Skip to content
Contact

How the University of Vienna Extended JSM to 125+ Internal Teams

The University of Vienna built a central platform for all departments using Jira Service Management and Seibert Solutions’ expertise. Since then, 125 internal teams have been onboarded to JSM.

See Their ResultsTalk to an Expert
University of Vienna

”Since introducing Jira Service Management, over 125 teams have come to appreciate the tool and are using it for their own use cases.”

Sophie Riegler | Portfolio & Process Management, Administrative IT, University of Vienna

At a Glance

University of Vienna

The University of Vienna is the largest university in the German-speaking region of the world. Seibert Solutions has partnered with the central IT service department since 2016.

A central outcome of this collaboration: over 125 teams now use Jira Service Management for their internal service processes. Train-the-Trainer concepts and Seibert Academy videos have helped keep knowledge in-house and enable teams to grow independently.

  • Industry: Education
  • Headquarters: Vienna, Austria
  • Employees: ~10,000
  • Students: ~90,000


Products Used:

  • Confluence
  • Jira
  • Jira Service Management
  • Bitbucket
  • Agile Hive

Jira Service Management became the central platform for digital administration

In 2016, the University of Vienna started with Jira Service Management — first in their own Atlassian team, later in the central IT service department. Today, all staff can request their own service project — whether IT, teaching, or administration.

2016

Pilot Phase in the Atlassian Team

Jira Service Management starts in-house for simple support requests and internal ticketing. The foundation for a steadily expanding platform is laid.

2018

Introduction Across Administrative IT

JSM is rolled out to the entire Central IT Service Department. All University of Vienna staff can now request service projects. The first non-IT use cases emerge.

2025

125+ Teams — One Platform for All

More than 125 teams run their service processes in JSM. 5-stage approval workflows, asset management, and system integrations make JSM the central platform across the University.

How the University of Vienna Uses Jira Service Management Beyond IT Tickets

The University of Vienna doesn’t just use Jira Service Management for classic IT tickets. It’s the “atypical” use cases that make this project special. From digital graduation applications to vehicle management and multi-stage approval workflows — the breadth of use cases shows how flexibly JSM can be used as a central service platform.

Jira Service Management Use Cases from the University of Vienna

Graduation Applications

No paper, no trips to campus. Students submit their graduation application online. The department processes it directly through a service project.

Vehicle Fleet Management

Vehicles are booked, managed, and maintained directly through Jira Service Management — with a role and rights concept, automated documentation, and notifications.

Multi-Stage Approval Workflows

Business travel, grants, and IT orders go through JSM with defined approval steps — without email chaos.

Microscope Management & External Requests

Students, teachers, and staff can book devices, assign permissions, manage contacts — via user-friendly forms and structured workflows.

Automated Confluence Space Creation

New Confluence spaces can be created automatically via a JSM form. A major relief for service teams — no more manual setup.

”In many degree programs, the thesis submission process is triggered through Jira Service Management. Students no longer need to come to campus in person.”

Andreas Bunzl
Andreas BunzlDevOps Engineer, Central IT Services, University of Vienna

What Introducing Jira Service Management at the University of Vienna Achieved

Before JSM, many processes ran manually: one person emailed multiple recipients, waited for replies, and forwarded them on. Today those processes are documented, structured, and visible to the entire agent team. And adoption keeps growing because all University staff can request their own service project.

Book a Free Call

More than 125 teams from IT, administration, and teaching use Jira Service Management for their own service projects

Up to 5-stage approval workflows for orders, business travel, and grants — without email chaos

Communication that once ran by phone and email is now documented and visible to all agents

150–200 agents for managing affiliated persons: the largest JSM project at the University of Vienna to date

”Before introducing Jira Service Management, our processes were very manual. Since adopting it more widely, we’ve been able to digitize and optimize numerous administrative processes at the University of Vienna.”

Andreas Bunzl
Andreas BunzlDevOps Engineer, Central IT Services, University of Vienna

How Seibert Solutions Technically Implemented JSM at the University of Vienna

  • Automated Confluence Spaces

    Staff request Confluence spaces via a JSM form. They’re automatically created in seconds — no manual effort, no waiting.

  • Multi-Stage Approvals via Group Roles

    Business travel, grants, and IT orders go through up to five defined approval stages, fully managed in JSM — without manual email forwarding.

  • JETI for Flexible Communication

    JETI enables inclusion of email addresses and situation-specific notifications — essential for the University’s complex communication requirements across internal and external stakeholders.

  • Planned Sync with i3v

    Upcoming: automatic data synchronization with i3v, the University’s central administration system — including changes made directly from within JSM.

How Seibert Solutions Advises the University of Vienna on Jira Service Management

From tool selection through custom workflows to integration delivery, the Central IT Service Department works closely with our consultants. With Seibert at their side, the University takes on complex topics — including a new project for managing affiliated persons with up to 200 agents. JSM is becoming the central platform for even more areas of the University.

Our approach:

  • Weekly check-ins with dedicated contacts
  • New use case support with technical and methodological expertise
  • Workload distribution and project management by Seibert
  • Training via Seibert Academy & custom formats

“For more complex or new topics like integrations, we gladly bring one of our consultants to the very first meeting with colleagues — to have the best possible expertise from the start.”

Sophie RieglerPortfolio & Process Management, Administrative IT, University of Vienna

Let's talk — free and no obligation

Find out in 30–60 minutes how we can support you.

In a free consultation, we’ll discuss your current situation, challenges, and goals. Find out in just 30 to 60 minutes how we can support you.

You’ll get:

  • A neutral assessment of your situation
  • Input on tools, workflows & fitting solutions
  • First steps to get your team moving
Book a Free Call

Discover More Case Studies

SPIEGEL Group

Cloud migration for Jira and Confluence: why moving to Atlassian Cloud with Seibert was exactly the right decision for Germany’s leading news media group.


Discover project
Uelzener Insurance

From Data Center to Cloud: Uelzener Insurance benefits from less administrative overhead, more flexibility, and automated updates — while meeting strict regulatory requirements.


Discover project
VR Payment

Moving to Atlassian Cloud gives VR Payment a stable foundation for structured processes, secure data storage, and efficient collaboration — all while meeting BaFin compliance requirements.


Discover project

Let's Talk

Two colleagues smiling and working together at a desk with computers in a modern office setting.

Seibert Solutions US

619-793-4456 sales-usa@seibert.group

You may unsubscribe from these communications at any time. For more information on how to unsubscribe, our privacy practices, and how we are committed to protecting and respecting your privacy, please review our Privacy Policy.

By clicking submit below, you consent to allow Seibert to store and process the personal information submitted above to provide you the information requested.