Topics

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With our services in the area of Agile & IT Service Management we support our customers in the optimal alignment of the structural and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.

With our Customer Service Management (CSM) services, we help service organizations to work in a customer-centric and efficient way.

With "AI"-based self-services, you enable your customers to interact mobile, efficiently and 24/7, while your service agents have all customer-relevant information available centrally - in every process step, across departments and up-to-date at all times.

With our services in the area of Governance, Risk and Compliance, we help our customers to meet the constantly growing compliance requirements from information security, data protection and risk management with suitable concepts, processes, services and technical solutions. 

In this way, we put our customers in a position to sustainably anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.

In an increasingly data-driven world, the classic methods and tools for handling IT operations are no longer sustainable.

With our IT Operations Management services, we support our customers in modernizing and transforming their IT operations and help them to reach the next level of automation.

With our services for Legal Operations Management, we support corporate legal departments in unleashing the power of automation for legal workflows and mastering the digitalisation of corresponding legal operations - from strategic consulting to implementation and operation.

In our joint venture smartvokat Trusted Quality, we bundle legal management and technical expertise for this purpose.

With our services in the area of Project Portfolio Management (PPM), we support our customers in better aligning their project management with the corporate strategy and in making project work more efficient overall - regardless of whether it is carried out according to classic or agile approaches. 

Services

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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.

Our experienced employees will lead you, detached from rigid theory and individual frameworks, to a modern Enterprise Service Management.

With the combined expertise of experienced consultants and educational professionals, we offer digital learning formats that are tailored to your needs. These include interactive learning experiences, knowledge nuggets and context-specific learning formats.

ServiceNow® as a Service is the ideal product for a quick entry into the digital transformation of small and medium-sized enterprises: We take care of the setup and configuration of your ServiceNow® environment, map your processes there, and enable tailoring to individual needs without long-term contractual commitments.

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.

With our experienced management consultants from the Future Service Enablement division, we develop our own answers to the Enterprise Service Management of the future and help our customers to profitably use the possibilities and advantages of digitization in their own business and service processes.

Trainings

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PRINCE2® (Projects in Controlled Environments) is a process-oriented method for project management that is based on best practices.

In our PRINCE2® training courses, you and your colleagues learn the framework for successful projects and concrete recommendations for action for each project phase. In addition, you can also take an exam and receive your PeopleCert® certificate of the international standard right away. 

ServiceNow® is a provider of cloud-based software-as-a-service (SaaS) for enterprise service management.

In our ServiceNow® training courses, you will gain experience in using the software and learn how to map and optimize your work processes in ServiceNow®. As an authorized training partner of ServiceNow®, we also offer you the official certification.

Our online training courses prepare you digitally, diversely and efficiently for your certification.

In the basic training courses for ITIL®, PRINCE2® and Security Awareness, you will be familiarized with the content with the help of case studies and quizzes and chapter questions - all you need is a computer or tablet with a stable internet connection.

Free Live Webinar
Customer Service Management in ServiceNow®

 

 

To registration

When?

24.03.2021 at 10:00 until
24.03.2021 at 11:00 Clock

Where?

Online Webinar

Take appointment

Learn about Customer Service Management (CSM) in ServiceNow®

Want to learn more about Customer Service Management and Field Service Management or see how the Customer Experience 2021 and beyond can be designed in ServiceNow®? In our free live webinar on 24.03.2020 from 10:00 am to 11:00 am, our experts Tom Flipse and Max Kauer-Henze will give you insights around the topic.

Using a retail use case as an example, the webinar will show what options retailers have in reporting faults, how agents of a service provider can work specifically on cases with the Agent Workspace, and at the same time keep an eye on connections to contracts and planned maintenance. There will also be a look at the mobile functionality that field service agents can take advantage of to make their workday more effective.

The webinar is aimed at service providers in the retail industry. This includes customer care, customer service and innovation managers as well as agents. But retailers will also be shown how they can benefit from interacting with service providers who use ServiceNow®. However, this does not mean that this webinar is exclusive to the people mentioned above: anyone interested in Customer Service Management is welcome to attend.

Go to registration

ServiceNow Customer Service Management Portal

The contents of our Customer Service Management Webinar

Customer Service Experience 2021 and beyond

See what options customers have to report disruptions towards service providers, online store or suppliers.

Information at your Fingertips

Learn how ServiceNow® provides you with all relevant customer data at a glance to deliver proactive customer service.

Work anywhere

Neither field service employees, nor customers, nor managers of a service team are on their laptops around the clock. Learn how you can use the mobile functionalities to get mobile access to your information.

Customer Service Management

With our Customer Service Management (CSM) services, we help service organizations to work in a customer-centered and efficient manner, with the aim of increasing customer loyalty and ensuring optimal services.

 

To Customer Service Management

Our workshops for ServiceNow®:

Customer Service Management

In our Customer Service Management Workshop, you will learn the core elements of Customer Service Management (roles, case handling, supporting platform functionalities) within one day.

The course also prepares participants without prior ServiceNow® knowledge for the handling of cases and shows you how to optimize your customer service from the request to the solution.

ServiceNow® Reporting

The ServiceNow® Reporting workshop is a two-day workshop that enables you to implement your own KPI's for ITSM processes in the form of reports and dashboards in ServiceNow®.

Here we will learn about the out-of-the-box functionality as well as some advanced features of reporting in ServiceNow® and how attractive reports can be customized and created according to your requirements.

ServiceNow® Best Practice Service Portal

During this one-day workshop, you will learn how to create a widget as well as tips and tricks for using the ServiceNow® Service Portal.

The main goal of this workshop is to enable you to create your own widgets. Furthermore, you will learn how the Contextual Search in combination with the Knowledge Base can strengthen the self-service.

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Tom Flipse

VP Capability Management