1. Making services and operating processes manageable
We align IT service management with the services actually provided and the requirements of their users. To do this, we consider and design:
- ITSM assessments
- Service organization
- Service catalogs
- Incident, problem, change and request management
- Monitoring & event management
- Configuration, capacity and availability management
2. Effectively control performance and providers
Transparent performance promises and reliable key figures create the basis for objective management of internal and external partners:
- SLA and OLA
- Service Reporting
- KPI and control models
- Provider Governance
- Escalation and review structures
3. Design processes in an understandable and measurable way
From the current process to automation, we develop processes that clarify responsibilities and enable continuous improvement:
- As-is process analysis
- Target processes and BPMN
- Roles and responsibilities
- Process key figures
- Digitalization and automation
4. Consistently digitize administrative services
In public administration, we combine technical specifications, organizational processes and technical implementation to create media-free services:
- Administrative processes
- FIM-based analysis
- Media-free processes
- Connection of professionalism, organization and technical Implementation
Our path to a controllable service model
We bring together analysis, design and anchoring in five comprehensible steps:
- 01
Assess
Capture services, processes, roles, tools and current vulnerabilities.
- 02
Model
Design target processes, interfaces and responsibilities together.
- 03
Measure
Define service levels, key figures and meaningful reporting.
- 04
Enable
Anchor processes in tools, organization and daily collaboration.
- 05
Improve
Check effectiveness and services develop further based on data.
What you get as a result
Not a process manual for the closet, but an applicable model of services, processes, roles, interfaces, key figures and suitable tool support.