Topics

› Agile & IT Service Management › Customer Service Management › Governance, Risk and Compliance › IT Operations Management › Legal Operations Management › Project Portfolio Management

With our services in the area of Agile & IT Service Management we support our customers in the optimal alignment of the structural and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.

With our Customer Service Management (CSM) services, we help service organizations to work in a customer-centric and efficient way.

With "AI"-based self-services, you enable your customers to interact mobile, efficiently and 24/7, while your service agents have all customer-relevant information available centrally - in every process step, across departments and up-to-date at all times.

With our services in the area of Governance, Risk and Compliance, we help our customers to meet the constantly growing compliance requirements from information security, data protection and risk management with suitable concepts, processes, services and technical solutions.

In this way, we put our customers in a position to sustainably anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.

In an increasingly data-driven world, the classic methods and tools for handling IT operations are no longer sustainable.

With our IT Operations Management services, we support our customers in modernizing and transforming their IT operations and help them to reach the next level of automation.

With our services for Legal Operations Management, we support corporate legal departments in unleashing the power of automation for legal workflows and mastering the digitalisation of corresponding legal operations - from strategic consulting to implementation and operation.

In our joint venture smartvokat Trusted Quality, we bundle legal management and technical expertise for this purpose.

With our services in the area of Project Portfolio Management (PPM), we support our customers in better aligning their project management with the corporate strategy and in making project work more efficient overall - regardless of whether it is carried out according to classic or agile approaches.

Services

Mehr erfahren

› Service Management as a Service › Application Management Services › Future Service Enablement › Business Process Advisory › Digital Learning Solutions

With Service Management as a Service (SMaaS) we take care of the daily tasks in the operative IT service management of our customers.

This way we make your internal staff available to work on important projects and urgent changes, while you can rely on a reliable service management basis.

With our Application Management Service (AMS), we take care of the daily tasks involved in the operation of our customers' platform solutions - especially with regard to global ServiceNow® platforms.

Our cross-project expertise and maximum transparency in our approach are the basis for a successful and trusting partnership.

With our experienced management consultants from the Future Service Enablement division, we develop our own answers to the Enterprise Service Management of the future and help our customers to profitably use the possibilities and advantages of digitization in their own business and service processes.

Our experienced employees will lead you, detached from rigid theory and individual frameworks, to a modern Enterprise Service Management.

With the combined expertise of experienced consultants and educational professionals, we offer digital learning formats that are tailored to your needs. These include interactive learning experiences, knowledge nuggets and context-specific learning formats.

About

› Our Mission › Companies › Locations › Partners › References › Management › Career › 20 years of iTSM Group

Business Process Advisory

Our experienced employees will lead you, detached from rigid theory and individual frameworks, to a modern Enterprise Service Management.

We support you in the analysis, design, establishment and operation of your service management activities; from the requirement to service furfillment - professionally and customer-focused.

What challenges do our customers have to overcome?

Lack of transparency

Over time, structures that have grown over many years often lose track of which activities contribute to service provision and how. The perception of service provision also differs depending on the perspective. Companies lack a tool that shows the current status and potentials and makes IT services transparent.

Insufficient expertise

Companies and their IT organizations want to (further) orient themselves towards service. However, they do not have an experienced partner to support them in service and process design as well as implementation and to contribute their experience from successfully completed projects.

Integration of agile methods

Many companies have used the ITIL framework in version V3 to design their service landscape. However, the way IT-supported services work has changed significantly over the years. The main reasons for this are the advancing digitalisation and new organisational approaches. As a result of these changes, a wide variety of roles and processes arise locally. The existing processes no longer match these new requirements. There is no overview of which frameworks provide the answers and how they can be integrated holistically and appropriately.

Lack of resources for operation

Companies see benefit of a service-oriented organization, but they shy away from the expense of restructuring. There is a lack of resources and an option to concentrate on the core business.

