Enterprise Service Management
Aligning data, processes and ITSM platforms
We work closely with you to develop an ESM roadmap that transforms scattered tickets and emails into a manageable service model. We translate your goals into criteria for services, workflows, data, security, operations and budget. The starting point are your end-to-end processes, not the feature lists of individual tools. We evaluate platforms such as ServiceNow, Jira Service Management and other ITSM and ESM solutions in the context of your organisation and architecture. We analyse the transition to a central service portal with regard to effort, risks, dependencies and change impact. We consider the total cost of ownership over three to five years, including licences and operation.
We assess integration capability based on data flows, compliance requirements and operating models. Assumptions remain traceable, options comparable and impacts calculable. The result is a clear decision template with a roadmap, stages, responsibilities and KPIs for time, quality and costs. IT, HR, finance and operations are assigned clear roles in the service chains, while we also consider interfaces and external partners. This results in a robust scorecard, a business case with TCO analysis and a recommendation on how to gradually implement ESM.
Many ESM initiatives start as tool projects. ServiceNow or Jira Service Management are introduced without a clear understanding of which services, data and roles are to be managed with them. The result: expensive licences, half-finished workflows and a coexistence of old and new approaches.
We partner with you to develop an ESM strategy that is based on your service requirements, not on the product catalogue. We translate your goals into criteria for services, processes, data, security, operations and costs. The starting point is end-to-end processes, not the standard configuration of an ITSM tool.
We evaluate ServiceNow, Jira Service Management and other ITSM and ESM platforms in the context of your organisation and architecture. We examine which platform makes which contribution and how existing structures can be transferred to company-wide enterprise service management.
We also evaluate transformation paths – from email and Excel to classic ITSM to ESM – in terms of effort, risks and dependencies. We consider the total cost of ownership over several years, including licences, operating model and integration costs. All assumptions remain transparent, options comparable and consequences calculable. You receive a decision template with an ESM roadmap, milestones and responsibilities, as well as KPIs for time, quality and costs.
The result is a robust scorecard, a business case with TCO scenarios and a clear recommendation for your enterprise service management.
Many service processes grow out of tickets and ad hoc solutions. Responsibilities are unclear, handovers are fragile, and each department works according to its own rules. The result: inconsistent service quality, long turnaround times, shadow processes, and an ITSM that only reflects parts of reality.
We work together with you to develop a service and process design that brings ITSM and ESM together. Service portfolios in IT, HR, finance, facilities, legal and other areas are structured and overlaps are eliminated. Incidents, changes and service requests are turned into clearly defined service chains with measurable goals. We anchor roles, RACI and responsibilities throughout the entire process – from receipt to processing and escalation to improvement. We align SLAs and XLAs with technical requirements. Forms, approvals and standard solutions are standardised without losing the necessary flexibility.
We design the processes so that they can be mapped leanly in ESM platforms such as ServiceNow or Jira Service Management. Clear data points, status models and handovers ensure that automation, reporting and AI support are effective. Together with your teams, we document processes in a way that is understandable and usable, not just audit-proof.
The result: consistent, maintainable service processes that increase transparency and quality, reduce shadow processes and form a solid basis for your enterprise service management.
Many companies underestimate the importance of introducing an ESM platform. ServiceNow, Jira Service Management and other ITSM/ESM tools are set up technically, but not properly aligned in terms of functionality. Workflows remain generic, integrations are patchy and automation is sporadic. The result: low usage and high customisation costs.
We plan and implement your ESM platform in such a way that it truly supports your service organisation. Based on the service and process design, a technical target vision is created: portals, catalogues, workflows, data models and roles. We use standard functions in a targeted manner instead of overloading the solution.
We design integrations with ERP, HR, identity management, monitoring or asset management along concrete data flows. Whether batch, events or APIs are used depends on technical requirements and stability. Our implementation follows the principle of ‘configuration before custom development’. We implement automated approvals, routing, escalations and standard solutions in such a way that operation and further development remain manageable. We consider monitoring, logging and reporting right from the start. We involve service and support teams at an early stage. Roles in the platform, operational responsibility and cooperation with internal and external service providers are clearly defined.
The result: an ESM platform that reliably maps your ITSM and ESM processes, reliably handles integrations and enables step-by-step automation.
Many ITSM and ESM environments collect tickets but provide little insight relevant to control. Data is incomplete, fields are inconsistent, KPIs are chosen at random. Dashboards are rarely used, AI pilots fail due to data quality and context. The result: decisions based on gut feeling and automation without effect.
We structure your ESM database in such a way that it enables control and automation. Together, we define data models for services, tickets, assets, organisational units and roles. Mandatory fields, value ranges and status models are defined in such a way that they make sense from a technical point of view and support reporting and AI use cases. We develop reporting requirements from the perspective of management, service owners and operational teams. This results in dashboards for throughput times, backlogs, escalations, service costs and satisfaction. We use ITSM standards without forcing your company into generic metrics.
For AI readiness, we check what data is actually available, what gaps exist and which ESM use cases are realistic – such as auto-classification, solution proposals, virtual agents or load forecasts based on ServiceNow or Jira Service Management. We integrate ESM data into your reporting and analytics landscape. Governance rules ensure data quality, data protection and authorisations.
The result: an ESM database that creates transparency, makes improvements measurable and systematically prepares your organisation for the use of AI and automation.
New systems rarely fail because of technology – they fail because of a lack of acceptance. Employees do not understand the benefits, training comes too late, managers are uncertain, and shadow processes emerge after go-live. The result: low usage and lost trust.
We work together with you to develop a complete change package that brings people, processes and systems together. The starting point is a clear change story that makes the benefits tangible. Role tasks are precisely defined, and responsibility is anchored in line and project management.
Training courses prepare each target group in a practical manner – using the real system and real cases. A communication plan answers who, what, why and when, addresses objections early on and creates transparency.
Governance ensures speed without loss of control. A change board prioritises according to impact, risk and effort. We set up user-centred concepts, clarify SoD rules and control release processes using tools such as Cloud ALM.
We make acceptance measurable: via KPIs such as usage rates, error rates and time saved. After 30, 60 and 90 days, we review results and close gaps.
You receive role descriptions, training materials, communication packages and a key performance indicator dashboard. We support managers and key users with consultation hours and floor walks.
The result: higher usage, fewer shadow processes and confident control of speed, quality and risks.
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