ITSM Outsourcing with SMaaS

Regularly creating, quality-assuring, and distributing defined reports to the respective target groups

Quality checks on ticket/CI data, data collection and follow-up, maintenance, and documentation in the CMDB

Regular review and update of key process- and tool-related guidelines, standard operating procedures, and FAQs

Regularly review your system master data—from support groups to user rights—to ensure a clean, up-to-date database during ongoing operations.

We monitor your OLAs and SLAs, track response and resolution times, and ensure timely escalation.

Handling cross-service and cross-module coordination tasks—from schedule tracking to centralized information storage.

Regular review and update of existing knowledge articles (e.g., for KMDB, known errors, workarounds, how-tos) in coordination with the knowledge owners (contributing units).

Managing customer/user satisfaction surveys, data analysis and quality assurance, reporting; identifying pain points and hot spots (top X).

Content preparation and follow-up for process meetings (e.g., incident rounds, RCA meetings, change PIRs), minute-taking, and administrative meeting organization (room, participants, agenda).

Creation and further development of customized reports and dashboards; implementation of requirements and change requests that require process and tool expertise

Develop and conduct regular training and awareness sessions for process stakeholders to facilitate knowledge transfer regarding ITSM processes and tools—whether through individual training sessions, web-based training, or on-the-job training

Planning and managing subprojects that span multiple services and modules, including defining roles, functions, and responsibilities

Operational and advisory support for the implementation and operation of service portfolio management, customer and contract management, and service and product catalogue, including the tools used for this purpose

Active facilitation of your improvement meetings (incident reviews, RCA, CAB), including follow-up on actions and regular progress reporting

We identify the need for changes to processes or tools from the perspective of various stakeholders, document requirements, and oversee their implementation through testing and acceptance

Taking on cross-service, cross-team, and cross-module tasks (interface function), such as monitoring and coordinating special topics or deadlines; consolidating, quality-assuring, and providing data and information; identifying and implementing opportunities for improvement in processes and automation

Creating new knowledge in collaboration with knowledge owners and making it available in, e.g., the KMDB (e.g., FAQs, user guides, known error descriptions, workarounds, SOPs, change plans/templates, major incident checklists)

Analysis, conception, design/redesign, and implementation of operational processes, including subsequent staff training after implementation

Actively supporting the "promotion" of tools and processes to increase/maintain customer satisfaction with the ITSM process and tool landscape

Assume the role of “Process Manager” for one or more ITSM processes within the client organization. Represent the process at the senior management level

Assume the role of “Project Manager” to oversee the planning and implementation of improvement measures at the process, organizational, and tool levels; be responsible for ensuring that ITSM projects are delivered on time, within budget, and to the required quality standards

Planning and implementing the medium- or long-term roadmap for the client’s ITSM system. Conducting business value assessments, preparing and coordinating business cases at the senior management level.

Temporary or permanent assumption of the product owner role for your ITSM platform or individual modules—including budget and resource planning

Customized assessments to objectively evaluate maturity levels and identify improvement initiatives—on an ad hoc or regular basis