The IT organization of EWR AG creates and operates the IT services for EWR AG. The IT services are geared to the needs of customers and users and are continuously improved. The IT customers are the owners of the EEA business processes that use the IT services to optimize and automate their business processes.

Merck KGaA put the ERP application "iScala" into operation as an alternative to large SAP installations for small to medium-sized national companies worldwide. In addition to the technical implementation, a separate IT service management unit was set up for this global service, which is responsible for defining and implementing the necessary operational and service processes in line with requirements. The task of the consultants of ITSM Consulting GmbH was therefore to define, document and implement the incident management process based on an existing key user concept and in coordination with the global stakeholders. 

iTSM Consulting GmbH has extensive experience in the selection, evaluation and use of IT service management products and has broad market knowledge in this area. On behalf of Grünenthal, it supports and guides the tool selection process by moderating the requirements analysis, accompanying the market review and carrying out a potential analysis of selected manufacturers by means of a consolidated catalogue of requirements and a proof-of-concept. 

AirITSystems GmbH in Hanover has commissioned ITSM Consulting GmbH to support them in optimizing their service management. In addition to selecting an IT service management tool, we will support the process introduction of service portfolio and service catalogue management and optimize the existing service processes with regard to the implementation of action-oriented operational and tactical KPI reporting.

The bhn IT organization implemented cost-cutting measures 4 years ago while maintaining service quality. Although the service delivery and the processes still deliver good results, the management has gained the impression that the service capability of the organization has decreased and/or that the service expectations of the customers have increased.

iTSM Consulting GmbH takes over the project as general contractor. The consultants start with an analysis of the current status of the current processes and tools in the area of incident and problem management. Building on this, the optimization potential in the incident management process is identified and elaborated in targeted specification workshops with a core team. 

Due to the increasingly distributed development of the procedures, professional support (2nd and 3rd level) is increasingly necessary across the federal states. In order to ensure smooth operation, uniform and comprehensive ITSM processes are required. The task of the project, which was entrusted to the Hessian Central for Data Processing, was to design and pilot such an incident management process and to provide suitable tool support, which, however, does not influence internal state investments and processes.

Project for the creation and introduction of the IT service management processes Incident Management and Change Management according to ITIL®, especially for public clients in the IT sector. The first part of the project comprises the determination of the maturity level of the existing processes. Based on the results a process optimization takes place.

In the run-up to the tool project, iTSM Consulting GmbH provided support in narrowing down the selection of manufacturers. ITSM Consulting GmbH was responsible for creating the decisive documents (specifications, use cases, etc.) and conducting the management workshops. The next step is to accompany the implementation, testing, evaluation and acceptance of the Proof of Concept (PoC) with the selected tool manufacturer.

In a first step, iTSM Consulting GmbH was commissioned as an experienced IT service management consulting company to carry out an analysis of the organizational structure and processes and to identify fields of action for optimization. A senior management consultant analyzed the organization and presented the results to the management and the employees. The IT management then decided to implement the recommendations for action directly. In order to implement the processes efficiently, the employees of the cheese dairy are trained in ITIL® and ITSM Consulting GmbH accompanies the implementation as moderator, coach and quality assurance officer.

At the beginning of the project a concrete target definition for the introduction of the ITIL® processes in the KSPG was made; it was determined by what a successful ITIL® process introduction should be measured. Furthermore, the question was clarified as to which locations provide a representative reflection of the KSPG Group. An assessment was then carried out with these locations in order to assess how the IT of the respective location is basically structured, to what extent the internal processes have progressed, the control is carried out by external service providers and, in particular, the introduction of which ITIL® processes appears necessary in which order and with what intensity.