Enterprise Service Management – the platform for future-proof organisations

Navigating regulatory requirements, utilising the cloud with confidence, deploying AI as a game-changer – and rethinking services. From IT and HR to facilities, legal and finance: today, service processes must operate flexibly, seamlessly and in a user-centred manner. Enterprise Service Management (ESM) digitises processes end-to-end, breaks down silos and establishes clear lines of responsibility. AI can be used to speed up decision-making, automate workflows and take service experiences to a whole new level. Materna supports you as a holistic partner – strategically, technologically and operationally.

What is Enterprise Service Management?

Enterprise Service Management (ESM) extends the principles and tools of IT service management far beyond IT – into all areas of an organisation. Whether it’s People & Culture, Facility Management, Finance or Customer Service: modern management and optimisation methods ensure that services are centrally managed, fully digitised and intelligently automated. The combination of a central service platform and AI technologies such as predictive analytics, intelligent ticket allocation and chatbots speeds up processes, eliminates bottlenecks and boosts productivity. Staff are relieved of routine tasks and can focus on value-adding, strategic issues. The result: faster response times, higher service quality and a user experience that delights customers, partners and citizens alike. A central platform connects tools, processes and departments – ensuring smooth workflows and services that are easy to access, transparent and available at all times.

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Is the Service Desk at breaking point? Why AI is making all the difference right now.

With our three tiered consultancy packages, you’ll find the ideal way to get started with an AI-powered service desk – from a quick start-up to a strategic transformation. After all, many service desks are currently operating at full capacity: too many routine enquiries, excessively long waiting times and too little time for complex cases. AI takes the strain off teams, speeds up responses and finally makes the service desk proactive rather than reactive. Take the next step now.

Find out more now

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Strategy and Consultancy – Thinking holistically about ESM, implementing it in a targeted manner

Every successful ESM project begins with a clear, forward-looking strategy. We provide consultancy services across the entire ESM value chain – from IT and non-IT processes, through security and infrastructure issues, to cloud enablement and architectural design. Complemented by monitoring and observability concepts, Apple consulting, change and project management, and the targeted use of AI, we create a robust foundation for service ecosystems that are scalable, resilient and future-proof.

We analyse and optimise business and departmental processes in a holistic manner – regardless of the system used and with a focus on the interplay between all internal processes, external interfaces and stakeholders. From structured workshops and interviews, through in-depth process analyses, to the targeted development and digitalisation of end-to-end processes: we identify opportunities for efficiency gains, foster a culture of continuous improvement and support the selection of appropriate methods and technologies. Whether it’s HR, facilities, finance or customer service – we rethink processes, draw on best practices from a wide range of sectors and make services faster, smarter and more user-friendly.

Our services at a glance

Analysis and optimisation of existing processes – organisation-wide or targeted
Systematic evaluation of potential for improvement
Introduction of methods for continual process improvement
Transformation and digitalisation, e.g. along the employee journey or within customer service

Information security is a key factor in the success of modern service processes. Our security experts advise you on all strategic, organisational and technical aspects of IT and cyber security – from risk analyses and protection strategies to compliance issues. In this way, we work together to lay the foundations for trustworthy, resilient and compliant service architectures.

An overview of our services

Security Monitoring Consulting
ISMS – Implementing sustainable cyber security
Cyber Security GAP Analysis – Closing Strategic and Operational Gaps
Security Compliance Consulting – Addressing external requirements efficiently
Business Continuity Management – Responding correctly in an emergency
Identity and Access Management – Securely Managing Digital Identities

We advise companies on the analysis, planning and optimisation of their IT infrastructures – with a particular focus on private cloud environments. Our aim: high-performance, scalable and secure architectures that remain sustainable and flexible in the long term. Topics covered include IT architecture design, security, scalability, cost optimisation and the migration of on-premises systems to the private cloud. We specialise in modern technologies such as Kubernetes and Infrastructure-as-Code (IaC). Using tools such as Terraform and Ansible, we develop automated, efficient infrastructure solutions that integrate seamlessly into your cloud strategy. Our technology partners in the private cloud sector include, amongst others, Red Hat, SUSE and Google Cloud.

An overview of our services

Cloud migration and integration of cloud and data centre environments
Setting up container platforms with Docker and Kubernetes
Implementation of version control systems and DevOps practices
Consultancy on agile methodologies and cloud/Kubernetes strategies
IT planning, service design and system management
Integration of modern platforms and toolchains
Operational support for cloud and container infrastructures

Our IT strategy and architecture consultancy is aimed at organisations wishing to develop a sustainable, compliant and future-proof IT strategy. We work with you to develop bespoke strategies and architectural concepts – tailored to your individual objectives and business models. In doing so, we rely on tried-and-tested methods and industry-standard reference models such as IT4IT to systematically analyse, further develop or realign your existing IT landscape. Whether it’s a cloud migration strategy, the modernisation of data centres, the implementation of IT compliance measures or support with disaster recovery and contingency planning: we provide strategic guidance and concrete implementation plans.

