IT service management @ Swiss Post

"Simple yet systematic" – this is the vision of Swiss Post. In an increasingly complex, digitally connected world, it seeks to offer products and services that work simply and uniformly. As part of this, a major project for the development and realization of a state-of-the-art, future-proof IT service management solution was initiated in 2015 under the name "Replacement of HP Service Desk". Among other things, Swiss Post selected USU as its project partner of choice following a five-day proof of concept workshop at which USU demonstrated that its Valuemation suite meets all of the technical and functional requirements in extensive testing.

In addition to the legacy HP software, the project involves the replacement of an existing IT knowledge database, an external system for customer satisfaction surveys and a share point solution in problem management in favor of USU's integrated solution, as well as the implementation of a CTI connection. Due to the highly complex nature of the service structure, the modeling and fulfillment of service level agreements (SLAs) is also an extremely important element of the project.

USU developed a customer-specific solution based on its Valuemation software suite that is now comfortably controlling and documenting more than 5,000 services and 400 SLAs. The integrated configuration management database (CMDB) allows the IT support team to access all of the relevant technical and organizational information directly via Valuemation and quickly and permanently solve any problems with the help of the knowledge database.

The successful implementation of the project was followed by the go-live in September 2016. Swiss Post's IT department now provides comprehensive and efficient support services for over 40,000 users and 10,000 organizational units throughout the group.

Together with USU, we have successfully replaced the ITSM tool that had been in use for many years. USU's Valuemation solution does everything we would want from a state-of-the-art ITSM tool. Implementation was straightforward and the solution is running smoothly. The project was a great success.

Markus Bacher,
Head of IT Operations, Swiss Post