IT services from a single source

A centralized, transparent 360-degree view of all technical and commercial IT data – this was one of the key objectives of a major project at S&T. The Austrian-based global technology group was looking for a complete solution with a uniform data repository from a single source. It opted for the comprehensive software portfolio and technical expertise of the USU Group. The Valuemation product line from the USU division of the same name was used to support the individual processes as part of efficient and economical IT service management (ITSM). The ZIS system from the USU subsidiary LeuTek was also earmarked for the centralized monitoring of the complex IT infrastructure and services.

The project was implemented in several phases. The service operation processes, i.e. all measures for the provision and maintenance of IT services, were implemented and went live within just a few months. Now, numerous interfaces to all major partner solutions mean that data transfer is smooth – including to the LeuTek monitoring solution. Since October 2017, this has ensured that all centralized and decentralized IT services and service levels are monitored and compiled into an overview for the clients. The knowledge database Knowledge Center and a configuration management database (CMDB) are currently being implemented. Another planned step involves the realization of service portfolio management and financial management. In the medium term, the USU system will also support all service orders of the company’s technical field service. The USU system as a whole replaces a number of heterogeneous standalone solutions.

Professional IT service management is the backbone of our business model. Despite the complexity, we were able to implement the ITSM project extremely successfully thanks to the USU Group’s technology and expertise. We now have a comprehensive overview of our IT and our services.

Hannes Föttinger, 
Responsible for ITSM