Modern service instead of email chaos: how the State Directorate of Saxony revamped its ITSM
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.
Open source is the basis for modern IT service management
The state directorate initially started with the KIX Community Edition to lay the foundations and gain experience. The system's flexibility, customisation options and lack of vendor lock-in quickly won them over.
Following the introduction of the KIX Pro version, additional service processes could be mapped and incident and request management could be expanded in a structured manner. Instead of emails being sent haphazardly, all processes now converge centrally, including prioritisation, traceability and clearly defined workflows.
The result is greater efficiency, less effort and significantly higher transparency for employees and IT teams.
The path to enterprise service management
Following the successful implementation, the state directorate is planning the next steps: replacing additional isolated applications, expanding service processes and deploying a self-service portal for structured recording of non-IT requests.
KIX is therefore becoming the central component of comprehensive enterprise service management (ESM), offering digital sovereignty, flexibility and transparency.
You can find the detailed background story on the modernisation of IT service management, the reasons for the technological change and the path to greater digital sovereignty in the CIO article.