Mitteldeutscher Rundfunk intends to renew its IT service management system. The existing system - BMC Remedy - is to be replaced. Notwithstanding the technical obsolescence of the existing system, a new system is to be used to exploit advantages in IT operations and service provision. The EVB-IT Cloud Contract is to form the basis of the contract.

Mitteldeutscher Rundfunk (AG) intends to renew its IT service management system. The existing system - BMC Remedy - is to be replaced. Despite the technical obsolescence of the existing system, advantages in IT operations and service provision are to be developed with the help of a new system. EVB-IT Cloud Contract is to form the basis of the contract.

The IT processes in the MDR to be supported by the ITSM system are based on ITIL v3 and are explained in the service description. A new ITSM system is to support the described processes. However, these are also subject to a certain degree of flexibility, so that an explicit process adaptation in the sense of alignment with system standards and IT reference models should be possible.

The introduction of a new ITSM system is essentially intended to serve the following objectives:

- Improvement of communication between IT and internal IT users in the company

- Increasing the transparency of the range of services

- Improvement of delivery and service processes and

- Increase efficiency in IT operations by

- deeper development of automation processes

- the avoidance of media breaks during the transition to environment systems within the IT processes

- Facilitation of the work of IT administrators through modern and intelligent system support

The operation of the ITSM inventory processes is currently carried out in different systems and generates a high level of effort for users and administrators. The aim is to consolidate the MDR's internal processes and transform them into an MDR-wide ITSM system.