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Efficient ITSM at Copenhagen Municipality with SupWiz Ticket Analyzer

 
Thomas Jørgensen  Office Manager at Copenhagen Municipality

Thomas Jørgensen
Office Manager at Copenhagen Municipality

 

"Today SupWiz AI platform is already handling 95% of all IT service tickets handled by telephone, saving our supporter’s time as well as solving the IT-users’ problem faster. We are very satisfied with the results delivered by SupWiz."


 
About Copenhagen Municipality   Municipality of Copenhagen, located in the Capital Region of Denmark, is the largest municipality in Denmark with +600.000 citizens and +45.000 employees. The organization is also the second largest public employer in Denmark.

About Copenhagen Municipality

Municipality of Copenhagen, located in the Capital Region of Denmark, is the largest municipality in Denmark with +600.000 citizens and +45.000 employees. The organization is also the second largest public employer in Denmark.

 

The challenge

The IT support in Copenhagen Municipality helps about 45.000 employees and receives more than 350.000 tickets in a year, handled by 34 supporters. Some of their challenges were:  

  • Complex organisation, with many departments and regular updates in systems, methods, etc., makes the classification and routing of tickets complicated.

  • Classification and routing of tickets takes a lot of the supporters time and can lead to delay in solving the problem.

The SOLUTION

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SupWiz has implemented Ticket Analyzer for the IT support in Copenhagen Municipality, which is integrated directly with their existing ServiceNow system, including:

  • Data reading and analysis

  • Automatic classification and routing of tickets into right ticket type group or assignment group.

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RESULTS

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Today SupWiz Ticket Analyzer automates the classification and routing of tickets in Copenhagen Municipality’s IT support and contributes to:

  • Saving the IT supporters time

  • Increased quality in classifying and solving the tickets.

“At Copenhagen Municipality, we wanted to make our ITSM processes more efficient. We chose SupWiz AI platform because we were excited about their ability to automate the classification process of tickets received by our IT Support from 45.000+ IT users (employees) – we wanted the tickets to be classified and placed in the right category the first time.”
— Thomas Jørgensen, Office Manager at Copenhagen Municipality
 
 
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