To ensure that the advantages and flexibility of service management platforms contribute to the added value in the best possible way, we also support our customers with our expertise in the operation of service management platforms. This pays off for companies for various reasons: Our specialized team keeps your application up to date, is experienced in troubleshooting and creating connections and their further development.
This relieves internal resources, allowing them to focus on their core business and drive innovation. The quality and availability of services are increased and with it customer and user satisfaction. Last but not least, scalability allows flexible cost management and a reduction in time-to-market.
We can thus relieve you of the burden of day-to-day business and support you in updating and expanding your ITSM platforms or work with you to pave the way for the strategic alignment of your application landscape.
The Application Management Services of iTSM Group support platform owners in typical situations in the lifecycle of an (IT) service management platform, such as:
You need a defined framework, SLAs and KPIs to manage service delivery and performance accordingly.
You are looking for automation options and want to make minor changes to the platform without a large project investment.
You do not intend to establish long-term support and operational structures in your own organization, invest time and coordinate.
Implementation projects of ITSM platform solutions that require ad-hoc operational concepts.
The cooperation model between customers and iTSM Group is based on a portal solution as a single point of contact between both parties.
Here, on the one hand, defined users can contact iTSM Group with errors, inquiries and concerns, and on the other hand, the contract contact person can view the current performance and status of individual inquiries.
You can choose from various service modules and thus combine our services according to your specific needs.
Predefined scope, service level agreement and calculation based on a standardized delivery approach
Individualized scope, service level agreement or calculations with customer-specific delivery and team composition
Operation and further development of a service management platform
Our global customers typically required a tailored package of operational support and smaller, complex enhancements to the ServiceNow® platform.
Services of the iTSM Group
Our teams of experts integrate into the customer's existing support chain/landscape. The long-standing relationships with our reference customers allow our team of experts to coordinate and answer complex issues and questions regarding the platform within the customer's organization.
With the existing, comprehensive Pool and ServiceNow® experts, iTSM Group is able to map different requirements (high number of requests vs. complex requests) in a team staffing.
Benefits for the customer
The starting point of a classic AMS relationship is the handling of ServiceNow® related incidents. The iTSM Group supports the customer in achieving and guaranteeing adequate resolution times.
The next level of maturity is usually the support within the scope of "Change Management" (IT). In this context, the expert team provides further development services, which are transferred into productive systems with coordinated test mechanisms within the framework of the customer's internal "Change Management" (IT)
Finally, we support our customers with ad-hoc or cyclical requests such as a release upgrade of the ServiceNow® platform.
As a Managed Service Provider (MSP) of ServiceNow®, with ServiceNow® as a Service we provide a solution for small and medium-sized organisations that want to get started quickly with the digital transformation of their services and processes. We take care of the set-up and configuration of the ServiceNow® environment, map your processes tailored to your individual needs and enable their operation without long-term contractual commitment.
As an Elite Partner of ServiceNow®, the iTSM Group with its subsidiaries in throughout Europe is one of the most distinguished service providers for the Enterprise Service Management Platform of ServiceNow® in Europe.
We support our customers with a holistic approach and according to individual needs - from strategic orientation, implementation and competence transfer to the ongoing operation of the platform.
With our Workshop Operation of ServiceNow® you learn what you need to know about the operation of your ServiceNow® instance in one day. The workshop focuses on planning, implementing and testing upgrades.
The workshop also covers topics such as cloning an instance, working with the Automated Test Framework and helpful resources such as the Known Error Portal.
With our ServiceNow® Workshop Scoped Applications you will learn in one day how to create Scoped Applications with the help of the Guided Application Creator and how to extend them with the ServiceNow Studio.
Thus, the workshop is perfectly suited to further deepen your knowledge from the ServiceNow Fundamentals or if you have already heard about Scoped Applications in another context.
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