Global IT Service Provider Transforms SLA Reporting Process – Improves Accuracy, Boosts Customer Satisfaction and Shrinks Reporting Effort

CAMBRIDGE, Mass.--(BUSINESS WIRE)--Oblicore, a leading provider of service delivery management software and best practices, today announced that Lufthansa Systems AG, based in Kelsterbach, Germany, and one of the world’s leading IT service providers for the airline and aviation industry, has licensed and implemented Oblicore Guarantee™. The initial deployment automates the management and reporting on 750 service level agreements (SLAs), saving thousands of man hours and greatly increasing report accuracy.

“We selected Oblicore Guarantee after evaluating a number of competing applications because of Oblicore’s top-down, business centric approach to service delivery management,” said Walter Isselhard, director of customer service support for Lufthansa Systems. “This is very important, because when it comes to communicating SLA compliance, our customers need to know how well we lived up to our obligations in business terms that matter to them – not technical measures of speeds and feeds.”

Lufthansa Systems is a systems integrator with one of the most modern data centers in Europe. Based on years of project experience, a deep understanding of aviation processes, and extensive technological expertise, Lufthansa Systems is continually expanding its range of cross-industry offers. The company offers its technology and infrastructure services to firms which place equally high demands on their IT with regard to quality, data security and availability as airlines. Building upon its tremendous success with aviation customers, Lufthansa Systems is growing its business particularly in banking, healthcare, government and other industrial sectors by taking a customer-centric approach to service quality.

Every month, Lufthansa Systems provides customers with SLA reports illustrating how well they performed in relation to contracted service levels. Prior to implementing Oblicore Guarantee, to generate the reports, service managers had to manually gather and correlate data several databases, a Peregrine helpdesk system, HP OpenView and SAP. The process was time and labor intensive and often resulted in costly reporting errors.

Now, by accurately reflecting monthly performance, Oblicore Guarantee is helping Lufthansa Systems minimize customer disputes, reduce penalties for service problems and increase customer satisfaction levels, while also significantly reducing service delivery management effort and costs.

“Lufthansa Systems has already realized significant benefits from Oblicore Guarantee,” said Urs Hardekopf, country manager for Germany, Austria and Switzerland, Oblicore GmbH. “We are very proud to have won their business and pleased to be working with them as they expand their use of Oblicore Guarantee for automating service level monitoring and management and implementing additional customer contracts, such as Lufthansa Passenger Airlines, into the system.”

About Lufthansa Systems

Lufthansa Systems is one of the leading IT service providers for the airline and aviation industries worldwide. As systems integrator, the wholly-owned subsidiary of the Lufthansa Group covers the entire range of IT services, including consulting, development, implementation and operation. Lufthansa Systems provides its IT infrastructure and operations services to a variety of industries. Headquartered in Kelsterbach near Frankfurt/Main, Germany, the company has branches in Germany and 17 countries and employs about 4,550 people worldwide. In business year 2005, Lufthansa Systems recorded sales of EUR 635 million.

About Oblicore

Oblicore is the leading Service Delivery Management software provider dedicated to delivering SLM, BSM and Sourcing Management solutions that drive business success. The company’s flagship product, Oblicore Guarantee™, is leveraged by blue chip customers around the world, ensuring critical IT-powered business processes are delivered in a manner that is compliant and predictable – reducing costs, improving operational performance and increasing shareholder value. Both service providers and enterprises alike rely on Oblicore’s business-focused, top-down approach to maintain compliance with SLAs, to increase customer retention and acquisition, and to keep critical business processes running smoothly. Headquartered in Cambridge, Massachusetts, with offices across the U.S., Europe, Asia and Israel, Oblicore is backed by a strong, global investor base. For more information, please visit http://www.oblicore.com.