And Now for Something Completely Different … Service Management

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With service management you can save a lot of time, money and most of all nerves. In addition, you increase the satisfaction of your employees. Since the topic often seems unnecessarily complicated at first glance, I have compiled some information. They are intended to make appetite for the topic, help you and strengthen your judgement. I make no claim to completeness! Please contact me if you would like to know more.

This is Service Management

Service Management (ITSM) refers to all measures and methods that support business processes. ITSM supports the transformation of information technology towards increased customer and service orientation. There are numerous so-called frameworks that describe suitable preconditions for the achievement of objectives. Among the most important are ITIL, ISO 20000, TOGAF, COBIT, Six Sigma, Microsoft Operations Framework, eTOM and FitSM.

Challenges and Solutions in Service Management

With the right software tool, you can easily solve a variety of challenges. The following are three examples:


a. One app for everything

Nobody really wants to apply for a holiday on paper. Or to reserve a car from the fleet by telephone and open a ticket for IT questions at the Service Desk at the same time. The solution is quite simple. Users can initiate all issues end-to-end from a single interface via self-service.


b. Digital cross-departmental service automation

Although many customers have a considerable number of different workflow tools in use, there is often a lack of user-friendliness.  Many processes in the specialist departments are at most partially automated or still manually. As a result, acceptance by the end user drops considerably. There is a danger that the specialist departments will help themselves independently with cloud services. The consequences include licensing problems and an increase in isolated solutions.

Consider not only triggering processes, but also using third-party systems as triggers for workflows. Here’s an example: Your HR department creates a new user in your HR management. The creation of an AD entry, e-mail account or an e-mail to the future supervisor is then fully automatically triggered.


c. Individual service offers

Employees do not want a standard, but services tailored to them. All services should be provided according to roles and needs. And all this at the push of a button. This desire is countered by high costs, time-consuming monitoring and compliance.

How would it be if in-house IT could individualize, store and price all service offerings? And then will complex compliance and service billing processes be fully automated?


With the Right Decision into a Relaxed Future

To ensure that you not only achieve your IT goals, but are also permanently satisfied, you should pay attention to the following when choosing the right tool:


Adaptability: the solution should adapt to your infrastructure and workflows and not vice versa.

Customizability: the solution should offer you the possibility to design the entire user interface according to your wishes. Only a solution that is well received by the users will be used.

Extensibility: it should be possible to implement your own wishes even without the software manufacturer.

Future-proof: the solution must be actively developed further and still be update-proof, so that you also have fun with future extensions.


Last, but not Least

Matrix42 Service Management offers it all. And not only does your IT become a center of innovation, it also significantly reduces the amount of work you do by reducing helpdesk calls by up to 40% and IT support costs by up to 70%. After all, you’re a big step closer to achieving 100% employee satisfaction.

Did you know that Matrix42 is “Leader” in the ISG Provider Lens SIAM-ITSM Germany 2019? You can get a short overview with the executive summary.

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