Simplification of Service Requests in ITSM

@ Wuppertal City Administration

Stadt Wuppertal
With a population of around 355,000, Wuppertal is the largest city and the industrial, economic, educational and cultural center of the Bergisches Land region in western Germany. The Wuppertal city administration is divided into six divisions and employs around 5,000 people.

Duration of the project: 6 months

Project goal: Simplification and acceleration of service requests in ITSM

In the search for process optimization and associated successes, the Wuppertal city administration decided to use ITSM for transaction processing, but to take another option besides CRM Web UI as an input channel. The Wuppertal city council also wanted functionality to automatically reset SAP user passwords in order to optimize the manual and time-consuming previous process. Therefore, the challenge for our team was to find a way to simplify and speed up service requests for resetting user passwords through automation.

A password reset request is a request to reset the SAP user password. In discussions with the Wuppertal city administration, it quickly became clear that the variant via Simple IT Request was the most suitable, as this had already been introduced in one of our previous projects together with ITSM. This ultimately allowed the end users to use a familiar tool with an uncomplicated interface. The users did not have to get used to a new interface, and our team was able to build on existing processes in an efficient and time-saving way.

Thanks to the full automation of a very frequently recurring, previously manual process, the Wuppertal city administration is now saving significant costs.

Approval process by e-mail
When the request is submitted, an e-mail is sent to the affected user. In this e-mail, the user can approve the service request by clicking “Yes” or “No” and trigger a corresponding status change without having to navigate to the request.

Automatic password reset
After the password reset email is approved, a password is generated and the password is automatically reset in the requested system. The user is then notified by e-mail. The service request is thus completed. The process can therefore be completed entirely without the need for processing by a service desk employee.

The advantages of the solution


“By automating frequently recurring processes, we achieve user acceptance, increase efficiency and can thus devote ourselves to complex tasks.”

(Mario K., Team Lead and Project Lead SAP S/4 HANA)

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