LfA Förderbank Bayern
03.02.2026
- ITIL STANDARDS ENSURED
- POSITIVE CULTURAL CHANGE
- REDUCE-TO-THE-MAX PRINCIPLE SUCCESSFULLY IMPLEMENTED
- HIGH ADOPTION THANKS TO USER-FRIENDLINESS
Industry
Banking
Location
Munich, Bavaria
Challenges
Cultural change Awareness for new developments Establishing a service mindset Mindset shift among employees Ensuring ESM Replacing legacy tools Mapping existing services
Solution
Xurrent® combines ITSM with ESM and SIAM capabilities making it possible for all internal departments, such as IT, HR and FM to work seamlessly with each other, as well as with external managed service providers.
INNOVATION AND CULTURAL CHANGE: INTRODUCING A TAILORED ESM SOLUTION
LfA Förderbank Bayern is the development bank of the Free State of Bavaria, headquartered in Munich. It was founded in 1951 to finance Bavaria's economic reconstruction after the Second World War. Today, its tasks lie in corporate financing in the areas of start-ups, growth, innovation, energy and the environment, as well as stabilization.
This spirit of innovation also reached the bank's in-house IT, and the decision was made to look for a suitable ESM solution that would revolutionize the existing approach. It also had to address the particular challenge of a cultural change. But why is cultural change actually so difficult? Culture is a persistent element, and adapting it can sometimes take several years. The new ESM system therefore had to be as tailored as it was quick to implement and user-friendly.
“Xurrent is a modular toolkit with a wide range of modules that are easy to learn and to develop further. This makes a short time-to-market possible.”
Uwe Zimmermann Program Manager
A SUSTAINABLE DESIGN FOR FLEXIBLE PROCESSES AND EMPLOYEE AWARENESS
The task was to master all technical challenges such as interfaces and automations and to create a holistic, sustainable process design, in order to drive employee awareness of the new project and the shift in mindset – that is, more flexible thinking among employees. At the same time, all internal standards such as ITIL4, Medora and MaRisk (the German minimum requirements for risk management) had to be maintained. In a tender process, Xurrent left the remaining competitors behind in the final round and won over LfA.
“It wasn't just individual features that convinced us, but the complete portfolio – and Xurrent gives us a fast time-to-market.”
The implementation partner, blu Systems GmbH, was also found quickly thanks to its experience, its well-thought-out project plan, its presentation and its overall expertise and flexibility. Uwe Zimmermann particularly praised the strong service mindset, the short response and resolution times and the agility during the ongoing project.
“The product can be as nice as it likes, but if the service provider doesn't have the skills, it won't help,” said Uwe. “With blu, we have a competent and flexible service provider with a pragmatic approach and a lot of personality.”
IMPLEMENTATION
Within five months, LfA successfully introduced Xurrent with the help of blu Systems. The IT department went live first. The Human Resources & Services department will soon expand its service portfolio digitally. The workshops, training sessions and training videos for all user groups to increase employee awareness were also very successful.
The Xurrent implementation quickly delivered significant benefits and savings:
▪ Xurrent became the gateway for every type of request and the browser start page
▪ Centralized knowledge base
▪ Structured ticket intake and faster processing
▪ Improved user-friendliness
▪ Greater transparency
▪ Improved services
▪ Higher customer satisfaction
▪ No separate reporting tool needed anymore, as everything runs through Xurrent
The following features were particularly impressive:
▪ It's not individual features that convince, but the complete portfolio
▪ The integrability of all modules
▪ The free Learning Center
▪ The simplicity of the system
▪ Administration made easy
▪ Intuitive modules that require little onboarding
▪ The search function in self-service
“Xurrent is our gateway and easy to learn on top of that. This means you can quickly become ‘self-sufficient’ and don't have to rely on external consultants for every little thing.”
ACTIVE MODULES & INTEGRATIONS
The following modules are currently in use:
▪ Self-service and service portal
▪ Service catalog
▪ Request fulfillment
▪ Incident management
▪ Service level management
▪ Knowledge management
▪ Workflow management
▪ Configuration management
▪ Agile boards
▪ Reservations
▪ Dashboards
▪ Broadcasts
▪ Coming soon: change, problem, asset,
project management, webshop
The following interfaces have been connected:
▪ SSO, Entra ID
CONCLUSION
Thanks to digital transformation, Xurrent has catapulted LfA to a higher level of ESM. The project was on time, under budget and very successful in terms of its KPIs. A platform was created that LfA employees can identify with. Given the accompanying culture change, this was particularly important for the entire project team. Further departments are set to offer their services via Xurrent soon.
“We managed to create a platform that users can identify with and accept as a tool. For us, that's a complete success.”
Download the success story here:
“The great thing about a Xurrent implementation is that we can always look beyond our own horizons. We contribute our know-how about the product and enterprise service management in general, and gain insights into the work of our different customers. The implementation at LfA was a win-win situation for both sides – simply a great project.”
Thomas Wallstein Project Manager blu Systems