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IT Service Management (ITSM)
Using state-of-the-art IT Service Management software and proven methods, we ensure greater efficiency and performance within your IT environment. We optimize your ITSM through improved operational processes and increased productivity.
Talk to an expertIT Service Management expertise and services
As Swiss experts in IT Service Management (ITSM), we support IT departments on their way to modern, efficient and cost-effective service operations – from the establishment of an ITSM strategy through careful analysis and consulting to customized development, operation, and support. Our services are based on our many years of project-oriented service management experience in accordance with the ITIL standard by highly trained, certified specialists.
Core ITSM capabilities for efficient, high-performance IT Service Management
Rely on holistic ITSM functions to integrate your IT services seamlessly, resolve issues quickly and increase customer satisfaction.
Service level management
Ensure and manage service level agreements (SLAs) between customers and service providers.
Service catalog management
Develop and provide a service catalog with precise information on the individual services.
Service asset and configuration management
Provide information for IT service-relevant configuration items (CIs).
Release and deployment management
Plan and control how releases are tested and rolled out to a live environment.
Knowledge management
Provide knowledge and information efficiently within the organization.
Change management
Avoid negative effects on IT services by managing changes holistically.
Incident management
Manage incidents across the entire lifecycle and reduce IT service downtime in the long term.
Event management
Continuously monitor CIs and services and categorize events in order to initiate appropriate measures if necessary.
Problem management
Manage all issues — with the aim of preventing incidents and minimizing their impact.
First-class ITSM platforms for your corporate IT
FROX is an official partner and proven expert for the global market leaders in IT Service Management, ServiceNow and BMC Helix, in Switzerland. Benefit from our many years of extensive experience from numerous successful SaaS and on-premises ITSM implementations.
What our customers say
“We opted for ServiceNow to increase the efficiency of our services, implement innovative technology solutions and meet the growing requirements of our users. FROX supported us throughout the entire decision-making and implementation process. Since the implementation of the ServiceNow modules for Incident, Change, Knowledge and Request Management, we have seen considerable success, including the resolution of over 800 tickets per month and increased user interaction. ServiceNow's scalable architecture flexibly adapts to our growing needs and has significantly improved our workflow management. The positive feedback and measurable successes confirm that we are on the right track with this decision. We are convinced that ServiceNow will continue to support us in continuously improving our services and effectively meeting future challenges.”
View customer projectMarco Roth
Head of IT - ERNE Group
“Thanks to the implementation of ServiceNow and the expert support from FROX, we were able to significantly improve our IT onboarding process. Instead of manual Excel spreadsheets, we now use structured, system-supported workflows that save time, reduce errors, and provide full transparency for all parties involved. Even new employees in HR and IT can now easily manage the process. The collaboration with FROX was consistently professional, solution-oriented, and based on mutual respect.”
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Sascha Witzig
Head of IT Services - ERNE Gruppe
“The collaboration with FROX was constructive and effective. Together we succeeded in implementing ServiceNow ITSM at BDO Switzerland in an exciting project. The newly implemented platform offers us additional potential that we would like to exploit in the coming period. Our main focus is on continuously increasing customer satisfaction.”
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Matthias Schnyder
Head of Digital Transformation & Project Management - BDO Switzerland
“With the new version of BMC Remedy ITSM, we are able to process incidents faster and more accurately. By upgrading to BMC Remedy 20.02, we avoid duplicate incidents and make it easier for multiple users to access ITSM data. The support from FROX has been excellent, and we really appreciate the collaboration.”
View customer projectMarcel Viotti
Application Manager - Matterhorn Gotthard Bahn
“The new integration allows us a much simpler and more efficient connection from the service desk to internal development. The implementation and rollout of the project was delivered by FROX on time and within budget and has already led to visible and noticeable improvements in our processes shortly after implementation.”
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Brigitte Stettler
Product Owner Customer Empowerment - die Mobiliar
“FROX supported us professionally in the ServiceNow project with their well-trained software specialists and contributed significantly to the success. The cooperation was very pleasant, and we would choose FROX again as a partner for further projects.”
Alex Kosenkov
Head of Development Department, Product Owner ServiceNow - fenaco Genossenschaft
“The integration solution between Dynatrace and BMC ITSM enables us to automate ticket generation and tracking throughout the solution process. FROX delivered the implementation and rollout on time and on budget, and we are very happy with the implemented solution!”
