IT Service Management at BayernLB

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.

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.

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.