IT Service Management

• Better alignment with business processes:
  ITSM ensures that IT services actively support the organisation’s strategic objectives. Not only from a technical perspective, but also from a business perspective, as they place end users at the centre of their activities.
• Cost control and increased efficiency
  ITSM helps to deploy resources in a targeted manner, avoid unnecessary expenditure and optimise operational processes. This is achieved through transparency and traceability across service and process chains. Coordinated processes that ensure added value for end customers are the key levers for directing resources to where they generate the most value.
• Faster response times to incidents Structured incident and problem management minimises downtime and permanently resolves root causes. Combined with knowledge and request management,
  this creates an operational ecosystem that has a direct impact on user and end-customer satisfaction. IT becomes an enabler of day-to-day work, rather than an obstacle.
• Compliance and risk minimisation Standardised processes and clear documentation
  ensure regulatory requirements are met and risks are reduced. Compliance – particularly in the technical mapping of working practices – supports audit readiness whilst significantly reducing the effort involved in gathering and providing information.
• Scalability and Future-Proofing
  ITSM lays the foundation for growth, innovation and the integration of new technologies. Standardised working methods can be digitised and automated. This creates scope for customer-focused innovations. IT is transforming from a reactive IT provider into an active driving force for business, serving as the perfect foundation for service quality, even in an enterprise context. 

The introduction of IT service management begins with a clear definition of objectives and an analysis of existing IT processes. Building on this, we work with you to develop a bespoke approach that is based on tried-and-tested frameworks but is always tailored specifically to your organisation. During the implementation phase, we ensure transparent structures, clear allocation of roles and practical workflows. Training and organisational change management support the process to ensure your teams are fully engaged. Through continuous monitoring and feedback loops, we ensure that the (new) ITSM processes have a lasting impact and can be flexibly developed further. An integral part of this is also the implementation or optimisation of your ITSM suite. We support you in selecting, configuring and integrating the right tools so that technology and processes work together seamlessly. 

AI agents and assistants ease the burden on ITSM by automating routine tasks such as ticket classification, routing and standard replies, thereby reducing response times. They analyse data, identify patterns and suggest solutions, which reduces the error rate and speeds up processing. At the same time, AI-powered chatbots and self-service portals enhance the user experience, as enquiries are answered directly or forwarded in a context-appropriate manner around the clock. All of this can help to reduce costs and improve service quality. Prerequisite: the ITSM must be robust, the processes – including data flows – must be clear, and the systems involved must be fully integrated with one another. Rely on an ITSM that thinks for itself: proactive services, clear structures and genuine relief, so that you can concentrate on your core business. 

As a consultancy and implementation partner, Materna has been delivering ITSM projects very successfully for many years. We effectively draw on our in-depth, cross-sector knowledge of processes and organisational structures to optimise the planning, delivery and monitoring of IT services. Our key to success? Taking a holistic approach to ITSM, whilst remaining pragmatic in its implementation. Delivering what brings our clients a lasting advantage. Step by step, we take the business, the support team, the technology experts and the IT and EAM architects within the organisation on this journey with us, demonstrating what ITSM is all about: thinking collaboratively in terms of service chains that do not end within one’s own department.  

ISO/IEC 20000 is the international standard for ITSM and sets out requirements for an effective IT service management system. Its aim is to ensure the quality, efficiency and continuous improvement of IT services. In doing so, it is always aligned with business requirements and customer needs. Together with our experts, we pave the way to assist you, if you wish, in achieving this certification: 

• ISO 20000-certified consultants
• Ongoing and personalised support from the start of the project through to successful certification
• Support throughout all phases of the ISO 20000 certification process
• Support with follow-up audits