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Danya Mattersteig
Head of End2End Monitoring Dynatrace - die Mobiliar
“Our IT organization is currently undergoing change. Our goal is to position ourselves as a strong partner for the business and to provide our customers with optimum support in line with their needs. Thus, the requirements for our service partner were high: In the shortest possible time, an efficient business solution had to be implemented in a complex global IT environment for our approximately 700 employees worldwide. The FROX team convinced us with its know-how, high service quality and excellent ServiceNow ITSM solution. We appreciate the professionalism and pleasant cooperation with FROX and look forward to the further development of the new ticketing tool in our group of companies.”
View customer projectHead Corporate ICT - MCH Group
“In cooperation with FROX AG, we were able to comprehensively improve ITSM and significantly accelerate organizational processes. We greatly appreciate the teamwork, the professional exchange and the intensive support of FROX and would like to thank them for their many years of cooperation in a spirit of partnership.”
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Urs Bircher
Product Manager ESM - Swisscom (Schweiz) AG
“FROX AG has been supporting us in the area of BMC Remedy for many years. Due to the many years of cooperation, the employees have excellent know-how about our internal processes and can therefore advise us optimally. We greatly appreciate the professional work, high quality of solutions and collegial cooperation with FROX.”
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Visho Jesudasan
Tribe Chief Enterprise Service Management - Swisscom (Schweiz) AG
“The implementation of the ServiceNow platform is part of the long-term digitalization strategy at the Bell Food Group AG. We are thus creating the foundation for bringing together the various processes, applications, systems, and our employees on a uniform platform. FROX supports us competently and ensures that we stay close to the standard of the ServiceNow platform with the implemented solutions. The collaboration is fun!”
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Sven Friedli
CIO - Bell Food Group AG
Improve the service experience
Create IT services that inspire your employees and customers.
- Automate simple support requests with intelligent ITSM software.
- Provide your employees with a self-service portal for self-help.
- Personalize your IT services — tailor-made for each employee.
Increase the productivity of IT services
Focus on IT services that get you to your goal quickly and efficiently.
- Eliminate information silos in your company so that teams can work together productively.
- Free your employees from routine requests and automate support requests with new technologies such as Machine Learning (ML).
- Provide proactive IT services — with real-time data and the right dashboards.
Save IT costs
Identify the cost drivers of your IT services and reduce investments in the long term without losing your innovative strength.
- Eliminate manual work steps wherever possible. This saves time and reduces errors.
- Consolidate your IT services and avoid duplication and inefficient tools.
- A methodical integration of your ITSM from the outset is easy on your nerves and your budget.
- Eliminate isolated solutions and think across disciplines and departments.
Do you have questions about IT Service Management?
Do you need more information about ITSM or are you looking for a modern, scalable ITSM solution that fits your company's needs? Our ITSM specialists will be happy to help you and advise you free of charge and without obligation — contact us now!
Talk to an expert
Franz Klingler
Senior Account Executive
ITSM best practices for your company
IT Service Management combines separately managed IT processes and components and brings them together in a uniform and clearly structured way. IT services are also aligned with the company's objectives. For these reasons, ITSM is indispensable for future-oriented companies:
IT business alignment
Agile and cost-efficient business processes are the prerequisite for sustainable competitiveness. To achieve this, coordination between business and IT is absolutely essential. Make sure that your ITSM is aligned with your business objectives.
- Avoid manual, repetitive work steps and automate as much as possible.
- Create transparency for your business stakeholders.
- Focus on service delivery and the continuous improvement of your service experience.
- Ensure that your services are proactive.
Reduce IT costs
IT infrastructure and operational costs account for around 60% of total IT expenditure. How can you reduce your IT costs and boost innovation at the same time?
- Free your employees from manual tasks. This reduces errors, speeds up work and motivates your employees.
- Optimize the lifecycle management of your IT assets, identify cost drivers and consider efficient strategies for your procurement.
- Reduce your service desk costs with a self-service portal.
Increase IT service quality
Achieve a real competitive advantage through improved IT service quality — internally and for your customers. In order to maintain or improve the quality of IT services, the foundation of the solutions used must first be right. If this is the case, step-by-step optimization becomes easier and more effective.
- Ensure that the data quality of your Configuration Management Database (CMDB) is always reliable. This will help you avoid serious misjudgments in your IT organization.
