With USU IT Service Managment, we were able to meet the project requirements in a first implementation phase in spite of the tight time frame. Both USU as a project partner and the tool proved to be flexible and functional. This allowed us to look at additional requirements during the first project phase.
Ulrich Buck, Servicemanager and Projectmanager
The state authority IT Baden-Württemberg (BITBW) is the central IT service provider within the state administration. It was established in 2015 as a key part of IT restructuring in the state. All institutions and service centers are customers and source their IT services from BITBW. On the basis of USU IT Service Managment, BITBW offers a wide range of IT services and is consolidating the IT infrastructure of the state.
As part of efforts to bundle together the state of Baden-Württemberg’s IT in BITBW, IT service management (ITSM) processes are to be standardized across departments on the basis of ITIL® best practices. A period of six years has been set aside in which to phase out various individual systems and to replace these on a step-by-step basis with state-wide, standardized ITSM software.
USU IT Service Management meets all the functional requirements of BITBW. The software solution offers an impressive level of flexibility, allowing customer-specific adaptations as part of customizing. Numerous references involving similarly complex projects demonstrate USU’s capabilities as a specialist partner.
From the start of the project, process design was very important for successfully implementing the ITIL® core processes at BITBW. During joint workshops with USU, the existing actual and target processes as well as the processes available as standard from USU IT Service Managment were presented. Internal issues at BITBW as well as change requests and requirements were then discussed and the further procedure was clarified and planned. A tool for process modeling in accordance with BPMN 2.0 was introduced for support purposes. The individual processes were then brought together, optimized and redesigned, before the modeled target processes were transferred to USU IT Service Management and tested.
After setting up the service architecture and process landscape for the productive system, the infrastructure for operating the tool was provided. The USU modules were then installed, existing data from the old systems were migrated and external systems were connected via interfaces. USU IT Service Managment went into operation at BITBW in January 2017 and since then has been rolled out gradually at customers. Instead of the previous heterogeneous and distributed IT system landscape, BITBW now uses USU IT Service Management as the central ITSM tool.