Case Study: Hamburg Süd achieves service-oriented IT transparency with USU IT Service Management

Full Steam Ahead Toward a Service-Oriented Organization

Hamburg Südamerikanische Dampfschifffahrts-Gesellschaft A/S & Co KG, a logistics company now part of Maersk, needed to transform its IT department into a service-oriented organization as markets and digitalization changed the shipping industry. To do that, it had to make IT services transparent and customer-focused, define new roles such as service owner and service portfolio manager, and standardize IT service management processes with a central solution from USU Solutions.

USU Solutions implemented USU IT Service Management to support the service model, service catalog, and automated ordering processes. The result was clearer IT services, around 70% of service requests covered by the catalog, software reduced from 1,200 products to about 380 standard ones, lower license costs, and faster fulfillment, with licensed software delivered within 72 hours and some non-licensed software installed within hours. Customer satisfaction also improved as ordering became more user-friendly and partly automated.

Hamburg Südamerikanische

José Silva

Manager for IT Enterprise Service Management