Customer Success Story: Arbeiterkammer Oberösterreich – Agile IT services for a better working environment thanks to mountX
Introduction: Effective advocacy requires robust IT processes
For over 100 years, the Upper Austrian Chamber of Labour (AK OÖ) has been working to ensure good working and living conditions for more than 650,000 employees. In 2022 alone, its experts carried out around 321,000 consultations. The demand for advice is rising steadily, particularly in times of change. To ensure this enormous transfer of knowledge and support, the approximately 550 employees of the AK OÖ need absolutely reliable and high-performance digital workstations.
This is where mountX came in: as a specialist Matrix42 partner, mountX modernised the AK OÖ’s IT service delivery and created an agile, future-proof service landscape.
The challenge: Rigid helpdesk systems are holding back support
With the rise of remote working and a growing number of digital applications, endpoint management and user support at AK OÖ became increasingly complex. The biggest problem: the IT department’s old, rigid helpdesk system.
- Time-consuming customisations: Any changes to workflows had to be programmed directly by the software manufacturer, which was both complicated and expensive.
- Lack of integration: The system did not integrate smoothly with the existing Microsoft System Center Configuration Manager (SCCM).
- Operational delays: Setting up new end devices and deploying software and updates took far too long.
- Lack of overview: There was no comprehensive overview of how many requests were pending, who was working on them, and what the current status was.
IT managers were therefore looking for a flexible, ITIL-compliant platform for IT Service Management (ITSM) that seamlessly integrates all deployment processes.
The solution: A streamlined end-to-end system with mountX and Matrix42
In close collaboration with the mountX project team, the Matrix42 software platform was evaluated and swiftly implemented. mountX’s focus was on consolidating client lifecycle management and IT service management into a centralised, transparent and highly automated system.
Key aspects of the implementation by mountX:
- Lean IT architecture (UEM): Introduction of Matrix42 Unified Endpoint Management (UEM) for software distribution, packaging and patch management.
- Efficient branch office connectivity: Software distribution to branch offices was organised via optimised distribution points.
- Central Service Desk: Migration and reconfiguration of the key workflows. Today, AK OÖ handles around 20 different service processes (some involving multi-stage approval workflows) via the system.
- Integration of existing systems: Seamless connection to Active Directory and the internal UEM structure.
Implementation & Project Success: Agility Instead of Vendor Lock-in
A key factor in the project’s success was the newfound independence for the AK OÖ IT team. Thanks to the configuration by mountX, the Chamber of Labour’s internal service team can now adapt workflows entirely independently.
With the old system, it was almost impossible to design workflows ourselves. We were always dependent on the vendor. Now our service team can take the initiative and create custom onboarding processes. This saves us at least 80 per cent of the time and running costs we previously incurred.
Jürgen Wolfinger, IT Infrastructure Team Leader, Upper Austrian Chamber of Labour
Furthermore, processes are now consistently aligned with the ITIL® framework. Standardised procedures for incidents, problems and changes have made day-to-day teamwork significantly easier.
Results: Significant cost savings and rapid deployment
The collaboration with mountX brought measurable, significant improvements to AK OÖ’s day-to-day operations:
- €70,000 in investment costs saved: Instead of having to operate a separate, expensive server for software deployment at each location, a standard computer is now sufficient thanks to the intelligent architecture. Hardware costs fell by 75 per cent.
- Device setup reduced from 2 hours to 45 minutes: Despite increased requirements for software packages, a new PC is now ready for use in a fraction of the time. With around 400 clients per year, this saves an enormous amount of valuable working time.
- Packaging time halved: On average, the IT department now needs only half the time to package new applications.
- End-to-end transparency: Both IT staff and users can now see the current processing or installation status of a ticket in real time at any given moment.
Future & Outlook: Continuous Development
The new platform has given the Upper Austrian Chamber of Labour exactly the flexibility required by today’s modern, changing world of work. The system provides the IT department with the perfect foundation to keep pace with the future demands of digitalisation.
Thanks to Matrix42 and the structured implementation by mountX, we are able to keep pace with increasing demands and further develop our service management in line with ITIL.
Dominik Schnallinger, System Administrator, Upper Austrian Chamber of Labour
Conclusion: Digital excellence for the perfect member service
The success story of the Upper Austrian Chamber of Labour impressively demonstrates how the transition from a rigid system to an agile service management platform can boost the entire organisation. With mountX as a partner, not only were technical problems solved, but tangible financial and time savings were achieved – savings that ultimately directly benefit the 650,000 members of the Upper Austrian Chamber of Labour.
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