Case Study: BIT BW achieves standardized state-wide IT service management with USU Solutions

BIT BW - Customer Case Study

BIT Baden-Württemberg (BITBW), the central IT service provider for the state administration of Baden-Württemberg, needed to standardize fragmented IT service management processes across departments as part of a six-year IT consolidation program. With USU Solutions and its USU IT Service Management and USU Knowledge Management software, BITBW aimed to replace multiple isolated systems with a state-wide, ITIL-based platform.

USU Solutions implemented and rolled out a modular ITSM solution covering core processes, CMDB setup, data migration, interface integration, and training for staff and customers. The new platform went live in January 2017 and has since been expanded step by step, enabling BITBW to centralize IT services, support about 40,000 workplace computers and 3,800 remote connections, and improve lifecycle management and process automation across the state administration.

BIT BW

Ulrich Buck

Service Manager and Project Manager