Enterprise Service Management - the platform for future-proof organisations

Mastering regulation, using the cloud with confidence, utilising AI as a game changer - and rethinking services. From IT, HR and facilities to legal and finance: today's service processes need to be flexible, seamless and user-centred. Enterprise Service Management (ESM) digitalises processes end-to-end, breaks down silos and creates clear responsibilities. With AI, decisions can be accelerated, workflows automated and service experiences raised to a new level. Materna supports you as a holistic partner - strategically, technologically and operationally.

Enterprise Service Management (ESM) transfers the principles and tools of IT service management far beyond IT - into all areas of an organisation. Whether people & culture, facility management, finance or customer service: modern management and optimisation methods ensure that services are centrally controlled, consistently digitalised and intelligently automated. The combination of a centralised service platform and AI technologies such as predictive analytics, intelligent ticket allocation and chatbots speeds up processes, eliminates bottlenecks and increases productivity. Employees are relieved of routine tasks and can concentrate 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 links tools, processes and departments - for smooth workflows and services that are easy to order, transparent and available at all times.

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Strategy and consulting - holistic ESM thinking, targeted implementation

Every successful ESM project starts with a clear, forward-looking strategy. We advise along the entire ESM value chain - from IT and non-IT processes to security and infrastructure issues to cloud enablement and architecture design. Supplemented by monitoring and observability concepts, Apple Consulting, change and project management and the targeted use of AI, we create a sustainable foundation for service ecosystems that are scalable, resilient and future-proof.

We analyse and optimise business and departmental processes holistically - regardless of the system used and with a view to the interaction of all internal processes, external interfaces and stakeholders. From structured workshops and interviews to in-depth process analyses and the targeted development and digitalisation of end-to-end processes: We identify efficiency potential, promote a culture of continuous improvement and support the selection of suitable methods and technologies. Whether HR, facility, finance or customer service - we rethink processes, utilise best practices from a wide range of industries and make services faster, smarter and more user-friendly.

Our services at a glance

Analysis and optimisation of existing processes - organisation-wide or focused
Systematic evaluation of improvement potential
Introduction of methods for continuous process improvement (continuous improvement)
Transformation and digitalisation, e.g. along the employee journey or customer service

Information security is a key success factor in 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 concepts to compliance issues. Together, we create the conditions for trustworthy, resilient and compliant service architectures.

Our services at a glance

Security monitoring consulting
ISMS - sustainable implementation of cyber security
GAP analysis cyber security - closing strategic and operational gaps
Security compliance consulting - tackling external requirements efficiently
Business Continuity Management - Reacting 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 goal: high-performance, scalable and secure architectures that remain sustainable and flexible in the long term. Topics include IT architecture design, security, scalability, cost optimisation and the migration of on-premises systems to the private cloud. Our focus is on modern technologies such as Kubernetes and Infrastructure-as-Code (IaC). Using tools such as Terraform and Ansible, we develop automated, efficient infrastructure solutions that fit perfectly into your cloud strategy. Our technology partners in the private cloud environment include Red Hat, SUSE and Google Cloud.

Our services at a glance

Migration to the cloud and integration of cloud and data centre environments
Setting up container platforms with Docker and Kubernetes
Introduction of version control systems and DevOps practices
Consultancy on agile methods and cloud/Kubernetes strategies
IT conception, service design and system management
Integration of modern platforms and toolchains
Operational support for cloud and container infrastructures

Our IT strategy and architecture consulting is aimed at organisations that want to make their IT sustainable, compliant and future-proof. We work with you to develop customised strategies and architecture concepts based on your individual goals and business models. In doing so, we rely on proven methods and standard reference models such as IT4IT to systematically analyse, develop or realign your existing IT landscape. Whether you need a cloud migration concept, data centre modernisation, the implementation of IT compliance measures or support with disaster recovery and emergency planning, we provide strategic orientation and concrete implementation plans.

Our services at a glance

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

With our observability consulting based on the Elastic Stack (ELK: Elasticsearch, Logstash, Kibana), we help companies and public authorities to monitor their IT systems holistically. By intelligently analysing logs, metrics and traces, performance bottlenecks can be identified, errors can be rectified more quickly and system stability can be sustainably improved. Our Elastic experts support you in the design, implementation, scaling and optimisation of individual observability solutions - whether in the data centre, private cloud or public cloud.

