Case Study: Open Grid Europe achieves transparent IT service management with USU IT Service Management

Central IT and Multi-Provider Management from the Cloud

Open Grid Europe GmbH, a transmission grid operator, needed a central IT service management platform to support multi-provider management, ITIL-based processes, and transparent routing of incidents and assets across a complex infrastructure. The company chose USU Solutions and its USU IT Service Management and USU Software Asset Management products to replace an existing system that could no longer meet its management, controlling, and reporting needs.

USU Solutions implemented a SaaS-based ITSM solution with Incident Management, Asset Management, Knowledge Management, Self-Service, and provider integrations, with additional rollouts for Service Request, Change, and Contract Management. The result was centralized control of IT processes and external providers, better SLA visibility, more efficient ticket handling, improved self-service, and optimized software license management across about 2,200 systems, 30,000 components, and 28,000 tickets per year.

Open Grid Europe

Dietmar Göntgen

Project Manager