Enterprise Service Management and Asset Administration at the University of Vienna
The University of Vienna has built a central platform for all departments with Jira Service Management and Seibert Solutions.
“How the University of Vienna introduced over 125 internal teams to digital services.”
In Brief
The University of Vienna
The University of Vienna is not only a place for teaching and research – as the largest university in the German-speaking world, it is also a driver of innovation for digital administration. Since 2016 it has been a partner of Seibert Solutions.- Industry: Education
- Headquarters: Vienna, Austria
- Employees: approx. 10,000
- Students: approx. 90,000
Products in use:
- Jira
- JSM
From pure IT to the heart of digital administration
2016 – the University of Vienna started with Jira Service Management, initially in the Atlassian team itself, later in the Central IT Services department. Today all employees can request their own service project – whether in IT, teaching or administration. Over 125 teams are already doing so.
Sophie Riegler
Since the introduction of Jira Service Management, more than 125 (project) teams have come to appreciate the product and map their use cases in it. We have now arrived at mapping workflows that are not possible in other tools.
Use Cases
- showing what’s possible
The University of Vienna uses JSM not just for classic IT tickets. It’s especially the “atypical” use cases that make this project so special – and Seibert so valuable as a partner.
Real-world examples
Submitting thesis completion – digitally
Submitting thesis completion – digitally
No paper, no travel. Students submit their graduation application online. The department processes it directly via a service project.
Managing the vehicle pool
Managing the vehicle pool
Vehicles are booked, managed and maintained directly through JSM – with role and permission concepts, automated documentation and notifications.
Creating Confluence spaces via form
Creating Confluence spaces via form
Simple JSM form → automated space creation → ready to use immediately. Saves time and effort for everyone involved.
Approval workflows in five stages
Approval workflows in five stages
Business trips, grants or IT orders go through precisely defined approval steps – without any email chaos.
Microscope management & external requests
Microscope management & external requests
Booking equipment, assigning permissions or managing contacts – everything runs through user-friendly forms and structured workflows.
Andreas Bunzl
DevOps Engineer | Central IT Services, University of ViennaIn our team’s area of work, the automatic creation of a Confluence space via a JSM form offers great relief in service operations. In many degree programs, the student thesis submission is triggered via JSM. This saves students the physical trip to the right office at the university.
Impact that can be measured
The Jira Service Management project at the University of Vienna clearly demonstrates: Digitalization works when it is implemented in an understandable, scalable way that is close to people’s needs. Particularly positive: acceptance in administration and teaching is high – especially because the workflows are clearly structured and easy to understand.
More than 125 active JSM projects in use
Already over 150 agents planned in a new project
Easy automation and flexible scaling through configuration, add-ons and Seibert consulting
High acceptance in administration and teaching, thanks to easy-to-understand workflows
Technical Highlights
Automated creation
of Confluence spaces
Approvals
via group roles
Planned synchronization
with i3v (administration system)
Use of JETI
for flexible communication and escalation
Andreas Bunzl
DevOps Engineer | Central IT Services, University of ViennaBefore Jira Service Management, our processes were very manual. For many processes there was one person who independently sent emails to multiple people, waited for their responses, forwarded them, etc. Since the increased use of Jira Service Management, we have been able to digitize and optimize numerous processes in the administration of the University of Vienna.
Seibert as a sparring partner
- How we collaborate
From tool selection through custom workflows to interface implementation – the Central IT Services department of the University of Vienna works closely with our consultants.
A new project is currently being developed for managing external persons – with up to 200 processors. Jira Service Management will thus become the central platform for even more areas of the university. This shows: the University of Vienna also tackles the complex challenges. With Seibert by their side.
Our approach:
- Weekly check-ins with dedicated points of contact
- Support for new use cases with technical and methodological expertise
- Workload distribution and project management by Seibert
- Training via Seibert Academy & individual formats
Interesting fact: Two of our consultants are permanently integrated in the remote Scrum team and accompany the university week after week on operational and strategic topics.
And what makes the University of Vienna special?
User-centric growth
Not top-down, but adoption driven by need
Consulting and implementation
Technical, strategic and operational. Including: order workflows, approvals, helpdesks and many more clever automations.
Broad scope
Over 125 teams are now working with Jira Service Management
Sophie Riegler
Portfolio & Process Management | Administrative IT, University of ViennaFor more difficult or new topics such as interfaces, we like to bring one of our consultants to the first meeting with colleagues right away, to have the best possible expertise from the very start.
Curious about what's possible for you?
Book a free initial consultation with us!
In the free initial consultation, we discuss your current situation, challenges and goals. Find out in just 30 to 60 minutes how we can support you.
You receive:
- a neutral initial assessment of your situation
- inspiration on tools, workflows & suitable solutions
- initial solutions for how your team can get started in a structured way
Many thanks to our partners at the Central IT Services of the University of Vienna
Sophie Riegler
Sophie Riegler
Portfolio & Process Management, Administrative IT, University of Vienna
Andreas Bunzl
Andreas Bunzl
DevOps Engineer, Central IT Services, University of Vienna
We look forward to hearing from you