Our services at a glance

Customised adaptation of the Elastic Stack and seamless integration into existing environments
Conducting requirements analyses for new monitoring platforms
Development of customised solution concepts for setting up your observability infrastructure
Implementation of high-performance Elastic environments in highly available IT landscapes

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

Our consultancy combines Apple best practices with strategic expertise to integrate your Apple devices sustainably and efficiently and effectively support your digital transformation. Our services include the in-depth analysis of your requirements, the development of customised 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 participation. With our integrated change approach, we support your projects from strategic planning through to operational implementation. Our experts in consulting, media production and software development develop effective change strategies, address relevant stakeholders, formulate key messages and translate these into target group-appropriate media formats. At the same time, we create learning opportunities that enable employees to use new systems sensibly in their everyday work. In this way, IT becomes visible as a driver and partner of the overall organisation.

Our services at a glance

Strategic change consulting including stakeholder analysis, target images and communication strategy
Organisational change management and implementation of sustainable change strategies
Change communication: from change stories and campaigns to feedback formats
Media creation: e.g. brand development, strategy visuals, videos, podcasts, websites and advertising material
Production of innovative learning media: web-based training, animations, explanatory films, simulations and much more

We support you in the planning, management and implementation of complex projects - efficiently, methodically sound and goal-orientated. Our approach includes classic, agile and hybrid project management based on established frameworks such as PRINCE2, SCRUM, PMI and ITIL. Whether individual project, programme or multi-project management - we bring structure, speed and transparency to your projects.

Our services at a glance

Project management and control (senior/junior PM, PMO, programme management)
Introduction and application of methods such as SCRUM, PRINCE2 and PMI
Moderation and structuring of workshops and project launches
Management of sub-projects and external service providers
Claim and risk management
Change management and establishment of a Change Advisory Board (CAB)

Atlassian

With Atlassian, we create flexible AI-supported ESM solutions based on Jira Service Management from the cloud - ideal for agile teams and modern service organisations.

BMC and BMC Helix

BMC enables powerful AI-based service and operations management - particularly suitable for complex IT landscapes, data centre architectures and enterprise environments.

OpenText

With the OpenText Service Management Automation X platform, we realise scalable ESM solutions with strong process automation, user orientation and AI support.

ServiceNow

Based on the ServiceNow platform, our subsidiary agineo implements powerful, highly scalable cloud and AI-based ESM solutions with a high level of integration and user-orientation as an elite partner.

Operation and Managed Services - Reliable operating partner for modern IT services

Mastering complexity, ensuring availability, enabling innovation

Many organisations today are faced with a double challenge: their IT must be highly available, flexible and compliant at the same time - and operated economically. Cloud scenarios (whether private, public or hybrid) require in-depth specialist knowledge, applications require maximum reliability and the IT strategy requires investments that need to be carefully considered. In addition, there are increasing compliance requirements that often push traditional operating models to their limits.

We take over - reliably, scalably and confidently

With our portfolio of operations and managed services, we take the strain off your IT in the long term. Materna operates modern service and application landscapes - in the cloud, hybrid or on-premises - tailored to your business and security requirements.

Our certified experts have many years of operational experience and work 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
Customised operating models - from classic to cloud-native
Integrated operating and support services, flexibly tailored to your organisation
Scalable infrastructure concepts that harmonise performance, costs and compliance
Your added value: a secure, stable operating foundation - as the basis for digital services, innovation and sustainable growth.

Market leader with experience

Over 25 years of ESM experience and more than 1,000 successfully implemented projects

Holistic approach

End-to-end consulting from strategy to operation - for IT and specialist departments

Manufacturer-neutral advice

Independent process and organisational consulting as well as tool evaluation with a focus on your needs

Technology leadership

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

Excellent realisation

Technologically sophisticated implementation based on best practices and automation

Secure platforms

Operation in certified environments - from private to public to hybrid cloud

Focus on service experience

Optimisation of your internal and external processes for maximum user satisfaction

Cross-industry expertise

Industry, administration or services - we know your requirements

Compliance and security

Centralised and transparent processes support compliance with legal regulations and safety standards, minimising the risk of violations.

Promotion of innovation

The automation of routine tasks gives employees more time for creative and strategic projects and thus increases the innovative strength of the organisation.

Cost efficiency

Significant savings can be achieved through process optimisation and automation, as unnecessary expenditure is reduced and resources are used more efficiently.

Customer centricity

Services can be tailored more specifically to the needs and expectations of customers, which increases customer satisfaction and loyalty - an advantage that also applies to public authorities and citizens.

Proactive problem solving

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

Scalability

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

Improved communication

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

Competitive advantage

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