Optimize enterprise service management

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Enterprise Service Management

Make your workflows more efficient and cost-effective company-wide, thereby digitizing service processes.

Optimize enterprise service management

Services are a central element in organizations in all industries. They should be provided quickly and in a user-oriented, digitized and automated manner, while complying with compliance regulations. Enterprise Service Management (ESM) solutions and technologies simplify complex processes and streamline organization-wide processes in all departments. Take advantage of economies of scale and establish a cross-departmental platform for your enterprise service management, with which all areas in your organization work in a uniform manner. We accompany you with process and organizational consulting as well as tool support for the leading providers of enterprise service management platforms.

Was ist Enterprise Service Management?

Enterprise Service Management beschreibt, wie sich ein etabliertes IT-Service-Management-System auf weitere Bereiche in Unternehmen und Behörden anwenden lässt. Die Ziele sind im Wesentlichen vergleichbar: Kosten senken, Effizienz steigern und den Bestellprozess sowie die Bereitstellung von Services beschleunigen. Auch die Kerndisziplinen des IT-Service-Managements sind beim Enterprise Service Management genauso relevant: Konzentration auf den Servicegedanken, Einführung von Steuermechanismen, standardisierte Prozesse, Technologie (Workflow, Automation, KI, Cloud etc.), Self-Services (Chatbot, Knowledge Management) und die Berücksichtigung von Compliance und Informationssicherheit.

Materna Solutions

Professional ITIL and Service Management from Materna

  • Design and planning of service management processes with holistic consideration of the organization, specific requirements and necessary technologies on the basis of the "Service Excellence" consulting method
  • Modular "Service Excellence" consulting method for service management. It is used for the targeted professionalization of IT organizations and is also an ideal accompaniment for the structured preparation of an ISO 20000 certification. "Service Excellence" is based on many years of experience with IT processes, comprehensive technical know-how and numerous own studies and customer surveys.
  • Organizational change management projects
  • ITIL coaching from analysis and design to implementation and operation of your service management solution
  • Evaluation of service management technologies
  • Comprehensive know-how with ITIL disciplines and functions (Service Desk, Incident Management, Problem Management, Change Management, Configuration Management, Configuration Management Database (CMDB), Service Request Management, Service Level Management etc.)
  • Design and implementation of service catalogs
  • Conception and establishment of a functioning service level management including reporting
  • Development of sourcing strategies and support of transition projects
  • Integration and implementation of software and hardware
  • Accredited ITIL training: Materna is accredited by PEOPLECERT as an official ITIL training provider and trains up to ITIL Expert level. The ITIL training courses are aimed, for example, at employees who actively design service management processes in their organization.

ISO 20000

International Norm ISO 20000

The ISO 20000 standard provides a standardized procedure for checking whether an IT organization has successfully implemented the best practices for IT service management defined in ITIL. This internationally recognized standard is a neutral seal of approval and thus a very good proof of quality vis-à-vis the customer or user.

  • ISO 20000 certified consultants
  • Support in all phases of ISO 20000 certification
  • Continuous and individual support from project start to successful certification
  • Support during follow-up audits

ITSM light (FitSM)

FitSM: lightweight standard for ITSM

FitSM is the new European standard for lightweight IT service management, making it an ideal introduction to an IT service management system. It was created according to the design principle "Keep it simple!" and is freely available. This makes FitSM ideal for smaller organizations.

Materna offers the FitSM consulting package especially for IT organizations in small and medium-sized enterprises (SMEs) and municipalities. Here, we apply our process model to introduce an IT service management system in accordance with FitSM in twelve steps. We carry out all twelve steps in the form of consulting services, workshops, coaching, interviews and assessments, and conclude with accompanying documentation.

Tool and Process Implementation

Optimize projects with tool and process implementation

As part of your tool and process rollout, we support you in the introduction of new technologies and tools and the associated changes to your processes. We provide you with procedures for the rollout of the supporting tools. Our procedures include checklists and a structured sample project plan with quality gates.

Our proven, immediately applicable generic procedure model is based on many years of practical experience. It supports the conception and creation of a rollout-ready process and role model as well as the tool. The rollout is simplified and the implementation costs as well as the risks in the project process for effort, budget and schedule are reduced.

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