IT SERVICE MANAGEMENT

We offer you personal and comprehensive support for all your IT needs at eye level


We offer a set of measures and methods to achieve the best possible support of business processes for the IT organization

In the field of IT service management, we deal with the development, provision, administration and improvement of IT services. IT requirements increase with the increasing complexity of business processes.

In doing so, we ensure the optimization of efficiency, process quality and profitability by following good practice approaches, such as from IT, in order to continuously improve quality. The focus here is on availability security, security against attacks and the integrity of processes and data.

challenges

There are many challenges:

 

    Definition, implementation and continuous improvement of IT processesFunctioning technology with interfaces to other servicesUser satisfaction and interface to the userCreation of cost transparency, reduction and savingsComplex, industrial and corporate processes

 

Goals

The aim of IT service management is to create optimal processes using a tool:

 

    Incident ManagementProblem ManagementChange Management Release ManagementKnowledge ManagementService RequestConfiguration ManagementAsset Management

 

methods

We offer you:

 

    Customized solutionsCertified ITIL and CobitMany years of expertiseVendor-independent ITSM toolsBusiness process optimizationInterface optimizationAutomationITSM roles definition and description

 

Individual, standardized and automated business processes

We help and advise you on the implementation of your IT processes according to ITIL. If required, we support you in the selection and implementation of an ITSM tool tailored to your needs.

  • Incident Management

      Create new incidents quickly and automatically, e.g. B. by analyzing received e-mails or messages from monitoring systems. Direct access to information from the knowledge base and increasing the first solution rate KPI Cockpit for a quick overview or use of status information Linking of problem or service request incident models for standard processes

  • Problem Management

      Proactive problem management: avoiding incidents; Identify and solve problems early Easily create new problem tickets from incidents or service requests Support for root cause analysis Direct link to change management Use information from knowledge management and identify workarounds

  • Change Management

      Normal, standard and emergency changes Direct links to Release & Deployment Management use change models for standard processes

  • Request Fulfilment

      Quickly create new service requestsUse information from the service level managementrequest models for standard processes

  • Service Catalogue Managment

      Service catalog to manage and deliver your services Provide a foundation of service level management

  • Service Asset and Configuration Management

      Record all information about used configuration items in your CMDB. Depiction of dependencies between CIs. Model any CIs

  • Knowledge Management

      Reliable information for the service desk throughout the service lifecycle Incidents are avoided because information is proactively provided to customers, e.g. B. through FAQs

  • Event Management

      Integrate external monitoring systems Let events, incidents or other data records be created automatically Let events relate to each other

  • Release and Deployment Management

      Plan and monitor the release and delivery of your changes information directly from the CMDBAutomatic updating of relevant data

  • Availablility Management

      Monitoring the availability of all IT componentsGet reliable information about the current availabilityEffects and cause analysisKeep risks and costs under controlAccess directly information from Service Level Management about contractually agreed availability

  • Service Level Management

      Manage SLAs, OLAs and underpinning contracts, involve external parties in the process Define escalation times for different processes and contracts Monitor and evaluate delivered services Direct linking between service catalog and service contracts

  • Capacity Management

      Monitor current capacities Derive capacity forecastsCapacities to meet and manage business needs at all times

IT Services - Optimizing business processes

methods and processes

Higher productivity

satisfaction

Cost

Are you interested in our services? We are always there for you!

In order to be able to offer you the perfect solution, we need precise information about your requirements. Tell us what you are looking for and you will receive the best possible support.
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