Our services at a glance

Assessment and structured IT benchmarking
Analysis and comparison with reference architectures (e.g. IT4IT)
Development of bespoke IT strategies and target architectures
Support with IT compliance, contingency planning and cloud transformation

With our observability consultancy services based on the Elastic Stack (ELK: Elasticsearch, Logstash, Kibana), we help businesses and public sector organisations to monitor their IT systems holistically. Through the intelligent analysis of logs, metrics and traces, performance bottlenecks can be identified, faults resolved more quickly and system stability improved in the long term. Our Elastic experts support you through the design, implementation, scaling and optimisation of bespoke observability solutions – whether in the data centre, the private cloud or the public cloud.

Our services at a glance

Tailored customisation of the Elastic Stack and seamless integration into existing environments
Conducting requirements analyses for new monitoring platforms
Development of precisely tailored solution concepts for building your observability infrastructure
Implementation of high-performance Elastic environments in highly available IT landscapes

Materna is a certified Apple Managed Service Provider (MSP) and a strategic partner for the end-to-end implementation, integration and management of Apple technologies. We support businesses and public sector organisations in the secure, efficient and productive use of Apple technologies – across all sectors, from industry and the public sector to financial services providers and hybrid working environments.

Our consultancy combines Apple best practices with strategic expertise to integrate your Apple devices sustainably and efficiently, and to effectively support your digital transformation. Our services include an in-depth analysis of your requirements, the development of bespoke roadmaps, and advice on IT strategy, hybrid working models and digital transformation.

Successful transformation requires more than just new technologies – it needs acceptance, understanding and engagement. With our integrated approach to change, we support your projects from strategic planning right through to operational implementation. Our experts in consultancy, media production and software development devise effective change strategies, engage with relevant stakeholders, formulate key messages and translate these into media formats tailored to the target audience. At the same time, we create learning programmes that empower staff to make effective use of new systems in their day-to-day work. This highlights IT as a driving force and partner for the organisation as a whole.

Our services at a glance

Strategic change consultancy, including stakeholder analysis, target visions and communication strategy
Organisational change management and the implementation of sustainable change strategies
Change communication: from change narratives and campaigns to feedback formats
Media creation: e.g. brand development, strategic visuals, videos, podcasts, websites and promotional materials
Production of innovative learning resources: web-based training courses, animations, explanatory videos, simulations and much more

We support you in the planning, management and implementation of complex projects – efficiently, using sound methodologies and with a clear focus on objectives. Our approach encompasses traditional, agile and hybrid project management based on established frameworks such as PRINCE2, SCRUM, PMI and ITIL. Whether it’s a single project, a programme or multi-project management – we bring structure, pace and transparency to your initiatives.

Our services at a glance

Project leadership and management (Senior/Junior PM, PMO, programme management)
Introduction and application of methodologies such as SCRUM, PRINCE2 and PMI
Facilitation and structuring of workshops and project kick-offs
Management of sub-projects and external service providers
Claims and risk management
Change management and the establishment of a Change Advisory Board (CAB)

Platforms and Implementation

We combine strategic consultancy with in-depth technical expertise in the leading ESM platforms – featuring, amongst other things, AI-powered workflow automation and virtual agents. We implement the technology best suited to your organisation – a solution that has been successfully proven in several hundred ESM projects.

Atlassian

With Atlassian, we create flexible, AI-powered ESM solutions based on Jira Service Management in the cloud – Atlassian is ideal for agile teams and modern service and support organisations.

BMC and BMC Helix

BMC enables high-performance, AI-based service and operations management – particularly well-suited to complex IT landscapes, data centre architectures and enterprise environments.

OpenText

Using the OpenText Service Management Automation X platform, we deliver scalable ESM solutions featuring robust process automation, a user-centred approach and AI support.

ServiceNow

Building on the ServiceNow platform, our subsidiary agineo – an Elite Partner – implements powerful, highly scalable cloud- and AI-based solutions characterised by a high degree of integration and a strong user-centric focus.

A reliable operational partner for modern IT services

Managing complexity, ensuring availability, enabling innovation

Many organisations today face a twofold challenge: their IT must be highly available, flexible and compliant – whilst being operated cost-effectively. Cloud scenarios (whether private, public or hybrid) demand in-depth specialist knowledge; applications require maximum reliability; and IT strategy calls for investments that need to be carefully considered. Added to this are increasing compliance requirements, which often push traditional operational models to their limits.

