Overview Innovative German manufacturer Dürr Dental Group provides medical equipment to dental practitioners worldwide. Dürr Dental’s 1,000 employees set the standards in the industry and achieved 2011 sales revenues of 200 mil lion in 30 countries. Challenge The IT team at Dürr Dental’s headquarters supports approximately 1,000 devices across the group, from desktop computers to barcode scanners. As the company grew, the num­ ber of users and applications increased and the IT team began to spend too much time on user support. There were no clearly defined processes and responsibilities for solving problems; users simply approached someone in the IT team and asked for help. This unstructured, ineffi ­ cient approach caused very unequal workloads and did not allow the te

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