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.
Our added value for your Enterprise Service Management
German market leader and full-service provider in enterprise service management from consulting to technologies and implementation to operation
Well over 1,000 successfully implemented customer projects for companies and government agencies in all industries with over 25 years of experience
End-to-end solutions for digitizing all service processes - from IT services to customer services to citizen services
Important areas of application for Enterprise Service Management
Make IT services easy to order
Users want transparent ordering processes and automated provision of IT services - quickly and easily via a self-service ordering portal. At the same time, automation and standardization reduce IT costs and improve IT security. Make your IT easy to order.
How to optimize your customer service management
Digitization is changing customer service for the long term and tying customers more closely to your company. Digital services are personalized and available around the clock. Response times are accelerated. Data analytics, AI and IoT are boosting customer service.
Enterprise Service Management is one of the cornerstones of any company's digitization strategy. In the new ISG Provider Lens™ Report - Enterprise Service Management 2021 - Germany, Materna comes out on top in three quadrants.
The right technology for your enterprise service management
Benefit from our experience from several hundred successfully implemented projects based on BMC technologies.
We take over the agile implementation of your service processes based on ServiceNow technologies from the cloud.
For agile IT with hybrid infrastructure, we offer precisely tailored consulting and implementation services based on Micro Focus.
We offer you a managed service for your IT Service Management solution, covering all manufacturers and regardless of whether the ITSM solution is operated as an on-premise solution in your data centre, in the cloud or as a SaaS solution completely from the cloud, for the platforms BMC Helix, BMC Remedy, ServiceNow, Micro Focus Service Manager and Micro Focus SMAX.
Best Practices: A selection of our references
Strategic Service Management
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.
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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