We take care of it – reliably, scalably and expertly

With our portfolio in the areas of operations and managed services, we provide long-term relief for your IT. Materna operates modern service and application environments – in the cloud, hybrid or on-premises – tailored to your business and security requirements.

Our certified experts bring many years of operational experience to the table and collaborate with leading German data centre operators as well as the major hyperscalers. We offer:

Operation and management of your IT services in private, public and hybrid cloud environments
Bespoke operational models – from traditional to cloud-native
Integrated operational and support services, flexibly tailored to your organisation
Scalable infrastructure concepts that balance performance, costs and compliance
Your added value: a secure, stable operational foundation – as the basis for digital services, innovation and sustainable growth.

We support you on your journey towards providing excellent services

Market leader with experience

Over 25 years’ experience with ESM and more than 1,000 successfully completed projects

Holistic approach

End-to-end consultancy from strategy through to operations – for IT and business departments

Impartial advice

Independent process and organisational consultancy, and tool evaluation

Technological leadership

In-depth expertise in leading AI-focused ESM platforms such as Atlassian, BMC, OpenText and ServiceNow

Excellent implementation

A technologically sophisticated implementation, based on best practice and automation

Secure platforms

Operation in certified environments – from private and public to hybrid cloud

Focus on the service experience

Optimising your internal and external processes to maximise user satisfaction

Industry-wide expertise

Industry, administration or the service sector – we understand your needs

Why Enterprise Service Management is essential for your organisation

Given these benefits, it is clear that ESM is not merely a tool for improving efficiency, but a strategic lever for securing long-term success and growth. Whether you’re just starting out on your personal ESM journey or are in the thick of it, overcoming any hurdles that have arisen: our experts will help you use ESM to your advantage.

Compliance and Security

Centralised and transparent processes support compliance with legal requirements and safety standards, thereby minimising the risk of non-compliance.

Promoting innovation

Automating routine tasks gives staff more time for creative and strategic projects, thereby boosting the organisation’s capacity for innovation.

Cost-effectiveness

Process optimisation and automation can lead to significant savings, as they reduce unnecessary expenditure and ensure resources are used more efficiently.

Customer focus

Services can be tailored more effectively to customers’ needs and expectations, which increases customer satisfaction and loyalty – a benefit that also applies to public authorities and members of the public.

Proactive problem-solving

By using AI-based data analysis (e.g. AI-assisted anomaly detection and predictive maintenance), potential problems can be identified at an early stage and proactive measures taken before they develop into major challenges.

Scalability

The flexible adaptation of service processes makes it easier to keep pace with business growth and changing market requirements – a particular advantage in dynamic sectors.

Improved communication

Better networking and cooperation between departments creates a more coherent and efficient working environment.

Competitive advantage

Companies that adopt this approach are able to respond more quickly to changes in the market and offer a superior service, which enables them to stand out more clearly from the competition.

Digitalisation in Enterprise Service Management – the guide

The digitalisation of processes in Enterprise Service Management is a key driver for improving cost-efficiency, transparency and staff satisfaction. Our white paper explores how organisations can successfully digitalise ESM processes – without being tied to specific tools, but with a clear focus on strategy, methodologies and practical application. It covers both ITSM and non-ITSM processes and provides a holistic overview.

Make the most of this practical knowledge now and read the white paper

Client projects in the field of Enterprise Service Management

Smart Home at BSH – Digital services for a better quality of life

Whether it’s sending recipes straight to the oven, optimising the washing machine’s settings or intelligently monitoring the fridge – BSH Hausgeräte GmbH is creating a new home experience through digital services and connected products.

Together with Materna, BSH continues to develop innovative, sustainable solutions – from strategic platform architecture right through to a user-centred experience. This results in future-proof services that make everyday life simpler, more efficient and more convenient.

Service Management Platform at Mercedes-Benz AG

With the introduction of the XENTRY Support System, Mercedes-Benz is realigning its global after-sales organisation. A centralised service management platform harmonises support processes, increases transparency and lays the foundation for data-driven services, automation and the future use of AI. In collaboration with Materna, a solution has been developed that consistently combines technological modernisation, organisational change and the customer experience.

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Jira Service Management at Hirschvogel

Like many companies, the automotive components manufacturer Hirschvogel faced the challenge of replacing its ageing SAP Solution Manager whilst simultaneously reorganising its IT operations on an international and cloud-based basis. In collaboration with Materna, a modern ITSM solution based on Jira Service Management (JSM) was introduced, combining both existing ITSM processes and the agile demand organisation within a single platform. The result: a future-proof, scalable solution that optimally combines international collaboration, cloud strategy and increased efficiency.