Challenge: Fast information without detours
In a large organization with more than 5,000 employees, time is a critical factor. When an application fails, users must be informed immediately to avoid unnecessary tickets and calls..
The central challenge therefore is: How can several hundred application managers inform their users independently, directly, and elegantly—without involving the Service Desk as a bottleneck?
The initial situation: Dependencies and loss of time
Until now, application managers have had to request every message (incident, maintenance, change, etc.) centrally via the Service Desk.
- Problem: These processes create long lead times and strong dependencies on Service Desk operating hours.
- Pain-point: Especially at night or on weekends in a 24/7 operation, fast communication is often not possible—or only with considerable effort. In addition, the manual coordination effort regularly leads to significant delays.
Solution: Self-Service with guardrails (“Shift Left”)
Responsibility for communication is shifted to where the domain knowledge resides: the application managers themselves. Instead of complex IT tools, they use a simple and intuitive self-service portal.
Core Features – Simple and Secure:
- Simple through templates: Predefined templates for advance messages, status updates, or cancellations ensure a consistent design and tone of voice—without additional effort.
- Secure through role-based access control (RBAC): Each application manager can only see and manage their own applications. Accidental notifications to the wrong user groups are technically impossible.
- Smart automation: A background integration ensures that messages are displayed fully automatically via IBI-aws on the screens of affected users.
Result: Speed and quality
This approach resolves the classic governance dilemma: more autonomy for application managers while maintaining control by IT.
- Time independence: Notifications can be published within seconds, around the clock (24/7), without waiting for the Service Desk.
- Relief: The Service Desk is freed from routine tasks and can focus on complex incidents.
- Standardization: Despite decentralized responsibility, all messages appear consistent, clear, and highly professional.