The Challenge
In 2015, the state of Baden-Württemberg embarked on a mission to consolidate its IT services under IT Baden-Württemberg (BITBW). The primary challenge was to standardize IT service management (ITSM) processes across various state departments and replace a myriad of individual systems with a unified, state-wide ITSM software based on ITIL® best practices. This ambitious project aimed to be completed over six years, ensuring a smooth transition and consistent IT service delivery across the state administration.
The Solution
BITBW chose USU IT Service Management to tackle this significant challenge. The decision was driven by the need for a flexible, functional, and comprehensive ITSM solution. As Ulrich Buck, Service Manager and Project Manager at BITBW, noted, 'With USU IT Service Management, we were able to meet the project requirements in a first implementation phase in spite of the tight time frame. Both USU as a project partner and the tool proved to be flexible and functional.' USU IT Service Management provided a centralized platform for managing IT infrastructure, IT assets, and IT service delivery. This included setting up a configuration management database (CMDB), phasing out previous tools, and introducing a central service portal for standardized and individual services.
The Results
The implementation of USU IT Service Management brought significant improvements to BITBW's operations. The platform enabled the standardization and modeling of IT processes, ensuring a consistent approach across all state departments. The introduction of a central service portal allowed service customers to order IT goods and services efficiently and contact IT support through a unified IT ticket system or IT self-service. This transformation, which began in January 2017, continues to expand, enhancing the reliability and efficiency of IT service delivery. Supported by a robust configuration management database (CMDB), BITBW successfully phased out previous tools, ensuring a streamlined and efficient IT infrastructure management. With approximately 40,000 supported workplace computers and 3,800 remote connections, BITBW, powered by USU IT Service Management, stands as a testament to the power of innovative and dynamic IT solutions.
