Case Study · Healthcare · Device Lifecycle Management
Universitätsklinikum Münster (University Hospital Münster)
5,200 smartphones, six years of partnership –
managed on site, on campus
Our Device Lifecycle Management for the Universitätsklinikum Münster (UKM)
Currently, we at the Enterprise Tech Solutions AG have over 5,200 smartphones in use at the Universitätsklinikum Münster (UKM) – partnering for more than six years.
The UKM is one of the largest university hospitals in Germany. On its sprawling Münster campus, around 11,000 employees combine research, teaching and 24/7 patient care under one roof. Wards, operating theatres, the emergency department and administration are spread across an extensive site – and smartphones are no longer an accessory but an integral part of daily work.
The fact that the Enterprise Tech Solutions AG is headquartered just minutes away from the UKM campus, at Johann-Krane-Weg in Münster, is more than geographical proximity: it is the foundation for a service that does not work from a distance, but where the work happens.
5,200
managed smartphones
24 hrs
end-to-end deployment
6 hrs
physical on-site in critical cases
The Challenges Before the Implementation of Device Lifecycle Management by the Enterprise Tech Solutions AG
1. Scaling bottleneck in procurement and rollout. As the UKM smartphone fleet kept growing, procurement waves and deployments became increasingly manual and time-consuming. New employees often had to wait several days for a ready-to-use device.
2. UKM IT overloaded with smartphone tickets. A Mobile Device Management platform was already in place, but the operational tasks around the devices – support, exchange, warranty handling – consumed the capacity of the in-house IT department, capacity that was actually needed for clinical and specialist applications.
3. Complex warranty and repair processes. Defective devices required direct communication with various manufacturers. Without clearly defined ownership, downtimes were extended – a tangible risk in a 24/7 hospital environment.
4. Lack of cost and contract transparency. Devices, tariffs and consumption data were scattered across departments and suppliers. A reliable view of the actual cost of the mobile fleet did not exist.
Process Digitalization with the Enterprise Tech Solutions AG
The UKM decided to place its smartphone lifecycle into the experienced hands of the Enterprise Tech Solutions AG and has since benefited from a service model based on ServiceNow technology. Over the course of six years, the processes around the mobile fleet were gradually handed over to ETS – with the exception of the Mobile Device Management, which remains with the UKM. The hospital therefore retains full control over policies, apps and security settings, while all operational lifecycle phases are run by ETS.
Planning and procurement.
Together with the Enterprise Tech Solutions AG, precise demand forecasts are produced, device standards are defined and procurement waves are planned. Supplier negotiations, logistics and framework contracts run through a single point of contact. The right devices are available at the right time, in the right quantities – without costly shortages.
Deployment and configuration.
Every smartphone is fully prepared before delivery and seamlessly integrated into the UKM’s existing Mobile Device Management. Software installations, security applications and configurations are carefully performed by the Technical Consulting Team of the Enterprise Tech Solutions AG. Devices reach UKM employees ready for use – with no setup effort required from staff.
Service-Plus – on-site delivery and onboarding across the UKM campus.
The Enterprise Tech Solutions AG does not deliver devices to a central pickup point. Instead, we deliver directly to where people work – across the entire UKM campus. During the initial setup, ETS supports employees in person on site. On dedicated days, an on-site service complements the model: UKM staff have a direct contact person in-house for device handover, configuration and immediate assistance.
Maintenance and support.
The end-user hotline of the Enterprise Tech Solutions AG answers all incoming calls within 40 seconds. Tickets that previously sat with the in-house UKM IT are now fully handled by ETS. Hospital staff dial our service number directly and receive fast, competent help – around the clock.
Exchange and warranty handling.
Defective devices are replaced within 24 hours – in critical cases, the physical replacement device is delivered within 6 hours. The Enterprise Tech Solutions AG maintains its own exchange pool of ready-to-deploy spare devices. All warranty claims are managed by ETS, with no operational burden on the UKM.
Technology Expense Management.
All costs, contracts and consumption data are consolidated into a central reporting view. UKM leadership has a reliable and transparent view of the entire mobile fleet – including budget alerts and automated booking files.
Results
The partnership with the Enterprise Tech Solutions AG has delivered significant improvements for the UKM across the entire smartphone lifecycle. The most important outcomes can be quantified directly:
| Metric | Before | With the Enterprise Tech Solutions AG |
|---|---|---|
| Provisioning per device (end-to-end) | several days | within 24 hours |
| Physical replacement in critical cases | unclear | within 6 hours |
| Hotline answer time | – | all calls within 40 seconds |
| Smartphone tickets in the UKM IT | fully in-house | fully shifted to ETS |
| Exchanges per year | ad hoc | ca. 1,000 devices/year from own pool |
| Dedicated in-house IT staff for smartphone service | required | no longer required |
Beyond the numbers, the partnership has anchored qualitative improvements in everyday hospital operations: the UKM IT can focus on specialist applications, clinical software and patient-centred value again. Employees receive devices faster, ready for use. Hospital leadership has a reliable view of mobile costs. And a uniform service standard now applies across the entire UKM campus – complemented by personal on-site service.
All processes are digitally and transparently accessible via the ServiceNow platform.
Conclusion and Recommendation
Thanks to the comprehensive Device Lifecycle Management of the Enterprise Tech Solutions AG, the UKM has not only improved efficiency and reduced cost, but also visibly relieved its own IT. The partnership has lasted more than six years – a timespan that demonstrates sustained value. The combination of ServiceNow technology and personal on-site service has enabled the UKM to operate its mobile fleet reliably and at scale, and to focus on what matters most: patient care.
“We chose the Enterprise Tech Solutions AG because they do not manage from a distance – they work with us on site. When a device fails today, a replacement is on site within hours, anywhere on the campus. That gives our own IT exactly the air cover it needs to focus on clinical applications.”
– Head of IT Infrastructure, Universitätsklinikum Münster
Placeholder quote · to be confirmed with the UKM contact before publication
Our Service for University Hospitals and Healthcare Providers
For hospitals and healthcare providers looking for a comprehensive and reliable solution to manage their smartphones and tablets, the Enterprise Tech Solutions AG, powered by ServiceNow technology, delivers a service package designed for the specific demands of clinical operations: 24/7 availability, regulatory security, personal on-site service and a clear single point of contact for the entire mobile fleet. Through years of successful delivery at the Universitätsklinikum Münster, the Enterprise Tech Solutions AG has shown that a well-designed Device Lifecycle Management saves cost and resources – and lays the foundation for a modern, productive hospital workday.
As of May 2026 · Published with the consent of the Universitätsklinikum Münster under the agreed reference arrangement.
