IT Service Management (ITSM)

Agile and cost-efficient business processes are a prerequisite for sustainable competitiveness. Coordination between business and IT is therefore essential. Align your ITSM according to your business goals,

• avoid repetitive manual tasks and automate wherever possible,
• create transparency for your business stakeholders,
• focus on service delivery, continuously improving your service experience, and
• ensure that your services are proactive.

The IT infrastructure and operational costs account for about 60% of the total IT expenditure. How can you reduce your IT costs whilst increasing your innovative potential at the same time?

• Free your employees from manual tasks to minimize the risk of error, facilitate work processes and motivate employees.
• Optimize the lifecycle management of your IT assets, identify cost drivers, and consider efficient strategies for procurement.
• Reduce your service desk costs with a self-service portal.

Achieve a real competitive advantage through improved IT service quality — internally and for your customers. To maintain or improve the quality of IT services, the applied solutions must have the right foundation to make gradual optimization easier and more effective.

• The data quality of your CMDB must always be reliable to avoid serious misjudgements in your IT organization.
• Defined IT Service Management processes must always be perfectly mapped on your ITSM platform to avoid a higher error rate and additional expenditure.
• Manual work processes sooner or later lead to errors. This can easily be avoided with automated processes.

Industry guidelines, laws, and voluntary codes lead to compliance requirements for IT. Without Compliance Management, a company risks violating legal regulations, loss of image and, in turn, loss of revenue. Conforming to IT compliance requirements is time-consuming and can lead to high costs. However, with the right planning and appropriate measures, risks can be minimized considerably.

• Scan your business regularly for devices and software. In this way, security gaps are automatically detected and reported.
• Automate all necessary processes, as these can be documented without additional effort. This offers a certain level of audit security and makes internal and external audits far more efficient.

If changes in your IT organization have been badly planned and insufficiently tested and communicated, there is a high risk that new changes will considerably disrupt your business and IT services.

• Minimize the impacts by providing clear information on planning conflicts and risks.
• Improve Change Management through dynamically structured Change Advisory Board Meetings.
• Accelerate the process and adapt the pace to DevOps with automated change approval policies.