Optimizing Campus IT Service Management: Developing a Jira Project Catalogue Based on University Needs and Impact Assessment

Effcient ITSM in higher education requires balancing the rigid governance of frameworks like ITIL with the decentralized, flexible nature of academic environments. At TU Wien, the central Campus IT department relies on Jira for service management, but the absence of a standardized implementation strategy has led to ad hoc configurations,inconsistent service delivery, and varying levels of user satisfaction. This thesis addresses these challenges by developing a tailored Jira Project Catalogue designed to standardize service desk operations while accommodating the diverse needs of students, faculty, and administrative staff.The research employs a mixed methods approach to evaluate the current state of ITSMat TU Wien and validate the proposed solution. First, a quantitative analysis of historical Jira data establishes a performance baseline, revealing that while the median resolution time for standard requests is effcient (0.9 days), a “long tail” of complex issues disproportionately impacts overall service quality. Second, a stakeholder survey captures qualitative insights into user requirements, highlighting the tension between the need for structured processes and the desire for operational autonomy.Based on these findings, this thesis proposes a modular Jira Project Catalogue that provides standardized project templates and workflows without enforcing a universal constraint. This design allows Campus IT to maintain governance standards while offering the flexibility required by different university departments. Additionally, there search introduces a PoC for a knowledge retrieval system utilizing RAG, aimed at further reducing agent workload and improving incident resolution.The evaluation demonstrates that the proposed catalogue directly addresses the identified operational bottlenecks. By aligning technical configuration with empirical stakeholder needs, the catalogue offers a scalable foundation for optimizing IT service delivery.The results suggest that a modular, needs based approach to ITSM configuration can significantly enhance both operational effciency and user satisfaction in a complex university environment.