ITSM Automation at gkvi

As the central IT service provider for Germany’s statutory health insurers, gkv Informatik handles services for millions. The organization needed to streamline complex procurement processes involving internal teams, clients like BARMER and AOK, and multiple IT providers.

Manual operations were time-consuming and error-prone. Simultaneously, the goal was to enhance IT support through automation and ensure efficient handling of over 300,000 service tickets per year. Standardized, efficient IT service management was critical for maintaining high service quality and availability across a vast user base of 41,000 employees and 17 million insured individuals.

To digitize the entire procurement workflow, gkv Informatik developed a custom data exchange protocol built into the USU Service Management platform. Using USU’s flexibility as a development environment, the team created modular extensions to automate tasks such as ordering workstations or user credentials. 

These extensions were integrated into a centralized control layer, enabling easy configuration and reuse across service types. The team also restructured the user interface, introducing a standard task view to improve user ergonomics and development speed. Additionally, the incident management process was upgraded with AI-powered ticket routing, significantly improving classification and resolution workflows.

USU Service Management is now the central hub for all ITIL-based processes at gkv Informatik. It powers the automated service chain between the organization, clients, and IT providers.

Over 60,000 procurement requests have been processed fully automatically, drastically reducing manual effort and errors. The AI-supported ticket routing has streamlined the handling of 300,000 tickets per year, speeding up response and resolution times. These advancements have enabled gkv Informatik to significantly enhance productivity, maintain service excellence, and continue evolving its digital strategy with USU as a trusted long-term partner.