Case Study: Osnabrück University of Applied Sciences achieves more efficient IT service management with Valiantys

Osnabrück University of Applied Sciences - Customer Case Study

Osnabrück University of Applied Sciences (HSOS) needed to redesign its service management to make it more efficient, holistic, and better integrated across internal departments and user groups such as employees, students, prospective students, and alumni. To do so, the university chose Valiantys, working with Sanssouci ITSM, to replace its legacy Helpline setup and launch an ITIL-based service desk using Atlassian tools, including Jira Service Management, Jira Software, Confluence, and Insight.

Valiantys implemented a rebuilt service desk, knowledge base, and asset management solution, with automations, tailored request forms, issue security, and managed hosting to support a smoother rollout. The result was faster, more centralized request handling, stronger transparency, and improved efficiency for service teams, while users and administrators adapted quickly through Go-Live training. Valiantys and HSOS also completed a maturity phase that set the stage for follow-up onboarding projects across additional university areas.

Osnabrück University of Applied Sciences

Thomas Fründ

Area Manager IT Service