Humboldt University of Berlin Introduces Open-Source ITSM Solution
Humboldt University (HU) of Berlin is implementing KIX, an open-source ITSM solution, for its internal IT service management. As part of the partnership, KIX Service Software, the vendor, will provide the technical platform and handle maintenance and support.
ITIL Workflows for the Help Desk
By 2027, over 150 HU service staff members are expected to use KIX for the university-wide help desk. In addition to the central ITSM platform, the HU help desk team will implement various extensions, including the KIX API, additional database integration, and certified ITIL workflows.
Focus: Digital Sovereignty
KIX is used by service teams in both the public and private sectors across industries. These teams are found in municipal administrations, state and federal agencies, hospitals, universities, utilities, and industry. This digitally sovereign, open-source platform is used for customer service desks, IT service management, and enterprise service management.
IT Infrastructure of the University of Excellence:
Humboldt University of Berlin is one of the largest universities in Germany. Currently, more than 35,000 students are enrolled here. Additionally, the university employs nearly 5,000 staff members. It is one of the so-called “Universities of Excellence” and has been part of the Berlin University Alliance since 2019.
Since beginning its academic operations in 1810, Humboldt University has produced numerous notable alumni, faculty members, and Nobel laureates, including Theodor Mommsen, Robert Koch, and Albert Einstein.
Standardization Meets Flexibility
Rico Barth, the managing director of KIX Service Software:
"The complex IT landscape, which focuses heavily on research and teaching, poses several challenges when establishing ITIL-based IT service processes.
We are delighted to contribute our knowledge from the ITSM projects we have implemented in educational and research institutions to this world-leading university. We are proud to be a small part of its history. We look forward to the years ahead."
Jean-Paul Schlack, HU's Head of Helpdesk and Consulting, adds:
"The IT infrastructure at a university like HU has evolved historically and is simultaneously strongly innovation-driven. This creates unique challenges for service operations.
We need systems that enable standardization while remaining flexible. With KIX, we have deliberately chosen an open-source solution that meets our requirements and strengthens our digital sovereignty."
More information: https://www.hu-berlin.de/en