Case Study: USI achieves unified IT service management with 4me

Swiss University Chose 4me to Provide One Complete Platform to Meet all its IT Service Needs

USI, the Università della Svizzera Italiana, needed to modernize its IT service management as its aging open-source case tool was no longer suited to delivering a full service experience. The university also relied on separate solutions for knowledge management and project management, creating a need for a single platform that could unify IT services, processes, and risk management. USI selected 4me for ITSM.

4me implemented a phased rollout of its complete service management platform, including Service Request and Incident Management, Service Catalog, Service Level Management, Change Management, Project Management, and Knowledge Management, with integrations such as SSO and Active Directory. The result was a centralized, transparent system for all IT support requests, replacing multiple tools and improving collaboration and communication across the university. USI now handles around 1,000 user requests per month and has already seen interest from other departments in using 4me for enterprise service management.

USI

Ivano Di Remigio

Coordinator