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.
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
Perform day-to-day administrative tasks and provide information on anomalies in current configurations using ServiceNow® best practices
Guidance and advice on technical configuration options and answers to general "How-To" questions about your ITSM platform.
In the case of consulting activities for enterprise architecture management and strategic platform initiatives on a smaller scale.
Our team assesses the implementation quality of processes, solutions and custom applications against market-proven best practices.
Coordination of existing incidents with different suppliers and vendors in different systems. Tracking up to the solution of the Incident.
Provide and review defined metrics and reports in coordination with the customer organization and continuous service improvement
Take advantage and benefit from the latest vendor features integrated into global releases of ServiceNow® by using our "upgrade factory".
For individuals or teams, especially on topics related to the ServiceNow® platform. For global organizations to enable self-service for users.
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.
Our experienced team has the know-how and manpower required to provide you with targeted support - regardless of the tools or technologies used
As an established provider of training in the IT sector, we also ensure the training and further education of your employees with regard to processes and tools
As a consulting company with TISAX certification, we are also able to comply with the highest security standards as a remote service provider.
Our experts and consultants are certified according to a number of standards such as DevOps, CCNA and ITIL®.
ServiceNow® and the iTSM Group - forward-looking partnership
As an Elite Partner of ServiceNow® the iTSM Group with its subsidiaries in Germany, Austria, Switzerland and the Netherlands is the first choice for consulting, implementation and operation of solutions based on ServiceNow.
We support our customers with a holistic approach and according to individual needs - from strategic orientation, implementation and competence transfer to the continuous operation of the platform.
The concentrated know-how of our specialized and certified Solution Architects, consultants and accredited trainers enables companies to optimize their project landscape in terms of performance and thus to sustainably improve the operational added value and innovative strength of their company.