Faster delivery times, closer integration of operations and development, a focus on customer needs - complex challenges for many of our customers.
We support you in the optimal alignment of your organizational structure and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.
To ensure that the IT organization provides the best possible support for the business processes in its company, the perception of customers - internal and external - must be the central driving force. For them, the quality of the overall service offering carries more weight than the individual product. The service offering should be visible and comprehensible, and it should be provided by a service provider who works in partnership, delivers its services quickly and with reproducible quality, and responds flexibly to changing conditions.
As an IT service provider, you are therefore faced with the conflicting demands of effectiveness and efficiency as well as short-term change requests. Often together with the demand to realize this with an agile attitude and agile practices.
The iTSM Group supports its customers in organizing the value streams and practices with proven methodical procedures from IT Service Management. This creates a basis on which different departments can work together in a well-interlocked manner and automation potential can be tapped.
By taking a holistic view of strategy, organizational development, processes and technology, we prepare the path for detailed implementation with alignment to the big picture.
By applying proven analytical and strategic analysis and planning models, you will get a clear view of the big picture: where you currently stand, how you can best align yourself, and what the route to your goal looks like.
Digitally prepared and retrievable service offerings from the perspective of your customers and users create clear mutual service expectations. Service content and scope are easier to define, and you get a better structure in your service landscape.
Together with you, we take your services to the next level with the right tools. Optimized processes help you to improve performance and give your employees more time for the important issues. Appropriate configuration management creates transparency and expanded automation options.
By using the ServiceNow® Platform, we create the technical basis for efficient value streams with you.
Agile service management enables you to have lean, customer-centric processes and supports short iteration cycles of improvement. Under minimal constraints, you empower your organization to respond appropriately to organizational, technical, or other change requirements and support business operations.
We support you in various topics of IT service management, both in business and technical consulting and implementation. Here you will find a selection:
Present your IT services to your customers and improve customer relations and service orientation. With the Service Catalogue, you can also optimize the source-based allocation of costs and revenues and form the basis for a business impact analysis.
To service catalogue management
Trim your processes to meet changing business requirements and free yourself up for further development.
Improve incident management, problem management, change management, and request fulfillment while easing the burden on your operational service management.
As a virtual image of IT, the Configuration Management Database (CMDB) and the associated data form the basis for the optimal functioning of other service areas and organizational models. Whether operational efficiency, value orientation, optimal service catalog, automation, DevOps or agile service management - all depend on a valid database.
Create lean, efficient and comprehensive value streams by identifying and eliminating waste, bridging process and tool gaps and organizational silos. With the value stream analysis, you focus the flow on value creation and prepare the basis for efficient processes, automation, DevOps and continuous integration & continuous deployment, among other things.
Identify the constraints and connections of your ITSM system. How to improve interoperability? What are the required functions? How to the ITSM processes interact? Understanding of your required ITSM Systems and functions helps to create best fit solutions.
Designing the best integrated ITSM solution for your project - nothing less is our goal. Our ServiceNow® architects support you with extensive knowledge and experience on how to integrate what matters to you.
Instead of only working with you on local, technical optimizations in a tool, we prefer to work with a holistic approach. By this we mean a vertical slice through the topics in your organization and how they influence and take into account each other - the dimensions Value Streams & Processes, People & Organization, Technology & Information as well as Partners in the respective levels:
Using a variety of proven methods and process models, we help you to do the right thing and obtain concrete action steps for implementation. We will not leave you alone with the implementation, but will gladly accompany you until the successful operationalization of the jointly set goals.
iTSM Group supported a global manufacturer of fluid & air filtration systems with over 80 locations in realigning its ITSM platform and building a unified IT Operations & Asset Management based on ServiceNow®.
ServiceNow® was already being used as a ticketing tool as part of IT support. Many of the elements used were adapted to user behavior and were scaled back to the manufacturer standard in a first project phase so as not to jeopardize the future scalability of the platform. In parallel, IT operation and asset management was set up, which was integrated into the current processes in the second project phase.
Global Investment Company
The iTSM Group supports a global alternative investment specialist based in Switzerland with almost 700 employees in 13 locations worldwide in the comprehensive realignment of its IT service management with the aim of making a whole range of processes available across all business areas with one service platform.
Consolidate disparate processes onto a single platform that ensures a consistent user experience to improve productivity through workflows and automation.
By implementing ServiceNow® Incident, Problem & Request Management as well as ServiceNow® Service Portal and Knowledge Management, a user-friendly service portal was set up as a "one-stop shop" for employees. The included agent dashboards with live data allow for better transparency and a reduction in the time needed to resolve critical support problems and incidents. In addition, the knowledge database allows for improved knowledge sharing and thus also shortens resolution times. In addition, the service catalogue was reorganised in the course of the implementation and thus made accessible to automation potentials.
The iTSM Group supports an international aviation company based in Germany in the comprehensive realignment of IT Service Management as well as IT Operations Management with the aim of making a whole range of processes available across all business areas with one service platform.
The complete package of strategic roadmap, process consulting, tool implementation, process rollout and training support had to be managed, while also moving the customer infrastructure from the on-site data centre to the AWS cloud.
iTSM Group solution
German energy provider
The iTSM Group supports a local energy supplier in its transformation to a future-oriented IT organization. To this end, the task was to develop a target picture and a roadmap for the medium- and long-term IT transformation.
With our workshop “Agile Service Management & ITIL® 4” we give you the possibility of understanding the most important innovations of ITIL® 4 in a compact overview and to directly discuss their relevance to your individual situation.
With the services in Service Management as a Service (SMaaS) we take care of the daily tasks in the operative IT service management of our customers.
Management Consultant Enterprise Service Management
ITSM Consulting GmbH
Tel.: +49 6135 9334 0
Softpoint Trusted Quality GmbH
Linzer Straße 16e
Tel.: +43 732 794479 0
Trusted Quality Switzerland GmbH
Trusted Quality UK Ltd.
1 Bartholomew Lane,
London, EC2N 2 AX
Our experts for Enterprise Service Management support you in the digitization and networking of the relevant business processes.
With us, you can master your digital services and processes that make work faster and give your company a real competitive edge.