The central IT service provider Brandenburg (ZIT-BB) is introducing the new Enterprise Service Management platform (ESM tool) Servity from DCON Software & Service AG, Kaiserslautern, for its IT procedure ZITSM (Central IT Service Management) on 02.11.2023.

The technical implementation (OOB provision and adaptation according to requirements) is carried out on-premise together with the manufacturer and represents a typical three-stage system landscape with a production (application cluster), an integration and a test environment. The acceptance of the system for production took place at the end of July.

The release changes take place shortly after the releases. Version 5.5.0 is currently installed.

All operational business processes are controlled via the ESM tool. The following ITIL processes will be used for this purpose:

- Already implemented in the previous tool (no data transfer)

o Incident management

o Configuration management

o Change management

- New and with integration of the customer

o Request Fulfillment

o Service level management

o Service Catalogue Management

- Documentation of supplier contracts and service agreements (with data transfer)

- New, but without mandatory use

o Release management

o Problem management

o Knowledge management

Based on the manufacturer's specifications, the technical basis is formed by dedicated virtual machines or servers with Windows operating systems and an MSSQL database with the corresponding instances.

By means of this EU-wide call for tenders, support services are sought for the professional and technical support of the Enterprise Service Management tool Servity. Operational support including monitoring of system availability as well as functional operational support are expected. Support services for technical support in system environments typical of Servity are expected at the Windows operating system level.

The working environment also includes the support of Servity's System Integrator, which implements various interfaces to and from Servity. In particular, these include the so-called MetaDir (OpenLDAP solution), i-doit as CMDB and Nagios/CheckMK.

As described above, Servity acts as a central source and data hub for master data, such as contact and location information. The associated activities with regard to data maintenance are therefore also part of the company's day-to-day business.