Präsentation von Andreas Wüthrich / Franke Artemis Group

1. IT SERVICE MANAGEMENT
FRANKE ARTEMIS GROUP
Maienfeld, 15.11.2012 / Andreas Wüthrich

2. CONTENTS
FRANKE – AN OVERVIEW
FRANKE IT ORGANIZATION
IT SERVICE MANAGEMENT STORY
BENEFITS
2 © Franke, www.franke.com

3. FRANKE KITCHEN SYSTEMS GROUP
“We help our partners enhance their businesses
and ease their customers’ lives by making work in the kitchen a pleasure.”
3 Corporate Profile © Franke, www.franke.com

4. FRANKE FOODSERVICE SYSTEMS
“We innovate to maximize customer value and deliver
the most effective means of succeeding together.”
4 Corporate Profile © Franke, www.franke.com

5. FRANKE WASHROOM SYSTEMS
“Our passion is to enhance hygiene, well-being and sustainability in the public
washroom environment.”
5 Corporate Profile © Franke, www.franke.com

6. FRANKE COFFEE SYSTEMS
“We offer our expertise and passion for coffee and the fine art of coffee-making as
the foundation for our customers’ service concept and shared success.”
6 Master Group Presentation © Franke, www.franke.com

7. FRANKE BEVERAGE SYSTEMS
“We are the key supply partner to the global beverage industry
and trade, thanks to our innovative offering, delivery performance and
environmental contribution.”
7 Master Group Presentation © Franke, www.franke.com

8. Franke Key Figures
Group figures IT figures
Founded in 1911 5’000+ computer users
Privately owned >110 locations in the global network
CHF 2.5 bn net sales 2011 200 IT employees
81 companies in 37 countries
11’500 employees
8 © Franke, www.franke.com

9. IT Governance
Corporate IS
- IT Strategy & Standards
- Shared Services Delivery
- IT Sourcing & Controlling
- Corporate Applications
Franke Artemis Group
- Information Security Auditing
Corporate IS
KS FS CS WS BS
Franke IS Franke IS Franke IS Franke IS Franke IS
Kitchen Foodservice Coffee Washroom Beverage
Systems Systems Systems Systems Systems
Group Group Group Group Group
Divisional IS
- Business Applications (ERP, CRM, PIM, BI)
- IT Demand Management
- Subgroup-specific and local company IT
- End User Support
9 Corporate Profile © Franke, www.franke.com

10. Franke IT Challenges
Business Systems SAP / BI rollout
CRM improvements
Customer integration
Infrastructure Standardization
Consolidation and automation
Mobile workforce
Organization Centralization
Standardization of processes
Agility
Economy Efficiency improvements
Cost optimizations
10 © Franke, www.franke.com

11. ITSM @ Franke
Where we come from
Programm started 2008 in Corporate IS
- Low maturity level in ITSM processes
- Heterogeneous tool landscape
àFocus on framework and processes first – based on ITIL best practices
Evaluation of an ITSM tool in 2010
- Preferred SaaS and fully web based
à ServiceNow evaluated – best fit, promising architecture and roadmap
à Implementation in three months, go live in Dec 2010 with Incident, Service
Request and Problem Mgmt for Corporate IS and Kitchen Systems SAP
support
11 © Franke, www.franke.com

12. ITSM @ Franke
Where we are today
No tools or other tools Using ServiceNow
12 © Franke, www.franke.com

13. ITSM @ Franke
Where we want to go
Organization
- Rollout in all Franke companies
- Standardized and generally integrated processes
- Replace all local tools
- Virtual regional support teams
Functionality
- Complete Configuration Management
- New Discovery solution
- Integrate with new IAM solution
- Extend Service Catalogue
- Franke specific applications
13 © Franke, www.franke.com

14. Benefits with ServiceNow
" Fast implementation – no infrastructure setup
" Scalability – no capacity limits, transparent costs
" Evolving solution – new functionality with every release
" Fast rollouts – no local infrastructure, standard processes
" Anytime, anywhere – no fat client, web only
14 © Franke, www.franke.com

15. THANK YOU FOR
YOUR ATTENTION
Franke Artemis Management AG Andreas Wüthrich
Corporate Information Services Head of Group Information Services
Franke-Strasse 2
4663 Aarburg +41 62 787 3131
Switzerland andreas.wuethrich@franke.com
15 Corporate Profile © Franke, www.franke.com