From skepticism to indispensability

Implementing ticketing and network service systems in IT organizations is essential to optimize daily operations. However, implementing such systems can be both a challenge and an opportunity. It can transform the way businesses operate, opening up new opportunities to increase efficiency, while also introducing initial hurdles and requiring adjustments. To get a deeper insight into this dynamic, we spoke with Philipp Rieseberg, founder and Managing Director of EDV RIESEBERG, about his experience with TANSS - from the initial steps of implementation to advanced features and engagement with the TANSS community. Here is an overview of the most important contents of the interview:

EDV RIESEBERG, Philipp Rieseberg's company, is based in the beautiful Tyrol and now comprises a team of eleven highly trained employees. They originally introduced TANSS in order to be able to record times digitally and no longer in analog form, to create better capacity utilization and to simplify billing - they have now been using TANSS for a full twelve years.

In principle, a product must be powerful and comprehensive, but the product is not everything: It's also about the community, and this is very pronounced at TANSS. Because at the various events and formats, Philipp always meets like-minded people and colleagues with whom intensive exchanges of ideas can be developed and he can always take away new suggestions to make TANSS easier or better to establish in his system - "That welds together." Philipp had an AHA moment when he realized that many colleagues have similar requirements or problems and that there are always different approaches or solutions, none of which is right or wrong. "I actually get real added value from the exchange with the community," Philipp says. For him, the TANSS events are always a lot of fun. However, the focus is on the exchange with the community on an honest and open basis, which he does not know from other events.

Through the RMM connection, Philipp's team noticed that a lot of information was coming into their ticket system, but there was no proper prioritization. It was difficult to identify which incidents were actually important and therefore needed to be processed immediately and which were not. That's why Philipp, together with a business partner, developed their own product (woasi) based on the TANSS API, which maps exactly these things - woasi makes it possible to automatically create devices within TANSS and provide them with links into the RMM (N-ABLE, NinjaOne, Riverbird & Server-Eye). This made the paths for the technicians as short as possible and they could jump from the device management directly into the RMM. In the meantime, Philipp has managed to convince many more TANSS users of woasi and to build his own business around the product: https://woasi.app/.

Besides the basic modules and the ticket system, the most important features for Philipp and his team are the automation with rules and processes. "What a human being had to do manually back then, now goes automated" - says the managing director of EDV RIESEBERG.