Service Management Consultancy

Tailored strategies for building and operating digital services

With our leading expertise in service management, we - the iTSM Group - have been supporting more than 750 national and international customers in mastering their digital services holistically for more than 20 years. With a constant eye on optimizing the organization's performance and making processes measurable and controllable according to clear quality criteria, we always think in terms of solutions, implement them and produce results that generate verifiable benefits for you.

In doing so, we help with the optimal alignment of the structural and process organization, digitize and automate common tasks in service management - whether with classic, agile or hybrid methods.

We succeed in this because we design people, processes, technologies and partners as a unit and put together our project teams in a customized and interdisciplinary manner for you. With our services, we enable your organization to streamline and accelerate services to ensure the greatest possible innovation thrust.

We support you on these levels:

Strategic consulting

In service management consulting, we support you at the strategic level in setting up or expanding your service management platform and dovetailing it with various specialist departments.

Service process optimization

Our experts work with you to analyze your service processes, streamline and accelerate them, and identify additional potential for digitalization and process automation.

Platform implementation

Our large number of certified developers, architects and consultants are the right team for the implementation and integration of various platforms for Enterprise Service Management.

Trainings & workshops

As an accredited training house, we train your employees in the use of tools and common methods and standards in our training courses for IT service management and project management.

Service expertise for a wide range of sectors

Public sector

With our expertise in process management, data protection and IT security, we are an experienced and comprehensive partner in service management for the digitalization of administration.

Industry & manufacturing

Mastering the transformation to Industry 4.0 in Operation Technology Management or simplifying spare parts management with AI.

Customer service

Enable your customers to interact mobile, efficiently and 24/7 through a Customer Service Management with AI Self Services and provide your service agents with all relevant information centrally.

Finance sector

We are the holistic partner for wholesome IT service operations in banking and finance and help our clients in this area to transform their structures, processes and platforms - from consulting to implementation to ongoing operation.

Legal departments

In Legal Operations Management, we help legal departments unleash the power of automation for legal workflows or directly implement and integrate ServiceNow® Legal Services Delivery for your organisation.

Field service

Thanks to Field Service Managements, employees in the field can be provided with the right information at the right time and routes can be planned more effectively.

NGOs

With ServiceNow® Managed Services as a base for the digital service transformation of social enterprises and NGOs.

The services of the iTSM Group in service management

5 tips to relieve your IT team capacities

In this guide, we present five valuable tips to help you optimize your (IT) service management and deploy your team capacities in a targeted and efficient manner. From focusing on your core competencies to continuously improving your services and processes, we provide tried-and-tested approaches and proven tips to increase the success of your IT organization.

Download

Case

ITSM & ITOM & ITAM

Manufacturing Industry

ServiceNow® IT Service Management Relaunch and Establishment of IT Operation & Asset Management

iTSM Group supported a global manufacturer of fluid & air filtration systems with over 80 locations in realigning its ITSM platform and building a unified IT Operations & Asset Management based on ServiceNow®.

Challenges

Customized platform, which did not comply with current vendor standards
Local and distributed structures such as tools and teams
The binding nature of the platform use for the entire IT

ServiceNow® was already being used as a ticketing tool as part of IT support. Many of the elements used were adapted to user behavior and were scaled back to the manufacturer standard in a first project phase so as not to jeopardize the future scalability of the platform. In parallel, IT operation and asset management was set up, which was integrated into the current processes in the second project phase.

Download: Customer Success Story (Detail)

Case

IT Service Management

Global Investment Company

Realignment of the IT organisation based on ServiceNow®

The iTSM Group supports a global alternative investment specialist based in Switzerland with almost 700 employees in 13 locations worldwide in the comprehensive realignment of its IT service management with the aim of making a whole range of processes available across all business areas with one service platform.

The challenge

Consolidate disparate processes onto a single platform that ensures a consistent user experience to improve productivity through workflows and automation.

The solution

By implementing ServiceNow® Incident, Problem & Request Management as well as ServiceNow® Service Portal and Knowledge Management, a user-friendly service portal was set up as a "one-stop shop" for employees. The included agent dashboards with live data allow for better transparency and a reduction in the time needed to resolve critical support problems and incidents. In addition, the knowledge database allows for improved knowledge sharing and thus also shortens resolution times. In addition, the service catalogue was reorganised in the course of the implementation and thus made accessible to automation potentials.

Case

ITSM & ITOM

International airline

Implementation & Rollout of ServiceNow® ITSM & ITOM

The iTSM Group supports an international aviation company based in Germany in the comprehensive realignment of IT Service Management as well as IT Operations Management with the aim of making a whole range of processes available across all business areas with one service platform.

Challenge

The complete package of strategic roadmap, process consulting, tool implementation, process rollout and training support had to be managed, while also moving the customer infrastructure from the on-site data centre to the AWS cloud.

iTSM Group solution

Integrated transformation using the ServiceNow® platform.
Use of ServiceNow® Discovery & Cloud Management
End-to-end approach
Tool and process qualification of the employees with the help of Digital Learnings

Case

IT & ITSM strategy

German energy provider

IT & ITSM strategy for the IT organization of a German energy provider

The iTSM Group supports a local energy supplier in its transformation to a future-oriented IT organization. To this end, the task was to develop a target picture and a roadmap for the medium- and long-term IT transformation.

Challenges

Elaboration of the strategic IT goals based on the corporate vision and mission.
Fit-gap analysis of the maturity of the current IT (SM) processes and organization in relation to the strategic goals
Roadmap for a step-by-step optimization of the organizational structure and processes as well as the main tools to be used
Recommendations at the level of the organization, the processes and the technologies used

ServiceNow® - the foundation of organization-wide service management

Cross-departmental workflows, case-closing with full transparency on a single platform, highly integrative and thus highly automatable, complemented by state of the art self services - this is the core of the ServiceNow® Enterprise Service Management.

In various deployment scenarios, whether in IT or customer service, whether in the legal department, HR or crisis management - the platform offers functionalities that connect people, functions and systems, accelerate innovation, increase agility and boost productivity.

The modular structure and the platform from the cloud make flexible adaptation to the needs of the respective organization possible.