Service Hubfor an IT service provider
Several service lines, storage that grew apart, no shared source. Building a data foundation that makes services reliably measurable.
Grown, but not connected
Over the years new services were added, each bringing its own storage. Each works on its own, none can be analysed together. In growing service businesses this is the rule rather than the exception.
Discovery, not assumptions
Structured interviews with every department. The result is a catalogue of which data exists, who holds it and what is missing. Most of the data already exists, it is just prepared by hand.
A clear boundary between systems
Data extraction from existing systems and the reporting layer are kept apart, with a contractually defined interface in between. That way both sides can build independently.
A shared language for reports
Free text becomes structured information in which symptom and cause are recorded separately. Only then can you analyse what actually happened, not just what was reported.
Before and after
Free text becomes a language
A fictional, simplified example: on the left a report as free text, on the right the same report structured, every segment analysable on its own.
Before: free text
“Device not working, part swapped, works again.”
Impossible to analyse: what was the symptom, what the cause, what was done?
After: fault code
Example, simplified. Tap a segment.
Prototype before specification
A clickable prototype with sample data makes requirements visible early. Departments discuss a real interface far more concretely than a field list.
Privacy and operations
The plan: staff appear only under pseudonyms, reporting is per team and region rather than per person, and hosting is in Germany with restores rehearsed regularly.
We cannot share details of this project. We are happy to explain the approach behind it in a conversation.
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