The Company

SCHOTT is a multinational, technology-based group that has been developing and manufacturing special glass, specialty materials, components and systems for more than 125 years to improve how people live and work.

The Business Unites

Home Tech
With CERAN® cooking surfaces for the household appliance industry, SCHOTT is a leading global supplier in this market.
Pharmaceutical Systems
SCHOTT is one of the world’s leading manufacturers of special glass tubes and pharmaceutical primary packaging made of glass and polymers.

Flat Glass
With processed flat glass SCHOTT offers worldwide customized solutions for the Household Appliance Industry and commercial cooling.

Solar
The Solar business unit offers sustainable and future-oriented solutions for the efficient use of solar energy.

Electronic Packaging
SCHOTT is a global developer, manufacturer and distributor of materials and components for optimal protection of sensitive electronics.

Lighting and Imaging
The Lighting and Imaging business unit offers customized high-tech solutions in markets such as automotive, lighting, medical, industrial and defense.

Advanced Materials
Offering cutting-edge components and materials for a broad range of applications in architecture, optics, lithography, electronics and research, SCHOTT has been key in delivering quality and innovation.

For the systematic improvement of efficiency and customer satisfaction, management and employees align themselves to SCHOTT’s core values: Accountability, market-driven innovation, technological expertise, integrity and reliability, entrepreneurship.

The company’s technological and economic expertise goes hand in hand with its social and environmental responsibility.

The Challenge

The main objective and focus was to provide SAP Service and Demand Management to approximately 4,500 users worldwide. Internal SAP Rollout Projects usually range from 4 – 6 months and have been run in equal numbers for both internal and external resources. Within a fiscal year, an average of 6 – 8 SAP Rollout Projects is carried out. The solution sought should be adequate for such projects while also able to fulfill the requirements of the Service Management Team in the areas of Incident, Change, and Problem Management.

In the middle of 2008, a requirement list for the Demand and Service Management was put together in collaboration with BearingPoint. This document contained information on authorization, workflows, data security, data integrity, compliance requirements, localization capabilities, interfaces, integration of daily business activities and realization of process requirements.

By the end of 2008, all resources were managed in MS Excel while other services and support activities for the deployment of SAP were managed by a service provider tool. In 2008, the IT department changed its organizational structure to comply with ITIL standards.

The Solution

“After a three-month selection process involving several products, we decided on using Genius Project. The implementation of Genius Project was successfully completed within the next three months. The main driving reasons for this choice lied in the fact that Genius Project fulfilled all requirements of the Demand and Service Management and provided a one-stop shop solution.”

Pricewise Genius Project was also very attractive and competitive and allowed us to leverage our existing Lotus Notes platform.

The Results

“After we decided on Genius Project, we only took three months for the implementation in order to go live with the product.

Along with this, Genius Project supported us and performed according to the standards they had set out. This led to a quick implementation of the required workflows and interfaces.
A manual data transfer from the existing systems was created to facilitate the changeover. Users took part in an intensive training. Since October 2008, 65 employees of Schott IT and various external resources have been working with the tool. There is a great visibility in all our projects, incidents, changes and resources.

All IT time reports are managed in Genius Project and will be transferred to SAP via a customized interface. Schott has implemented Genius Project worldwide. Thanks to a web interface, users are able to enter their incidents directly into the system. All resources are managed centrally.

Christian Weil
Head of ITSM-1 Service Support Business Applications

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