ITSM process and tool evaluation and optimization in the public sector

Evaluation and optimization of the IT service management system landscape and ITSM processes, including the aggregation of data sources to meet license management requirements in the public sector.

Customer Profile

The client is the primary IT service provider responsible for providing IT solutions, support functions, and IT operations for all government agencies throughout the state of Berlin.

Methods & Technologies

– Standard Microsoft Office, MS Visio, MS SharePoint, MS Project, Jira, Confluence, Axios assyst
– ISO 20000, ITIL3.0, PRINCE2, Agile Project Management, BPMN 2.0

Starting Situation

Due to the E-Government Regulation of the State of Berlin and subsequent standardization strategies, the client was tasked by the state to implement and expand its IT and service management function within the organization. This led to significant changes and optimizations in terms of service scope, support, order management, and IT operations. The goal was to establish an enterprise-wide service initiative to ensure that the relevant authorities in Berlin could be integrated into the newly established service management ecosystem. This included processes, supply chains, and expanded ITSM system functionalities.


The solution involved assessing and optimizing process maturity, existing service management policies and practices, as well as the corresponding system architecture, data management practices, and ITSM tool functionalities. Additionally, additional processes and data interfaces were implemented to address potential gaps between marketing, service management, and IT operations.


The results positioned the organization to achieve a high level of internal standardization. This included optimized, well-documented, and implemented processes, an evaluation of the best tools for relevant support units, and standard procedures for improved customer service. Furthermore, a federated data management concept (CMDB interface) strengthened the enterprise architecture function within the organization and helped successfully complete a feasibility proof regarding license optimization and compliance.

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