Consulting

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

Our experts in Enterprise Solutions support your transformation to digitized service processes based on the market-leading Enterprise Service Management platform ServiceNow. We help you from the definition of the roadmap through the solution architecture and successful implementation to the stable application management and operation in a DevOps approach.

We help our customers to meet the constantly growing requirements for compliance, data protection and information security with appropriate concepts, processes, services and technical solutions. In doing so, we consider both your possibilities and framework conditions as well as the formal requirements.

We put our customers in a position to anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.
 

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.

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.

Trainings

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IT Infrastructure Library (ITIL®) ist eine Sammlung von Best Practices zur Umsetzung eines IT-Service-Managements. In unseren Trainings erlernen Sie die für den Betrieb einer IT-Infrastruktur notwendigen Prozesse, die Aufbauorganisation und die Werkzeuge und können sich schließlich als "ITIL® Expert" zertifizieren lassen. 

PRINCE2® (Projects in Controlled Environments) ist eine prozessorientierte Projektmanagementmethode, die sich an Best Practices orientiert. Sie bildet einen Rahmen für erfolgreiche Projekte und gibt konkrete Handlungsempfehlungen für jede Projektphase vor. PRINCE2® kann sowohl für einzelne Projekte als auch als gesamtheitlicher methodischer Ansatz für das Projektmanagement im Unternehmen verwendet werden.

Unsere Scrum-Seminare behandeln neben den Grundlagen weiterführende Aspekte wie das Optimieren und Steigern der Teamproduktivität sowie die Produktentwicklung im agilen Umfeld.

ServiceNow ist ein Cloud-basierter Software-as-a-Service-Anbieter, der technischen Management-Support, wie Asset- und License Management für den IT-Betrieb, sowie Helpdesk-Funktionalitäten bereitstellt. Die Kernfunktionen drehen sich um das Managen von Rollen, Incidents, Problems und Changes im IT Service Management.
Mit der ServiceNow Plattform können Sie mühelos über Teams, Silos und Systeme hinweg arbeiten. Egal, ob Sie in den Bereichen IT, Sicherheit, Personal oder Kundenservice tätig sind oder einfach nur Ihre eigenen benutzerdefinierten Anwendungen erstellen möchten - Sie können großartige Erfahrungen sammeln und Ihre Arbeitsprozesse optimieren.

DevOps ist ein kultureller und fachlicher Ansatz, um bei sich verkürzenden Entwicklungszeiten stabile IT Services zu liefern. In Zeiten von immer komplexer und essentieller werdender IT bei gleichzeitiger Steigerung und Veränderung der Kunden- und Businessanforderungen ist die kontinuierliche Lieferung und Bereitstellung von qualitativ hochwertigen und verlässlichen IT Services unerlässlich.

COBIT® ist ein Framework, das als Werkzeugkasten und Kontrollinstrument bezeichnet werden kann, um die Zusammenarbeit zwischen IT und Business zu ermöglichen. Dabei wird die gesamte (IT-) Organisation durch das Framework unterstützt und die Voraussetzung für die Corporate Governance geschaffen.

Management of Risk (M_o_R®) ist ein Framework für das Risiko Management. Es hilft Unternehmen Risiken zu identifizieren, zu kontrollieren und passende Entscheidungen zu fällen.

Unsere Web Based Trainings bereiten Sie mithilfe von leicht verständlichen Fallstudien und interessanten Quiz- und Kapitel-Fragen zielgerichtet auf Ihre Zertifizierungsprüfung vor.

Die Schulung zum ivanti-Service-Manager Administrator ermöglicht es Ihnen, firmeneigene Prozesse eigenständig im Tool abzubilden und zu verwalten. Hierdurch können Sie dynamisch und unabhängig Veränderungen vornehmen und kosteneffizient agieren.

Durch den ivanti Service Manager können Arbeitsabläufe effektiv und effizient abgebildet und bearbeitet werden. Die langjährige Praxiserfahrung unserer zertifizierten Trainer ermöglicht eine zielführende Vermittlung der Inhalte im Workshopcharakter. 

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.

Was gibt es Neues zu Business Process Advisory?

How can we support you?

Timo Schrader

Head of Business Process Advisory