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.
“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.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.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.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
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
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
Multi-Stage Approval Workflows
Business travel, grants, and IT orders go through JSM with defined approval steps — without email chaos.
Microscope Management & External Requests
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
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.”
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.
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.”
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.”
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