Like many public institutions, the State Directorate of Saxony was faced with an increasing challenge. IT requests, malfunctions and internal processes were managed via Outlook and were spread across numerous mailboxes. This resulted in a lack of consistent transparency. This resulted in long processing times, a lack of traceability and a high manual workload for the IT team.

In order to meet these increasing demands, the authority decided to switch consistently to professional IT service management using the open-source ITSM software KIX.