Möglingen, February 6, 2025

A globally leading provider of laboratory automation solutions has opted for USU's IT Service Management Suite (ITSM). As part of a comprehensive IT reorganization, all IT service processes will be gradually managed via a scalable, service-oriented, and integrated platform.

The decision was driven not only by the performance of USU’s software but also by the company’s local presence and the strong technical expertise of the USU team. The ITSM solution will be operated as Software as a Service (SaaS) for employees and includes a wide range of ITSM modules.

In addition to increasing transparency through a Configuration Management Database (CMDB) and professional IT Asset Management, a key focus is on automation and efficiency improvement. The solution will be implemented in coordinated phases, starting with a starter package for core functions such as Incident Management. After the completion of the first phase, further ITSM disciplines will be introduced, including IT Self-Service, Service Request Management, Problem, Change, and Release Management.

"We are very pleased to support our new customer in optimizing its IT processes and to provide a future-proof foundation for the company’s growth through our scalable ITSM solution. The customer will benefit from a centralized IT platform that enables seamless integration of additional services," says Achim Rudolph, Senior Vice President and Managing Director of USU.

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USU GmbH

As a leading provider of software and service solutions for IT and customer service management, USU helps organizations optimize their IT resources in the age of cloud and AI. Globally, organizations trust USU to modernize their IT infrastructure, reduce cloud costs, and enhance service excellence.

USU technologies deliver comprehensive transparency and control over hybrid IT environments – from on-premises data centers to cloud-based resources and hardware assets. Additionally, USU’s AI-powered platform serves as a central knowledge base, providing consistent information across all communication channels and customer services.

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