Our services in the field of IT Management
You too can benefit from the in-depth experience of a full-service provider, so check out the comprehensive MATERNA service packages. More than 350 Service Management, process and technology consultants are ready to help you with your challenges. MATERNA has numerous
- employees with ITIL®-Foundation qualifications
- consultants with the ITIL® Service Manager certificate
- employees who have taken part in comprehensive BMC training programmes
- Remedy Approved Consultants (RAC)
- Hewlett-Packard certified consultants
- IBM certified consultants
- ISO 20000 accredited consultants
Strategy, process and technology consulting services
The starting point for strategic consulting activities from MATERNA is to identify significant turnover areas and cost drivers. Building on this and together with the customer, we work out the most suitable steps to be taken. MATERNA advises on the development of innovative IT Service Management strategies.
Within the framework of the process consulting we analyse and design your IT Service Management processes. Our consulting services include the development and validation of IT strategies as well as working out customer-specific procedures for establishing IT Service Management processes in organisations. We support you with your requests for proposals and with creating the proof of concept. Coaching, project management and Service Excellence assessments round off our consulting service portfolio.
With support from the balanced score card (BSC) method, MATERNA has developed a consulting method to determine key performance indicators and to set up a key performance indicators system. The consulting method takes both the strategic level, which is responsible for controlling effectiveness, into account, as well as the operative level, which is responsible for efficiency. As part of the consulting method MATERNA collects key figures from the fields of IT infrastructure, processes and services, which in turn form the basis for the key performance indicator system. The knowledge gained from the key figures and the key performance indicator system combined with a market comparison (benchmarking) serve to work out the potential for optimisation and thus, in the end, to continuous improvement of the company’s success.
Within the scope of the technology consulting we examine your platform concepts and architectures and evaluate the technologies you are using.
In addition to providing advice on procedural and set-up questions, our consultants work out the requirements for suitable system support and map these onto architecture proposals. In agreement with the customer, MATERNA also checks whether system resources can be virtualised and whether the level of automation can be increased with a view to improving efficiency.
Proceeding in phases
Customers can order consulting services and system solutions independently of each other and as modules, or they can receive packages for individual customer scenarios. In order to be able to master the complex topic of ITSM and to achieve the desired results quickly, it is necessary to have a structured methodological procedure – for consulting as well as for introducing a system. This methodological procedure is based on the extensive experience gained in numerous, successfully implemented IT Service Management projects which MATERNA has brought together in its “Service Excellence” consulting method.
MATERNA accompanies organisations throughout all phases, from the initial strategy definition through to the operative implementation of the strategy. The consulting services can also be used for each phase as required, depending on the phase the customer is currently going through on their way to becoming a proactive service-provider or according to the individual aims of the customer. When supporting a particular phase, MATERNA also investigates how far the necessary prerequisites for carrying out that phase have already been fulfilled.
Implementation services
MATERNA provides solutions for system-side implementation of services and System Management initiatives as well as for Service Automation. The project tasks cover the four phases of solution design, implementation, roll-out and coaching. In the design phase the experts develop the solutions architecture, the specifications as well as the detailed and operational concept. Project management, configuration, customising, integration as well as scripting and programming are all required during the implementation phase. In the subsequent roll-out phase we provide migration support, user and administrator training as well as support. The coaching which accompanies the project also covers technology training and expert support.
Training, maintenance and support
MATERNA offers a full range of training programmes (for example ITIL® accredited trainings, ITIL® simulations and product trainings) for IT Service Management. >> You can find more information about our training programmes here
MATERNA offers various possibilities for supporting the main BMC and IBM product components in the field of Service Management: customers can choose between standard support and extended support (1st and 2nd level support with 7x24 hours). In addition to that, MATERNA provides support for individual tests, training and the provision of information for the above-mentioned product components in the field of Service Management.
In addition to this all DX-Union customers can enter into maintenance contracts and benefit – above and beyond normal maintenance services – quickly and easily, for example, from new product releases.
Over 90 percent of our support customers are very satisfied or satisfied with our support services (support study 2008). The same number of customers appreciates us as a professional and trustworthy IT service provider.
We will be pleased to send you our printed reference booklet. It contains information about numerous projects which we have successfully implemented with our customers. Please send us your contact details to marketing@materna.com or use the contact form.
