Support Factory

Our support model for automotive clients

Sulzer offers automotive clients a generically based support model, which can be continuously adapted in active operation. A central control module is used for this, which enables support tasks to be distributed to the appropriate support personnel.

An ongoing qualification process of capacities forms the core of the technical solution. This is geared to the support tasks currently maintained in a database sorted according to ITIL V3 processes. The individual tasks are distributed in a process known as dispatching on the basis of relevant criteria, such as cost, and budget, quality, stability, performance, or security. Support teams can therefore be controlled in a standardised manner.

Benefits of the Sulzer Support Factory at a glance
  • Scalable in ongoing operation
  • The basic service concept is flexible and enables the most diverse operational tasks to be considered
  • Designed for systems of all technologies
  • Growing requirements in operation relating to increasing quality and performance can be met at the same time as keeping costs in check
  • Services are offered on site in Germany as well as in conjunction with offshore partners

The Sulzer Support Factory is also able to offer comprehensive services in professional application management. The support offered is also adapted to individual customer requirements, thereby offering extremely flexible support solutions.

The Sulzer Support Factory enables us to provide you with comprehensive services for ITIL operation, which can support you only in individual areas or along the entire process chain, as required. The Sulzer support model is sub-divided as follows:

IT-Service-Management (ITSM)

IT service management is capable of quickly responding to changes and new requirements during productive IT operation thanks to sophisticated and professional Support Balance Dispatching.

Sulzer X-Shoring

The focus here is on Sulzer X-Shoring technology. Based on the systematic operating architecture of the Sulzer Support Factory, it offers clients tailor-made support solutions, which can be controlled very flexibly worldwide by different support personnel depending on the tasks, whereby the distribution of these support solutions can be finely adjusted in operation at any time with the use of change requests, right up to the application level.

2nd Level Support

This takes on operational responsibility for the service: 2nd Level Support is responsible for compliance with Service Level Agreements and controls operations. Specialists are deployed who possess the requisite specialist knowledge and keep it up-to-date at all times. To achieve this, Sulzer has a control process to organise internal training sessions and workshops for all IT areas.

3rd Level Support

Software development and IT architecture specialists support the service with in-depth knowledge and develop workarounds, solutions and instructions for the service. Methods are created for the application, packaged and then forward to 2nd Level Support to be used in operations. These 3rd Level Support experts continuously communicate their knowledge to Support in the form of training courses and workshops.

Shared Services

2nd Level Support, in turn, is supported by our Shared Services to enable them to concentrate fully on service. Tasks generated in 2nd Level Support are therefore regularly transferred to Shared Service. Shared Service, working on behalf of on-site 3rd Level Support, provide support for communication and control tasks and make use of uniform standards for this.

Interaction of support personnel

The cooperation of our support teams is regulated and optimised by clearly defined interfaces and processes. Staff are therefore focused, clear guidelines are defined, at the same time providing enormous flexibility, which is extremely unusual for support organisations of this size.

The strategic distribution of support tasks also increases performance. Vertically, the specialist business process fields have application-specific responsibility for operation and maintenance. Horizontally, Shared Services control these processes, at the same time as providing valuable support in normal operation.

Any tasks that arise are monitored and distributed by Transition Management to the specifically assigned support level to achieve optimum synergies. Corporate objectives, such as quality improvement and cost reduction are therefore also taken into consideration in ITIL operation. This can be clearly seen by the example of SAP support where Availability Management is provided centrally to standard processes for many applications.

Modern Operating Technology

Specialist operating portals ensure rapid access to data, solutions and means of communication. An internal ticket and monitoring system supports and controls application operation. The professional shift plan is additionally coupled to skills matrices.

The requirements of the business are dismantled in a modular manner and integrated into a service catalogue. This then represents the input for the incorporation of capacities. Automated skills matrices thus make the current level of training transparent and ultimately the shift plan is also checked by tools with regard to its feasibility.

Transparency through monitoring and reporting

The control system monitors the workflow in an integral and/or dedicated manner, guarantees minimal reaction times, monitors time requirements, initiates escalation processes and provides reporting. Transition monitors visualise online the levels of distribution of support tasks to the respective service teams.

Control of Partners

The Support Factory permits on-site, near- and offshore partner links to be scaled and efficiently coupled to projects, at the same time as continuing to be centrally controlled and qualitatively monitored.


The Sulzer Support Factory enables us to cover all relevant areas of consulting: ITIL processes, migrations and transitions, startup management, service level management, support techniques and methods, reporting and monitoring, training and long-term knowledge acquisition and the set-up and operation of global support cascades (on-site, nearshore, offshore and rightshore).

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