IT Service Management

IT as a service with smooth, transparent and flexible processes

IT Service Management (ITSM) summarizes processes, practices and activities relating to IT services and support. It is less about technology and more about a plan for designing, providing and managing these services. The focus here is on aligning “IT” with the value creation in your organization. Based on this, efficient ways and processes are outlined to provide (IT) services to customers - internally or externally.

Methodologies - such as the de facto standard ITIL® (Information Technology Infrastructure Library) - have established best practices according to which these services and processes can be organized and optimized. For example, the various ITSM core processes - such as incident or service request management - are described here, as are the basic principles of service orientation, continuous improvement and customer focus.

However, what used to primarily affect IT services is now permeating all areas of the company with the digital transformation. IT service management is therefore at the heart of the digital transformation processes of organizations. Pure IT service management has become service management and the measures and methods from IT service management are now also being used in other areas of the company.

What is IT Service Management

ITSM describes the entirety of measures and processes that serve to efficiently plan, provide and manage IT services so that they support the achievement of business objectives.

Key principles in ITSM

Service orientation: IT should not only provide technology, but real services that enable employees to achieve business goals more easily
Customer focus: The focus is on the customer. All processes are designed to meet the requirements and expectations of consumers.
Continuous improvement: The aim should always be to continuously improve services, processes and quality.
Standardization and automation: Where possible, processes should be standardized and automated. As a rule, this can increase efficiency and minimize errors.
Measurability and control: There is no improvement without measurement. Key performance indicators (KPIs) and metrics are essential for evaluating and sustainably ensuring the success of IT services.
Risk and value orientation: IT should focus on minimizing risks and maximizing the value of services for the company.

ITSM core processes and services

Service Request Management

Recording and processing requests from consumers in a structured manner is regulated in Service Request Management.

Incident Management

In incident management, procedural steps for responding to unplanned events or interruptions are bundled into structured processes with clear responsibilities.

Problem Management

Problem management is used to identify and eliminate the causes of recurring incidents - unlike incident management, it is not about eliminating the immediate fault, but about eliminating the cause in the long term

Service Level Management

Service Level Agreements (SLAs) are intended to ensure that agreed service levels, such as availability and resolution times, are adhered to and monitored.

IT Asset Management

IT Asset Management (ITAM) ensures that your hardware, software and cloud assets can be inventoried, managed and analyzed.

Configuration Management

Management of the central IT database, which contains all essential IT components and their relationships to other systems in order to have transparency and constant control over the IT infrastructure.

Knowledge Management

In knowledge management, procedural steps in the creation, management and use of knowledge and information are organized in order to make them usable in all processes. Knowledge management can also be used to offer self-help to advanced users.

Change Management

Change management provides measures and procedures that organizations can use to implement a company-wide change to their IT landscape in live operations in an orderly manner.

Key roles in the context of ITSM

Service Owner

Responsible for the provision of certain services, including their quality, costs and further development.

Service Desk

The central unit for all user inquiries and faults, which is the link between IT and consumers.

Incident Manager

Monitors, coordinates and ensures the resolution of incidents.

Change Manager

Responsible for the approval and, if necessary, implementation of changes to IT systems.

Common frameworks in ITSM

ITIL®

ITIL® is also regarded as the de facto standard for ITSM. The approach focuses on practices that better align IT services with the requirements of the organization. The latest update of the standard - ITIL® 4 - integrates agile working methods that allow the IT team to work more flexibly.

To ITIL®

DevOps

DevOps, on the other hand, focuses on accelerating working methods in order to provide IT services more quickly. To this end, it sets out practices aimed at improving collaboration between the software development and operations teams.

Tools for IT Service Management

ServiceNow®

With the Now Platform, ServiceNow offers a comprehensive basis for process digitization and automation for the entire organization.

Zu ServiceNow® ITSM

Zendesk

The Zendesk Support Suite is a solution for customer service and IT help desk - with automated workflows, omnichannel support and tools to improve collaboration.

______________

Jira Service Management

Jira Service Management Data Center is an ITSM enterprise solution that also meets high security and compliance requirements.

______________

Trainings for IT Service Management

ITIL® 4 Foundation Online

In our ITIL® 4 Foundation Online Training, you also lay the foundation for training as an ITIL® Managing Professional or Strategic Leader - but in the comfort of your computer.

In 6 modules that build on each other, our training teaches you all the content required by AXELOS (official accreditor of ITIL®) and prepares you perfectly for the official PeopleCert® certification, which you can also take online afterwards.

To ITIL® 4 Foundation Online

ServiceNow® ITSM Fundamentals

Learn about the lifecycles of ITSM processes in ServiceNow® online or on-site in 2 days.

The training provides a comprehensive foundation for the management and optimisation of IT services using the Now platform as well as necessary information on other applications of the platform, such as Configuration and Knowledge Management and the ServiceNow ITSM Professional Suite.

To the ServiceNow® Training

All ITSM training courses and certifications

The ITSM Group as an IT service management consultancy

As one of the highest-profile consulting firms for service management, we have been helping over 750 national and international clients to master their digital services holistically for more than 20 years. With a constant focus on aligning the organization to optimize 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 demonstrable benefits for you.

Instead of working with you to carry out only local, technical optimizations in a tool, we prefer to take a holistic approach. By this we mean the dimensions of Value Streams & Processes, People & Organization, Technology & Information and Partners at the respective levels:

Determine your organization's values and strategy, which provide orientation and concrete options for action
Develop a suitable stakeholder engagement and organizational model
Implement functioning value streams and processes that determine the transition from organizational structure to process organization
Systems, functions and tools to support a smooth flow in the value stream

Using diverse and proven methods and process models, we help you to do the right thing and obtain concrete action steps for implementation. We do not leave you alone with the implementation, but are happy to accompany you through to the successful operationalization of the goals we have set together.

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.

From our specialized products in ITSM

Service Management as a Service

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

To Service Management as a Service

Case

ITSM

Andreas STIHL AG & Co. KG

Implementation of an ITSM roadmap at Andreas STIHL AG & Co. KG

The STIHL Group develops, produces and sells power tools for professional forestry and agriculture as well as for garden and landscape maintenance, the construction industry and private garden owners. The product range is supplemented by digital solutions and services. The products are sold to end users via authorized specialist dealers and STIHL's own online stores, which are to be expanded internationally in the coming years. The STIHL Group's sales network consists of 42 sales and marketing companies, around 120 importers and more than 55,000 independent authorized dealers in over 160 countries. The Group produces in seven countries worldwide: Germany, the USA, Brazil, Switzerland, Austria, China and the Philippines. STIHL has been the world's top-selling chainsaw brand since 1971.

Challenge

Establishment of ITSM as a strategic measure for IT organizational development with the vision to generate measurable value for and with the business as a Global IT
Design of a roadmap for the gradual development of the maturity level of the IT organization by establishing globally effective ITSM practices embedded within a framework for continuous improvement
Design and implementation of an SMO to institutionalize ITSM within the global IT organization
Worldwide onboarding of all IT employees through effective communication and training measures

Download: Customer Success Story (Detail)

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