- Defined IT Service Management processes must always be perfectly mapped in your ITSM platform. Otherwise, the error rate and the additional workload increase.
- Manual work sooner or later leads to errors. You can easily avoid this with automated processes.
Ensure compliance
Industry guidelines, laws and voluntary codes lead to compliance requirements for IT. Without compliance management, a company risks violating legal requirements, damage to its image and the associated loss of revenue. Maintaining IT compliance is time-consuming and can lead to high costs. However, with the right planning and appropriate measures, risks can be significantly minimized.
- Scan your company regularly for devices and software. This will automatically detect and report security vulnerabilities.
- Automate all necessary processes, as these can be documented without additional effort. This offers a certain degree of audit security, and internal and external audits can also be organized much more efficiently.
Reduce the risk related to changes
If changes in your IT organization are poorly planned, tested and communicated, there is a high risk that new changes will cause a significant disruption to your business and IT services.
- Minimize the impact by providing clear information on planning conflicts and risks.
- Improve change management through dynamic Change Advisory Board meetings.
- Accelerate the process and adapt the pace to DevOps with automated change approval policies.
Frequently asked questions:
When it comes to ITSM, what are the top tools?
The leading ITSM tools are regularly evaluated by renowned research companies such as Gartner and Forrester. The analyses are based on criteria such as functionality, innovative strength, user-friendliness, market presence and customer satisfaction.
For many years, ServiceNow and BMC Helix have been among the top solutions in the ITSM sector.
ServiceNow is particularly suitable for companies looking for a future-proof, centralised platform with high integration capability and a strong focus on digital transformation.
BMC Helix is ideal for large companies with complex IT infrastructures that value flexibility, data sovereignty and in-depth configurability.
For many years, ServiceNow and BMC Helix have been among the top solutions in the ITSM sector.
ServiceNow is particularly suitable for companies looking for a future-proof, centralised platform with high integration capability and a strong focus on digital transformation.
BMC Helix is ideal for large companies with complex IT infrastructures that value flexibility, data sovereignty and in-depth configurability.
How does the implementation of ServiceNow ITSM work?
The integration of an ITSM tool at FROX follows a clearly structured process that is divided into several consecutive phases:
1. Analysis of the current situation
2. Requirements analysis (the sequence and scope of ITSM processes depend on the individual needs of a company)
3. Platform and process configuration based on best practices
4. Quality assurance and test management
5. User training
6. Go live with early life support
7. Continuous optimisation and expansion of process and platform functionalities
1. Analysis of the current situation
2. Requirements analysis (the sequence and scope of ITSM processes depend on the individual needs of a company)
3. Platform and process configuration based on best practices
4. Quality assurance and test management
5. User training
6. Go live with early life support
7. Continuous optimisation and expansion of process and platform functionalities
Which systems are typically connected to an ITSM system?
ITSM systems act as central platforms and are therefore usually connected to a variety of tools and systems within the IT infrastructure. These include, among others:
• Active Directory
• Email & messaging
• MS Teams integration
• Identity & access management
• Monitoring & event management
• ITOM (if required)
• HR systems
• Telecommunications & CTI systems
• Translation service providers
• Active Directory
• Email & messaging
• MS Teams integration
• Identity & access management
• Monitoring & event management
• ITOM (if required)
• HR systems
• Telecommunications & CTI systems
• Translation service providers
What role does Artificial Intelligence play in IT Service Management?
AI is used in IT service management to make service processes more efficient, faster and more user-friendly. It automates routine tasks, recognises patterns in data and supports service teams with intelligent recommendations.
An example is Now Assist for ITSM from ServiceNow. The solution uses generative AI and machine learning to optimise processes, e.g.:
• Automatic ticket categorisation and assignment
• Suggestions for solutions based on similar cases
• Intelligent text suggestions for comments and tickets
• Recommendations for escalation avoidance and prioritisation
The result: reduced workload for the service desk, faster response times and higher user satisfaction.
An example is Now Assist for ITSM from ServiceNow. The solution uses generative AI and machine learning to optimise processes, e.g.:
• Automatic ticket categorisation and assignment
• Suggestions for solutions based on similar cases
• Intelligent text suggestions for comments and tickets
• Recommendations for escalation avoidance and prioritisation
The result: reduced workload for the service desk, faster response times and higher user satisfaction.
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Blog, news, e-books, and events
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