ServiceNow® Consulting

ServiceNow® Consulting - from acquisition to deployment

As an Elite Partner of ServiceNow®, the iTSM Group with its subsidiaries in Germany, Austria, Switzerland, the Netherlands and Romania is one of the most distinguished consulting firms for the Enterprise Service Management Platform of ServiceNow® in Europe.

We support our customers with a holistic approach on different levels: We offer strategic consulting at management, process and service level, develop the platform with our certified team of developers according to the requirements of your organisation and then ensure reliable operation.

The goal is efficient digitalised workflows that effectively link people from their organisations across departmental boundaries, processes and projects that are transparently mapped on a single platform, integrative and automatable, complemented by state-of-the-art self-services.

Case Study ServiceNow®

Implementation of ServiceNow® ITSM and GRC

Investitionsbank des Landes Brandenburgs (ILB)

Implementation of ServiceNow® ITSM and GRC at ILB

The primary goal of the project was to create a holistic, secure, and efficient digitalization platform for enterprise service management while further developing and optimizing the bank’s internal service organization. This initiative aimed to be based on ITIL best practices, integrated into existing administrative processes and applications.

Challenges

Increase in user satisfaction in IT service support
Standardized and qualified recording, processing, and traceable documentation of service requests and their handling
Improvement of availability and response times of IT support staff
Migration of the old ITSM application based on Lotus Notes Domino
Increase in the level of automation and reduction of media disruptions
Establishment of the foundations (tools and processes) to meet the regulatory requirements of the German BaFin authority

Products

ServiceNow® ITSM
ServiceNow® ITOM
ServiceNow® SPM
ServiceNow® IRM

Beneftis

Increased effectiveness and efficiency of core ITSM processes through streamlining, standardization, automation and training
Improved compliance with regulatory requirements through increased transparency and traceability of business transactions and data
Transformation of the customer from a technology- and silo-oriented organization to a service-oriented and customer-focused organization

The story in detail

Case Study

Digitalization of HR service provisioning

DAX-30 Company - Building a Global HR Service Delivery Organization

Challenges

Support in optimizing global HR service delivery processes
Provision of a global solution for HR services and knowledge management, including employee self-service, taking into account local configurations for regions and countries.
Optimization of transaction time, increase of transparency and reduction of manual effort for received e-mails.

Advantages

Fast time-to-value due to agile implementation approach
Core service management processes (Incident, Problem, Change, Config, Service Portal, Request Mgmt incl. Service charging) integrated on ServiceNow
ServiceNow time booking integrated with customer‘s ERP system
Managed Service / Application Management and Support for ServiceNow by iTSM Group

Our solutions

Agile development strategy with monthly release cycle for new enhancements using the ServiceNow Automated Test Framework.
Creation of a blueprint for international rollouts.
Implementation and rollout of HR processes based on the HR Service Delivery application from ServiceNow.

1 project manager and 1 solution architect in combination with 3 technical consultants

Case Study

cost transparency

with IT financial management on ServiceNow

Schweizer Spitalgesellschaft

~3,500 employees, 444 million CHF in turnover

Challenges

Implementation of a multi-level business service structure with top-down relationship rules
Integration of a budget and accounting system with different multi-level approvals
Allocate costs for products, services, and labor based on service structures in the CMDB to provide greater visibility into the business value generated.

Benefits

Overview of costs and budget for each service and each project
Total calculation of costs
Integration of time recording
Future extensibility to PPM application

Our solutions

Leverage the ServiceNow platform and existing IT Service Management implementations
CMDB used to set up the multi-tiered Business Service Tree.
Design and implementation of an individual, flexible budgeting and invoicing process related to services and projects.
Design and implementation of a simple time tracking application with integration into a third-party solution.

Team: 1 solution architect in combination with 4 technical consultants

Case Study

Optimization of strategic supplier management

mit Vendor Performance Management auf ServiceNow

Multinational company that designs and manufactures shoes and clothing.

~60,000 employees, more than 21 billion dollars turnover

Challenges

Establish a central overview and management of KPIs for vendors, including soft and hard metrics.
Enables easy comparison between KPI results from multiple vendors.

Benefits

Simple on-the-fly comparison between two providers
Consistent visualization of KPI results within supplier, contract and engagement forms
Dynamic visualization for adaptation to the various KPI areas
Reusable surveys

Our solutions

Development of a solution for strategic supplier evaluations based on the platform capabilities of ServiceNows.
Established reporting and dashboard for supplier comparisons as a basis for strategic decisions

Team: 1 solution architect in combination with 2 technical consultants

Service Process Optimization

Our experts analyze your service processes with you using a method and identify bottlenecks, limitations and non-value-adding activities.

On this basis, we optimize in a targeted manner, streamline and accelerate the relevant processes and identify additional potential for digitalization and automation.

To process consulting

ServiceNow® trainings

As an accredited training house, we train your employees in the use of ServiceNow® as well as common methods and standards in IT service management and project management.

Whether practical workshops, classroom training or digital learning formats - we provide targeted training right up to certification.

To ServiceNow® trainings

ServiceNow® Implementation

Our large number of certified developers, architects and consultants are the right team for the implementation of your ServiceNow® platform or the integration of the modules and functions relevant to you.

We use our proven iTSM project process model to deliver our services efficiently, with high quality and transparency.

To ServiceNow® Implementation

ServiceNow®
Consulting

Using the Now Platform profitably for your organization - with iTSM Group