Service Focus at Jungheinrich

Jungheinrich envisioned a "focus on service" model to oversee all service areas with a standardized, central platform.

The company faced the challenge of eliminating multiple disparate tools and harmonizing global processes. A critical need was a unified solution to oversee IT service management, asset and license tracking, budget planning, and customer support—nationally and internationally. Tool-supported workflows were essential for reducing manual effort, ensuring faster resolution of service tickets, and providing transparency across departments. This vision also required setting up a configuration and service management database (CMDB/SMDB) and managing the complexity of serving both internal IT and external technical customer services efficiently.

USU IT Service Management was selected for its flexibility, integration capabilities, and track record with complex enterprise projects.

The rollout began in IT support and asset management, including license compliance and software deployment via Microsoft SCCM. This was followed by international implementation across customer service, technical support, and self-service IT portals. Additionally, Jungheinrich deployed IT budget planning and established a comprehensive SMDB and CMDB. These databases integrated with enterprise systems like VMware and allowed automated updates. As part of a strategic development partnership, custom modules were developed for order and identity management, enabling Jungheinrich to meet evolving service demands with agility.

Today, Jungheinrich manages around 7,500 IT tickets, 6,500 non-IT tickets, and over 600 monthly service shop requests using the USU platform. With approximately 16,500 networked PCs, 3,000 servers, and 100+ services, the company now operates a harmonized, automated service infrastructure.

The solution improved transparency and minimized costs across the service lifecycle. It enabled faster ticket processing and reduced overhead through automation. Service processes became scalable and sustainable, and software compliance is now verifiable at any time. USU's platform continues to support the development of specialized modules and is integral to Jungheinrich’s future-ready service management.