German Federal Employment Agency streamlines its IT operating processes with support from T-Systems

•     ICT landscape with 170,000 networked workstations
• More cost-effective IT processes than at comparable companies
• Comprehensive standardization and automation

Germany’s Federal Employment Agency has updated its IT operating processes with support from T-Systems so that these processes are now more cost-effective than those of comparable private-sector companies. This is the result of a benchmark study conducted by the Maturity consulting firm. With a network of 170,000 workstations and 11,500 servers at 1,900 sites, Germany’s largest authority has one of the country’s most extensive ICT landscapes.

The study establishes the technical and financial efficiency of the IT operating processes in change, problem and service-level management which were restructured with the assistance of T-Systems. For this purpose, Maturity compares the process costs at the Federal Employment Agency to those at eight European companies, primarily in the insurance sector, which have similar volumes, quality requirements and IT complexity.

"The study demonstrates that a government agency today can structure its IT operating processes more economically and more effectively than a company," says Klaus Vitt, CIO of the Federal Employment Agency. "Comprehensive standardization and automation are essential levers in this context. This makes all IT operating processes more transparent and allows the employed resources such as hardware and software to be better allocated."

In the past, T-Systems worked with the Federal Employment Agency for three years to restructure all of the agency’s IT operating processes based on ITIL (IT Infrastructure Library) and align its legacy IT landscape accordingly. ITIL is the internationally recognized benchmark for the operation of IT infrastructures and defines a framework for the best possible technological and economic management of IT processes.

The Federal Employment Agency project, completed in 2010, was distinguished by the IT Service Management Forum in Germany (itSMF) for its integrated approach.