed from the Group IT department in Hamburg.
Asklepios configured iET ITSM to support 11 integrated IT service processes, including Incident Management, Problem Management with a Known Error Database, Change Management with action management, Release and Deployment Management, Service Catalogue Management, Service Level Management, License Management, Access Management, Business Relationship Management, Quality Management, and Configuration Management backed by a CMDB. The service catalogue presents about 250 services linked to SLAs and the national service desk handles roughly 4,000 incidents and service requests per month, supported by a customer self service portal and concurrent user licensing for about 70 users.
The implementation included CMDB enrichment and daily synchronization workflows using iET CMDB Intelligence, integrating Microsoft System Center Configuration Manager to populate workstation and OS attributes and to keep approximately 27,000 configuration items current, including about 600 servers and 6,600 clinical and office workstations and medical devices. Integration of Microsoft System Center Operations Manager for server monitoring was staged for CMDB input and further synchronizations and additional network component connections were planned to improve unauthorized change detection and support change and release planning.
Governance and operational controls were aligned with the healthcare sector requirements and data center standards, including ISO 27001 and EN 80001 compliance, and a program for ISO/IEC 20000 certification of the service management system. Reported outcomes from the deployment included an increase in first time resolution from 40% to 55%, a two thirds reduction in unresolved incidents, and a 26 percent reduction in incidents exceeding target service levels, with process tracking, action plans and dashboards used to support continual service improvement.
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Deloitte Germany | Professional Services | 6500 | $1.5B | Germany | iET Solutions | iET ITSM Incident Management | Incident Management | 2009 | n/a |
In 2009 Deloitte Germany deployed iET ITSM Incident Management as its Incident Management application to support IT administration and service desk workflows. This implementation is identified within Deloitte GmbH operations and aligns the company with a structured incident handling platform used by internal support staff.
An IT administrator at Deloitte documented support solutions in the iET Solutions Trouble Ticket system, an SQL-based database, from December 1999 through December 2010, indicating sustained use of iET Solutions tooling for ticket and knowledge documentation. The iET ITSM Incident Management implementation encompassed core incident management functionality, including ticket creation and tracking, incident lifecycle records, audit trails and searchable support documentation consistent with Incident Management operational practices.
Operational coverage focused on IT administration and support functions within Deloitte Germany, where the system served as the authoritative repository for troubleshooting records and audit documentation. Governance emphasized recorded incident histories and documented resolution procedures, with the SQL-backed trouble ticket store providing the data model for ticket indexing and support knowledge retention.
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Manufacturing | 750 | $150M | France | iET Solutions | iET ITSM Incident Management | Incident Management | 2015 | n/a |
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Professional Services | 100 | $15M | Germany | iET Solutions | iET ITSM Incident Management | Incident Management | 2016 | n/a |
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