Case studies
AI-assisted ticket dispatcher in a KRITIS environment
WURM GmbH – Controls refrigeration infrastructure for European food retail. Advising the department head directly.
Problem
Incoming IT tickets were classified, prioritised and routed by hand – slow, inconsistent and without a reliable data basis.
Approach
Introduced ITIL-aligned processes, designed the CMDB with CI classes and inheritance rules, built an AI-assisted dispatcher with REST integration into the KIX CMDB and automatic routing, alongside a hub-and-spoke infrastructure concept.
Result
Processes, metrics and transparency in operations; automatic classification and routing based on CMDB data and historical patterns; operations aligned with KRITIS, NIS2 and BSI requirements.
Project data
- Client: WURM GmbH (KRITIS)
- Role: Systemarchitekt & Berater · KI / ITSM · KRITIS-reguliert
- Period: 01/2023 – 06/2025
- Working model: Remote
Contact
Request an initial call
Describe your situation in three sentences. I usually reply within one business day with an assessment and two time slots.