A modern data foundation strengthens Tiera’s knowledge‑based management

For more than a decade, Tiera’s reporting was handled manually across multiple systems and data sources. While this approach worked in the company’s early years, it became unsustainable as the number of owner clients and service volume grew significantly. 
The organisation needed a unified and modern reporting solution that could ensure high data quality, minimise manual processing, and provide all stakeholders with access to the same service and quality data. At the same time, it became important to strengthen the internal flow of information so that reporting could support both customer follow‑up and knowledge‑based management across the business. Tiera therefore sought a central, reliable, and future‑proof platform capable of handling large data volumes while enabling efficient analysis and report generation 

The project began with Context& commissioning an implementation plan, followed by tool selection, ecosystem verification, and modelling. Before going into production, the team built a proof of concept that helped validate the solution’s direction and identify lessons to bring into the final implementation. 

Although Tiera initially envisioned a larger data ecosystem, the company refined the scope to focus on its ITSM system, where a significant amount of operational data resides. This created a clearer, more manageable foundation for the new warehouse. 

The solution was built using Microsoft technologies, and Context& supported Tiera from the earliest stages. Collaboration was described as close, flexible and customer‑centric throughout the journey. 

Even after deployment, the project continues with active monitoring, dialogue and iterative improvements, reflecting the evolving nature of knowledge‑management needs. 

Tiera now benefits from automated, high‑quality reporting generated with the push of a button. Reporting is more reliable, consistent, and easier to manage across the organization. The new data warehouse brings clarity to large volumes of ITSM data and supports deeper analysis through drill‑down capabilities. 

Continuous development remains essential, as Tiera’s needs to expand and evolve. The organization is also exploring how artificial intelligence could play a role in future reporting and risk analysis.