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.
Our cross-project expertise and maximum transparency in our approach are the basis for a successful and trusting partnership.
Outsourcing service management tasks can pay off for companies for various reasons: Internal resources are relieved and can thus better focus on their core business and drive innovation, the quality and availability of services are increased and thus also customer and user satisfaction. Last but not least, scalability enables flexible cost management and reduces time-to-market.
To ensure that our customers benefit from these advantages, we support them with Service Management as a Service by taking over tasks in (IT) Service Management. Our employees specialized in ITSM processes and applications work as an integral part of your team in the roles required in each case, provide the interfaces to other areas and actively promote your Continual Service Improvement.
In this way we can relieve you in your daily business and support you in the conversion of ITSM platforms, tools and processes or, together with you, pave the way for the strategic alignment of your IT services.
An active relationship with customers and consumers that promotes the ongoing business value of products and services
Fast delivery of new/changed services and products while ensuring high quality and availability
A transparent portfolio of services, products and suppliers, actively managed on the basis of reliable and transparent KPIs, facilitates the maximization of return on investment.
A specialized and scalable team of ITSM experts ensures the timely availability of critical capabilities and functions - helping to reduce the total cost of operation.
In the three modules - Core Services, Transformation Services and Strategic Services - you can choose from a variety of service components with different levels of maturity and put them together according to your specific needs.
Ideally, these services should interface with each other so that you can take full advantage of all the benefits of SMaaS. Interlocking enables fast communication, improves responsiveness, increases quality, and continuously optimizes the collaboration model of each service.
Examples of possible services in the respective modules:
Exemplary content of the services
We determine the specific content of the services you select together based on your requirements. Possible services could be designed as follows:
Relief and flexibility in daily business
Regular creation, quality assurance and provision of defined reports for the respective defined target groups
Quality check of ticket/CI data, data acquisition and follow-up, maintenance and documentation in the CMDB
Regular review & update of the essential process/tool related guidelines, standard operating procedures, FAQs.
Active management and development of process and service capability
Creation and further development of customer-specific reports & dashboards, implementation of requirements/change requests that require process and tool know-how.
Development and implementation of regular training and awareness sessions for process participants for the transfer of knowledge about ITSM processes and tools - both in individual trainings, web-based trainings or training-on-the-job.
Planning and controlling of service and module-spanning sub-projects including the definition of roles, functions and responsibilities.
Increase the business value of the ITSM organization
Assume the role of "Process Manager" for one or more ITSM processes in the customer organization. Representing the process at senior management level.
Assumption of the role of "project manager" for controlling the planning & implementation of improvement measures on process, organization and tool level, responsibility for in-time, in-budget and in-quality delivery of ITSM projects
Planning and implementation of the medium or long-term roadmap for the customer's ITSM system. Execution of business value assessments, preparation & coordination of business cases at senior management level.
Support and further development of operational ITSM processes
Our customer required a complete package of operational process support and process coordination as well as the design and implementation of new operational processes.
Services of the iTSM Grou
Our team of experts provided support in daily business and a variety of specialized tasks. These included in particular the creation and maintenance of process manuals and operational instructions, design and execution of KPI reports as well as (partial) automation of reports and the further development of operational ITSM procedures/processes.
The creation of requirement specifications and user stories as well as the design and execution of quality assurance procedures were also part of the assignment, as was the implementation of training courses to establish the implementation of the processes within the organization.
Benefits for the customer
For operational support and further development of ITSM processes in the AMS area, our customer required extensive support in central release management, problem management and change management
Services of the iTSM Group
Our experts provide support in consulting, implementation and communication of process changes. In particular, they helped with the concept creation and further development of a release management platform, the adaptation of the problem management process and the optimization in the area of communication and handling in change management.
The creation of reports and trend analyses, training concepts and documentation, as well as the provision of newsletters and release notes were also part of the project, as was support in operational knowledge management and special cross-departmental tasks, such as the migration of a new version of the ITSM tool used.
Benefits for the customer:
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®.
In our flyer for the SMaaS service module "Customer Service Reporting" you can learn more about our reporting services in the context of SMaaS