Service Management
Service Management – optimising IT processes
MATERNA has been implementing IT Service Management (ITSM) solutions very successfully for many years now. The result is in-depth, cross sector knowledge about process and organisation structures for optimised planning, provision and monitoring of IT services. MATERNA provides a comprehensive range of services in the field of introducing and optimising IT Service Management solutions. Consulting services are provided in the form of workshops, coaching and “Service Excellence” assessments.
When analysing, advising on and implementing ITSM processes and technologies, MATERNA is very successfully oriented towards the tried and tested ITIL® (IT Infrastructure Library®) framework. IT processes can be continuously monitored and optimised with ITIL®. The ISO 20000 norm also enables the IT Service Management to be measured objectively and to be certified according to an internationally valid standard. MATERNA always follows a comprehensive approach for the big picture. When implementing this big picture, best practices are considered throughout the complete service lifecycle as documented in ITIL® V3. In addition to the service lifecycle, “Service Excellence” also addresses continuous improvement processes.
However, standards such as ITIL®, COBIT or ISO 20000 only describe processes on a general or abstract level or illustrate the fundamental criteria which are tested as part of certification. Standards do not give sufficient indication as to how the required structures can best be implemented in a particular organisation. MATERNA provides its customers with this value contribution through its “Service Excellence” consulting method.
Our projects are based on combining the established infrastructure components and applications from our partners with our own solutions. These include the IT Service Management consulting method, ISO 20000 consulting packages as well as best practice procedural modules for process and technology implementation. With more than 500 successfully implemented projects to our name, MATERNA takes up a market leading position in this segment in Europe.
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References (excerpt)
- Baltic Data Center, UAB
Service Desk system automates IT service processes
- E.ON IS GmbH
Standardised Service Desk with scope for differences
- European Chemicals Agency (ECHA)
Service Desk supports information exchange in the chemicals registration process
- FLSmidth A/S
Service Worldwide
- ING-DiBa AG
ING-DiBa with new IT Service Management
- Municipalities in Denmark
Success for Quick Results
- Lufthansa Technik AG
Transparency of processes and incident sources
- Rigshospitalet
Better and more efficient user support with Remedy
- Swedbank
Implementation of Incident, Problem and Change Management
- Vattenfall Europe Information Services GmbH
Virtual Service Desk with uniform, Europe-wide Service Request and Incident Management
