This e-book addresses major IT challenges by merging IT Service Management (ITSM) and IT Operations Management (ITOM). It suggests five remedies: consolidating IT on a single platform, rethinking ITSM strategies, leveraging automation for quick issue resolution, focusing on user needs, and providing a unified IT view for optimization. These approaches help reduce costs, increase efficiency, and improve service. Real-world use cases highlight significant benefits like reducing service outages and accelerating problem resolution. Download the e-book now for free and find out more!
IT Service Management (ITSM)
Using state-of-the-art ITSM tools and proven methods, we ensure greater efficiency and performance within your IT environment. We optimize your IT Service Management through improved operational processes and increased productivity.
Talk to an expertIT Service Management expertise and services
As experienced 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 expertise 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 Catalogue Management
Develop and provide a service catalog with precise information on the individual services.
Continuity Management
Ensure that the services and IT infrastructure have sufficient capacity at all times.
Availability Management
Define, analyze, plan and improve the availability of IT 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.
Request Fulfillment Management
Process service orders such as standard changes, requests or information.
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 Software, in Switzerland. Benefit from our many years of extensive experience from numerous successful SaaS and on-premises ITSM implementations.
What our customers say
"The implementation of the ServiceNow platform is part of the long-term digitization 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!"
View customer project
Sven Friedli
CIO - Bell Food Group AG
"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
"The tool has moved us forward as an organization by allowing us to manage our knowledge in a centralized way. Thanks to ServiceNow, our 200 processes now run through in a more standardized way. Our core "support service" processes are also better structured."
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Lukas Hertig
COO - Unico Data AG
"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
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 and Service Management expert
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 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 increases and the additional workload increases.
- 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.
Blog, news, e-books, and events
Find out lots of interesting facts and news about IT Service Management in the FROX Newsroom.