Our approaches

The iTSM Group offers you a holistic approach. Starting with the customer's or department's needs up to the fulfillment of services, we keep an eye on your value-added chain. This ensures that no local adjustments are made at the expense of the overall process. For the implementation of service structures, we can also provide you with everything from a single source - including tried and tested project management. This ensures that you are always up to date, regardless of whether an agile or a classic approach is chosen. For the analysis of the initial situation, we have developed a procedure based on our projects, with which frequent challenges can be approached in a structured way:

How mature are the processes involved in the provision of services and their interfaces?
Where are there discrepancies in performance perception between the various stakeholders and why?
How is the organization prepared for the adaptation of agile methods?

In addition to the structured results, this procedure provides concrete proposals and options for action to solve your problems.

For operationalization, we offer our many years of experience in the design of services, processes and the associated process structures. Workshop-based and with early stakeholder involvement, processes are created that are contemporary, customer-centric and close to the company. Roles are established in a practical way. Thanks to the multiplex expertise available in the iTSM Group, training courses and tool illustrations for rollouts can also be integrated directly and without communication losses. Together with you, we create a modern IT service organization that takes into account the frameworks and best practices that suit you and brings you to your goal. The combination of agile methods, such as SCRUM or SAFe, with service management practices is one of our strengths.

With the beginning of the operationalization and the rollout of the first processes and roles, the success control of the measures and the transition to a continuous improvement out of the organization begins. Here, the iTSM Group offers Service Management as a Service. We take care of the organisation of day-to-day operations in the area of IT Service Management. Professional reporting, document maintenance, the organisation of meetings, the creation or quality assurance of tickets and the further development of operational processes are just a few examples of how we can support you to enable you to concentrate entirely on your core business.

Industries Project Example

Precision Engineering

Challenge: With the introduction of SIAM-based supplier management, roles, responsibilities and processes changed. The change process revealed new challenges that had to be solved together with the ITSM Group.

Focus: Supplier management, SIAM

Solution/Performance iTSM:

Elaboration of the Delta for a functioning SIAM
Workshop and moderation on role definition with IT operations and IT governance
Recommendations for action for optimization of SIAM, in particular with regard to soft skills in provider management
Coaching of service integrators and preparation of guidelines for provider management (hard and soft skills)

Benefits for the customer:

Reduction of expenses for service owners through more efficient provider management
Reduction of IT operations costs through leaner process design
Fewer escalations from business through smooth service delivery

Industries Project Example

Logistics

Challenge: Due to a merger and the associated restructuring, processes must be adapted, optimized and anchored in the new organization. The goal is a service-oriented IT organization.

Focus: ITSM Organization, Value Stream Analysis

Solution/Performance iTSM:

Analysis of end-to-end processes for value generation
Design of the activities along the value streams
Implementation of the new processes

Benefits for the customer:

Reduction of expenses by focusing on the customer
Reduction of effort through leaner process design
More acceptance within the organization

Industries Project Example

Automotive

Challenge: Due to the growing organization a large number of service level agreements are available. It is difficult to control the service providers and to create a uniform reporting system.

Focus: Reporting, SLM, Supplier Management

Solution/Performance iTSM:

Analysis of contracts
Demonstration of a possibility for uniform reporting
Support in the development of a suppler model
Support during implementation

Benefits for the customer:

Better control of suppliers
Transparency in the provision of services

The iTSM Group as your service management provider - everything from one source

Know-How

Our experienced team has the know-how and manpower required to provide you with targeted support - regardless of the tools or technologies used

Trainings

As an established provider of training in the IT sector, we also ensure the training and further education of your employees with regard to processes and tools

Remote & Secure

As a consulting company with TISAX certification, we are also able to comply with the highest security standards as a remote service provider.

Certified

Our experts and consultants are certified according to a number of standards such as DevOps, CCNA and ITIL®.

How can we support you?

Timo Schrader

Head of Business Process Advisory

timo.schrader@itsmgroup.com

+49 6135 9334 0

Our topics

In our focus topics, we are the holistic contact for our customers for the digital transformation of their services.

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