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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.

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. 

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.

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.
 

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.

How can we support you?

Timo Schrader

Head of Business Process Advisory