SWM’s central IT services provider operates an ISO/IEC 20000-certified IT service management system. Several decentralised service providers work with a wide range of different internal procedures with no common framework of processes and tools. This lack of clarity sometimes leads to competitive mind-sets and conflicts.
As a first step, mandatory rules were laid down in an IT&C manual. These rules apply to SWM-wide collaborations between the central IT, decentralised IT, IT&C management and other departments. Following on from this, consistent IT&C roles and processes as well as models for collaboration were defined. The decentralised IT service desks were combined with the central IT service provider.