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.

Make your business more responsive and flexible with agile approaches, create more business value for you and your customers and win with a faster time to market.

With our experience in integrated ITSM and DevOps environments, Scrum/Kanban and strategic focus on scaling agile, iTSM Group is the ideal partner for agile practices and organisational transformation. 

With our services in the area of Customer Service Management (CSM), we help service organisations 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. 

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 services in Business Process Management, we support you in setting up, optimising and digitising the processes of your organisation, train and coach your employees for process-oriented thinking and automate individual process steps or entire workflows on the basis of various solutions.

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.

With the iRESC application, we offer crisis teams and emergency managers a tool to overview and solve risks and problems in extraordinary situations.

Our workflow application simplifies the reporting of events and provides your staff with action plans for crisis management: easy to handle and automated in its control.

ServiceNow® as a Service is the ideal product for a quick entry into the digital transformation of small and medium-sized enterprises: We take care of the setup and configuration of your ServiceNow® environment, map your processes there, and enable tailoring to individual needs without long-term contractual commitments.

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.

IT Infrastructure Library (ITIL®) is a globally recognised framework for implementing IT-Service Management.

In our ITIL® training courses for v3 and ITIL® 4 you will learn the processes, organisational structure and tools necessary for operating an IT infrastructure and can become officially certified according to the globally valid standard.

PRINCE2® (Projects in Controlled Environments) is a process-oriented method for project management that is based on best practices.

In our PRINCE2® training courses, you and your colleagues learn the framework for successful projects and concrete recommendations for action for each project phase. In addition, you can also take an exam and receive your PeopleCert® certificate of the international standard right away. 

ServiceNow® is a provider of cloud-based software-as-a-service (SaaS) for enterprise service management.

In our ServiceNow® training courses, you will gain experience in using the software and learn how to map and optimize your work processes in ServiceNow®. As an authorized training partner of ServiceNow®, we also offer you the official certification.

Learn about the possibilities of ITIL®, PRINCE2® and DEVOPS in your company through playful simulations. Experience a fictitious space flight or increase the productivity of a pizza delivery company. In the process, many typical problems encountered in IT organisations become visible.

In our practical workshops, competent trainers support your organisation in integrating theoretical frameworks and software know-how into everyday practice.

Together with you, we develop solutions for the introduction, advise on the concrete design of processes

Our online training courses prepare you digitally, diversely and efficiently for your certification.

In the basic training courses for ITIL®, PRINCE2® and Security Awareness, you will be familiarized with the content with the help of case studies and quizzes and chapter questions - all you need is a computer or tablet with a stable internet connection.

Categories

14.02.2022

Innovations through digitalization in field service

Field Service Management refers to deployment, order and inventory management in the field. It can be increasingly automated through system integration. Transparency and performance of the field service are improved by standardized processes, for example in assignment, knowledge management or route planning.

There is often potential for optimization in sending service technicians to the customer - so that they have the necessary qualifications and know-how to solve problems and the "right" company vehicle with the required (spare) parts - or in scheduling and processing as well as documentation.

From the customer's point of view, the challenges and goals are to minimize the waiting time for the service technician and to ensure that he arrives at the site optimally prepared. Particularly in the case of maintenance work, it is necessary for the technician to have certified know-how, as otherwise manufacturer warranties may be voided as a result.


Process optimization

Integrated, consolidated processes are needed for future field service management. Ideally, management is carried out via a central platform such as ServiceNow®. Instead of individual stand-alone solutions, the software for ERP, HR, CRM and supplier ordering platforms is linked. This ensures deep process integration. Process optimization takes place via the Dispatch Center. It provides an overview of all employees available for an assignment, their activities and available time slots. The latter are stored with shift schedules and vacations; thus, a calendar-based, but also a spontaneous ticket assignment can take place.


Skill management and route planning

Skill management stores the certifications, skills and work priorities of each employee. In this way, know-how can be matched for support tickets. Google Maps is integrated to optimize routes and travel times. GeoLocation enables dynamic route planning using AI and also takes into account the traffic situation with peak times, traffic jams or roadblocks.


Control of the field service

The Dispatch Center makes it possible to better control the field service and to notify the customer immediately if his time slot is delayed or if appointments have to be postponed. Orders that are on the way can be inserted or changed in their sequence in order to reduce travel times. It is also possible to assign teams to specific regions. This improves customer service and makes it possible to map customer or employee relationships in order to schedule the optimal employee from the customer's point of view as well.


Knowledge management

Another feature based on ServiceNow® is knowledge management. It includes the organization of all information required for an assignment by means of an app that makes this information available to the employee on a mobile basis. The technician checks off the work performed, including recurring maintenance, on an activity list. This increases transparency and everything is documented in the event of a complaint. Repair instructions can be accessed on the move or the technician can chat with the back office. On-site access to existing contracts enables employees to determine which services are included and which are billed as additional services.

A good CRM and thus a long-term relationship with the customer are essential. For this reason, service quality must be at a high level. In addition to telephone or e-mail correspondence, it consists to a large extent of the optimum service provided by the field service team on site. Both the company and the customer benefit from optimized field service management.

The iTSM Group offers comprehensive services around Field Service Management, with which you can offer your customers transparent and standardized services on site.

Field Service Management

With our services in Field Service Management, we support you in offering your customers transparent standardised services on site. Efficient planning of assignments has a positive impact on key KPIs and your field service staff can directly access the data or service processes they need.

The iTSM Group in europe

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim

 

Telefon: +49 6135 9334 0
E-Mail: info@itsmgroup.com

iTSM Group Austria

Softpoint Trusted Quality GmbH
Linzer Straße 16e
4221 Steyregg/Linz 

 

Telefon: +43 732 794479 0
E-Mail: kontakt@softpoint.at

iTSM Group Switzerland

Trusted Quality Switzerland GmbH 
Schwyzerstrasse 2a
CH–6422 Steinen

 

Telefon: +41 44 567 61 00
E-Mail: info@trusted-quality.ch

iTSM Group Netherlands

Trusted Quality NL B.V.
Hutteweg 24
7071 BV Ulft

 

Telefon: +49 6135 9334 0
E-Mail: info@itsmgroup.com

iTSM Group Romania

iTSM Trusted Quality S.R.L.
2 Mexic, Bl. 1, Ap. 17, sec. 1,
Bukarest, RO-011756

 

Telefon: +40 (744) 180499
E-Mail: office@trusted-quality.ro

iTSM Group Great Britain

Trusted Quality UK Ltd.
1 Bartholomew Lane,
London, EC2N 2 AX

info@itsmgroup.com

iTSM Group Italy

Trusted Quality Italy S.r.l.
Via Leonardo Da Vinci 12
39100 Bolzano BZ

info@itsmgroup.com