ITIL assists LEGO in creating global system for IT support
30 September 2010
Strategists at leading construction toy manufacturer LEGO have consolidated the existing IT support system for consistently efficient services throughout the company.
In 2002, LEGO was one of the first organisations to implement assyst from Axios Systems; a help desk solution which incorporates all ITIL processes in a single, cohesive application. The system delivers enterprise-class Service Management and IT Asset Management software and was first implemented by LEGO in Denmark.
Prior to installing assyst, four systems were used to automate processes for:
- Changes in development
- Changes in IT infrastructure
- Asset Management
- The general Help Desks.
In 2004, the decision was made to combine the four systems into one application, and ITIL was seen as an ideal framework to do this effectively.
Director of Project and Administration Support at LEGO, Lene Dueholm explained, "We wanted to consolidate these four applications into one to reduce our maintenance costs and Total Cost of Ownership (TCO). Integration between the four systems was already costing us too much time and, with the business rapidly growing internationally, it was becoming increasingly difficult to import data from one system to another. Besides, we wanted to enforce ITIL processes, and thereby common procedures, throughout the company".
To ensure an improved and transparent overview of all incidents, the next step was to create a single service desk by condensing the multiple help desks located in Denmark, Mexico, USA, Czech Republic, Hungary and the UK, which offered support locally.
Creating a global service desk was seen as the necessary means to provide the rapidly growing business with a pro-active service. This involved creating a single, central point of contact between the end-users and IT department to achieve a secure view across incident, problem, change, asset and configuration management processes. After extensive research of various vendors, assyst was chosen as the most flexible and configurable platform with the lowest TCO.
LEGO is now the world's fifth largest manufacturer of toys and largest manufacturer of construction toys. Its IT support operation looks after 5000 staff, managing 60,000 incidents and 5,500 changes each year.
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