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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.

With our Customer Service Management (CSM) services, we help service organizations 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. 

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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.

Our experienced employees will lead you, detached from rigid theory and individual frameworks, to a modern Enterprise Service Management.

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.

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.

With our experienced management consultants from the Future Service Enablement division, we develop our own answers to the Enterprise Service Management of the future and help our customers to profitably use the possibilities and advantages of digitization in their own business and service processes.

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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.

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.

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21.11.2019

That's why IT projects in public administration fail

According to the consulting firm iTSM Group, imprecise formulation of project objectives, unclear distribution of competences and, in part, inadequate training and skills in the application of project management methods are the most frequent causes of the failure of IT projects in public administration. And such failure is not uncommon - according to various studies, only every second project in this area is successfully completed. So when the German Federal Audit Office (Bundesrechnungshof) recently massively criticized major delays in the huge digitization project of the Federal Government, this was just the tip of the iceberg. 

According to iTSM, the lack of precision in the formulation of the project objectives leads to a lack of orientation on the part of those involved in the project and on the other hand to a dangerous life of their own in sub-projects that lack a common goal and cannot be meaningfully integrated in the end. The consequences are subsequent improvements, delays or even the failure of the entire project. 

Undefined or even competing competencies are another noticeable problem when different departments or multiple authorities are involved in a project. According to iTSM, constructive cooperation is often replaced by the pursuit of particular interests, which makes it more difficult to act effectively. In such a constellation, in extreme cases someone is given decision-making authority, but cannot enforce decisions across the entire project. In the digitisation project of the German Federal Government, for example, project management lies with the Ministry of the Interior, which has no authority to issue directives to other ministries and service providers involved. 

According to iTSM, even insufficient skills in the application of project management methods often lead to considerable problems. According to the consultants, project managers are often appointed mainly on the basis of their technical expertise, whereby elementary skills for the management and control of projects are not sufficiently taken into account. Such project managers then usually have little or no experience with methodologies for project management like PRINCE2®, which is therefore inefficient - with the result that budgets and deadlines are exceeded. Overall, according to the consultants' experience, controlling is not accorded adequate importance either. Too often, measurable criteria are replaced by a diffuse gut feeling when evaluating partial results or project progress. 

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

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

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