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

21.11.2019

That's why IT projects in public administration fail

In our observation, an imprecise formulation of project goals, unclear distribution of competences and, in part, insufficient training and skills in the application of project management methods are the most frequent causes for the failure of projects for the digitalisation of public administration. And such failure is not uncommon - according to various studies, only every second project in this area is completed successfully. 

Unclear goals and lack of participation

The lack of precision in the formulation of project goals leads, on the one hand, to a lack of orientation among those involved in the project and, on the other hand, to a dangerous life of its own of sub-projects that lack a common goal and cannot be meaningfully integrated in the end. Rework, delays or even the failure of the entire project are the consequences. 

Unclear or even competing competences are another noticeable problem when different departments or multiple authorities are involved in a project. Constructive cooperation is then often replaced by the pursuit of particular interests, which makes goal-oriented action difficult. In such a constellation, in extreme cases, someone is given decision-making powers, but cannot enforce them across the project. For example, in the federal government's digitisation project, the project management is in the hands of the Ministry of the Interior, which, however, has no right to issue instructions to other ministries and service providers involved. 

Little experience in IT project management

Insufficient experience and knowledge in IT project management and related methods also often lead to considerable problems. For example, project managers are often appointed on the basis of their technical expertise, with elementary skills for managing and controlling projects being given secondary consideration. Such project managers then usually also have little or no experience with project management methodologies such as PRINCE2®, which is therefore inefficient - resulting in cost and schedule overruns. Overall, in the consultants' experience, controlling is also not given adequate importance. Measurable criteria are too often replaced by a vague gut feeling when evaluating partial results or project progress. 

Lack of acceptance by users

But even if a project can be technically implemented within the set cost and time frame, success is not guaranteed. Lack of user acceptance is one of the most common reasons why project goals are not achieved. In such a case, internal project marketing and accompanying change management activities were neglected in order to involve the users from the beginning, to make the path to new technologies transparent to them and also to make their own advantages clear to them. 

"A clear strategic objective, a precise description of benefits and a solid economic calculation are the cornerstones of every successful IT project, also in public administration," comments our Head of Digital Services Advisory Tobias Beckmann. "Competent project management and the use of established project methods also help to avoid undesirable developments and delays. In addition, testing and rollout must be carefully planned and users must be consistently accompanied to ensure a smooth transition into ongoing operations." 

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