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Informations-Technologie Austria GmbH (iT-AUSTRIA) is the leading Austrian provider of IT Services for the financial sector, and ranks among the top ten in Europe. iT-AUSTRIA decided to implement a standardised problem management system, with the goal of realizing synergy effects for all the user groups. Softlab and iT-AUSTRIA collaborated to define requirements for the standardised problem management system, and together designed the corresponding processes. Based on the Remedy Service Process Management platform Action Request System (AR System), a prototype was tested, and the model was subsequently implemented.

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