ITSM for a Federal State

In the course of consolidating Baden-Württemberg’s public sector IT, BITBW faced the enormous task of standardizing IT service management across departments. The fragmented legacy systems lacked integration and consistency, which made it difficult to scale services or enforce best practices.

With ITIL® as the guiding framework, BITBW needed to unify processes and tools to better manage services, procurement, billing, and customer support. It also had to support thousands of users, meet security standards, and prepare for a long-term digital transformation across the state - all within a tight timeframe.

BITBW chose USU IT Service Management as the central ITSM platform to phase out old systems and replace them with a modern, integrated toolset.

The rollout included designing ITIL® core processes, creating a CMDB, optimizing data quality and workflows, integrating tools like license management, and training users. USU’s flexibility enabled customer-specific configurations and seamless connection to external systems. The solution includes a self-service portal, configuration management, and automation features, making it easier to order IT services and streamline support. USU’s modular approach allowed BITBW to implement functions incrementally across the administration.

Today, USU’s solution supports all IT lifecycle processes for BITBW. Services are now ordered, tracked, and billed centrally via a state-wide service portal. Automation ensures faster processing, while standardization boosts service quality.

The consolidated ITSM landscape has improved transparency and reduced operational complexity. USU's system enables efficient lifecycle and infrastructure management, and it continues to evolve with the organization’s needs. This transformation supports BITBW’s mission to deliver secure, reliable, and efficient IT services to the state, reinforcing its role as the digital backbone of public administration in Baden-Württemberg.