Efficient IT Support and Digital Processes with ConSol CM

The Challenge: Centralized Requirements in a Complex Environment

Gebäudemanagement Schleswig-Holstein AöR (GMSH) has been the central service provider for the German state of Schleswig-Holstein since 1999. As a public-law institution with around 1,700 employees, GMSH manages construction, procurement, and facility management projects worth more than €800 million each year. As a modern service organization, GMSH places a strong emphasis on digitalization, sustainability, and efficient administrative processes.

To manage internal IT requests more efficiently and improve service quality, GMSH was looking for a centralized solution for its help desk and IT support processes—one that offered extensive customization options while remaining highly user-friendly.

The Solution: ConSol CM as a Flexible Backbone for IT Support and Beyond

Following a public tender in spring 2021, GMSH selected ConSol CM. The initial project kicked off in August 2021 with the implementation of an IT help desk. The goal was to create a centralized service portal where employees could submit tickets by topic—quickly, intuitively, and directly to the responsible departments.
Fachabteilungen verbunden.

Key elements of the solution:

• IT help desk with a service portal in the GMSH look and feel
  The solution was customized to match GMSH’s corporate design and enhanced with GMSH-specific functionality.
   
• Asset management and incident linking
  Devices are recorded as assets in the system and linked directly to incident tickets, providing complete transparency.
   
• Integrated approval and escalation processes
  SLAs, automated reminders, and department-specific approval workflows ensure smooth and reliable processes.
   
• End-to-end process chains instead of isolated workflows
  Ticket flows across IT, HR, and other departments are mapped in the system, including automated workflows. Within IT, ConSol CM supports service and incident processes as well as hardware and software ordering processes.
   
• Custom functionality
  Features such as ticket templates, ticket merging, and intelligent ticket relationships reduce manual effort and significantly improve efficiency.

Collaboration: Close, Agile, and Focused on the Future

The collaboration between GMSH and ConSol is characterized by close communication, regular on-site workshops, and weekly coordination meetings. New requirements are implemented quickly and made available to the GMSH team directly in the development environment. This gives GMSH continuous visibility into development and ensures the team remains closely involved throughout the entire process.

Extensive training and continuous knowledge transfer also enable the GMSH team to operate and further develop the system increasingly independently.

Results: Better Service Levels, Greater Transparency, Lower Costs

With ConSol CM, GMSH has been able to efficiently digitalize and standardize its internal support processes:

• Centralized intake and processing of requests
• Better data quality and transparency through linked tickets and assets
• Faster processing thanks to automated workflows
• High user adoption due to intuitive usability
• Continuous optimization based on BI-powered analytics with CM/EBIA

What’s Next: Expanding the Use of ConSol CM

GMSH plans to integrate additional business areas into ConSol CM, including project management, software development, and requirements management.

Planned enhancements include:

• CM/AI Assist for AI-powered support
• Advanced license management with automated reminders
• Inventory processes with direct employee involvement

For GMSH, ConSol CM is more than just a tool—it is a strategic platform supporting the organization on its journey toward modern, digital public administration.