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IT Service Management at BayernLB

Bayerische Landesbank (BayernLB) relies on cloud-based USU ITSM to streamline service processes and meet strict banking standards.

tickets handled annually

Compliance

meet MaRisk, BAIT, ISO 27001, Bafin rules.

Cloud

Use SaaS for secure and efficient operations

At a glance

Customer

Bayerische Landesbank (BayernLB)

Industry

Financial Services

USU Products

IT Service Management

Streamlining Regulated IT Services in the Cloud

The Challenge

BayernLB, a major investment bank, sought a holistic ITSM solution that aligned with strict banking regulations while improving operational efficiency.
Their vision was to digitize and standardize IT processes such as incident, change, and request management using ITIL® best practices. This required a cloud-based solution that met complex legal and compliance requirements like MaRisk and BAIT. Integrating external IT service providers and multiple legacy systems into one streamlined platform posed a major challenge. Additionally, the project had to be executed remotely due to external circumstances, further increasing the implementation complexity.

The Solution

BayernLB selected USU IT Service Management as a SaaS platform capable of meeting stringent regulatory and security standards. Key decision factors included hosting in a German data center, a secure VPN connection to local infrastructure, and robust configuration options.
A phased rollout approach implemented core ITSM disciplines like incident, problem, asset, and service request management first, followed by change and knowledge management. To ensure a seamless transition, USU developed a central data hub that supported real-time data exchange with internal and external systems. Even the bank’s complex legacy data model was successfully migrated into the new solution.

The Result

Thanks to USU’s cloud-based ITSM solution, BayernLB successfully digitized and automated enterprise-wide service processes. IT changes are now implemented swiftly and securely, and standardized workflows ensure audit-proof documentation across disciplines.
Despite operating under high regulatory pressure, the bank benefits from significantly improved service efficiency and flexibility. Strategic IT initiatives can now be executed with minimal operational overhead. BayernLB is currently the only German bank with Bafin-compliant full ITSM outsourcing. The platform continues to evolve, enabling expanded offerings, reporting, and audit-readiness on a future-proof foundation.

“In the sensitive banking sector, outsourcing IT services requires compliance with the highest security standards. As a solution partner, USU had the confidence to implement our cloud project according to our specifications despite its complexity.”

Bernd Köhrer

Projekteiter

BayernLB, IT Service Operations & Anwenderbetreuung

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About BayernLB

BayernLB is a leading investment bank focused on financing future-driven sectors like mobility and energy. As a core pillar of Bavaria’s financial ecosystem, the bank combines deep regulatory expertise with forward-looking innovation in digital services.
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