Service-Management

ITIL

Consulting

Process analysis

IT service management is becoming service management.

As IT will be an integral part of products in future, service management is no longer purely an IT issue. Consequently, ITSM tools are no longer relevant solely to IT, and processes are no longer merely IT processes.

We support you in evaluating ITSM tools and develop concepts for service catalogues and CMDBs. We advise you on optimising the IT service desk and implementing processes.

What do we mean by IT Service Management (ITSM) and how do we view its development?

As we understand it, this means that IT organisations should support the company’s business processes as effectively as possible through IT Service Management (ITSM). This requires IT organisations to continually optimise their IT operations and respond to customers’ needs as quickly as possible. In our projects over recent years, this has usually involved analysing and optimising IT service management processes or introducing and optimising a suitable ITSM tool. As a result, for years now – as required by the ITIL framework – certain topics have been regularly discussed and are also reflected in project requirements:

  • • Service orientation
  • • Creating business value and added value
  • • The customer must be at the centre
  • • The customer must be satisfied
  • • Customer satisfaction as the most valuable KPI
  • ...

Our service management offerings

IT PROCESS ANALYSIS
Design and planning of IT service management processes, taking a holistic view of your organisation for the processes of incident management, problem management, change management, configuration management, service request management, service level management, etc.

ITIL Coaching & WORKSHOPS
From analysis through design to the implementation of your IT service management solution: we support you with project planning and implementation.

ITIL TRAINING
In-house ITIL training, ITIL Foundation seminars, ITIL workshops – delivered by certified trainers

ITSM Tool Evaluation
Support / project management for product selection and defining your requirements for the right IT service management tool.

SERVICE CATALOGUE / CONFIGURATION MANAGEMENT DATABASE (CMDB)
Design and implementation of a service catalogue and Configuration Management Database (CMDB) – from data analysis through to implementation in your ITSM tool.

IT SERVICE DESK OPTIMISATION