Raise your IT service management to a level of excellence – we actively support you from assessment to implementation and training to take your value orientation in service delivery to the next level.
IT Service Management
In IT service management, which covers a wide range of topics, two very different worlds often come together. It is not uncommon for the business areas to speak a different language to the technical teams entrusted with the solution. We bring all corporate worlds together to create a common basis for exchange.
In our view, the objective of IT service management is to set up company-wide and cross-company business processes as efficiently and effectively as possible so that they offer the greatest possible added value for the customer.
While the term efficiency refers to the optimal use of resources as well as lean and agile processes, effectiveness covers the spectrum of quality. The latter is defined by the perception of the customer, who may be an external business partner, an internal process owner or a traditional user.
Our maxim is to view the service value chain (SVC) in a holistic context, which is continuously put to the test in order to meet ever-changing requirements. We use common standards, which we enrich with an extensive pool of playbooks, sample documents and templates. We work pragmatically and with a strong focus on documentation – because only if your project is adequately documented will it stand up to any audit. Whether you want to set up your processes with ServiceNow, Jira, Service Management, SAP Solution Manager or another tool, we have comprehensive tool-agnostic solutions ready for you.
The choice is yours: take advantage of the complete package of our ITSM services or opt for individual subject areas that we can cover for you.
To make it easier for you to get started, we divide the value chain into the typical activities of planning, improving, integrating, designing & transitioning, procuring & setting up and providing & supporting, which we will discuss in more detail below:
Continual Improvement Verbessern
Continuous service improvement is the key to adapting and optimizing your IT services. We are happy to offer a two-day workshop to review your ITSM environment with you and provide you with clear recommendations on how you can become more effective and efficient. Contact us today at SIRIUS Consulting & Training GmbH to learn more about our process consulting and optimization services and how we can help you improve your business results.
A successful service strategy forms the foundation for effective IT service management. We work with you to analyze your business objectives, identify critical IT services and develop tailored strategies for service portfolio management, financial management for IT services and demand management. Our advice enables you to plan resources efficiently, manage demand proactively and gain a clear overview of your IT services.
You can recognize the master by the tool. Once the demand management requirements have been evaluated, the question of selecting and implementing technologies and tools arises. It’s easy to only see the tip of the iceberg here. You need to meet your customer’s requirements, take cost management and compliance requirements into account, consider flexibility and scalability and ensure compatibility with their current IT environment. We help you to consider all facets and give them appropriate attention.
Design & Transition
During the service design phase, we focus on ensuring that your IT services run smoothly. We support you in creating and maintaining your service catalog, defining service level agreements (SLAs) and planning and ensuring the capacity, availability and continuity of your services. Our aim is to design an effective and reliable service infrastructure that meets the requirements of your company.
With a well-structured change management process, we work with you to focus on the service transition and are happy to support you in the successful implementation of changes in your IT operations. Also in the planning and implementation
of releases and deployments, we are happy to support you with our experience in release management and ensure the seamless integration of new or changed IT services through comprehensive service validation and testing.
Demotivated or even frustrated stakeholders can jeopardize service delivery. Targeted involvement establishes clear communication, which leads to a better understanding of expectations. This not only promotes customer satisfaction, but also enables IT services to be better aligned with actual needs and requirements. Through continuous dialog and involvement, a partnership relationship is created that has a positive impact on service quality and relevance.
The effort involved in this activity is often underestimated. Requirements lists or backlogs that are not properly maintained can quickly lead to frustration in long-term projects because your customers do not see any progress in their specific areas. We support you with comprehensive change management to ensure seamless communication with your stakeholders. We are also happy to go beyond this and offer you an all-round carefree package with our Project Management as a Service offer.
Deliver & Support
The activity “Deliver and Support” focuses on the effective execution and support of the services provided. Our service operations consulting focuses on building an efficient and well-structured service operations environment. We support you in defining and implementing clear processes for event management, incident management, request management and problem management. By using proven methods, we create a solid foundation that enables your team or an external service provider to manage these processes effectively and ensure smooth day-to-day operations.
DETAILS OF IT SERVICE MANAGEMENT
Allocate IT resources optimally to the requested service management from the outset and increase transparency with the help of efficient and effective demand management.
The basis for achieving this goal is clean communication between the business area and IT. If the dialogue between the parties is strengthened, customer needs are better identified, documented and moderated on the one hand, while on the other hand only qualified and prioritized requests reach IT, so that processing can be made more effective and resources on all sides are conserved.
By implementing demand management with SIRIUS Consulting & Training, customer problems are addressed as soon as they arise and their solution is initiated immediately. Awareness of the process steps that lead to the fulfillment of a customer request is created and the requirements can be managed accordingly. SIRIUS Consulting & Training supports your organization in introducing and establishing demand management on an international or global level. In addition, thanks to the in-depth knowledge and experience of our consultants, we can map the demand process with the appropriate workflows, automations and attributes in ServiceNow, Jira Service Management, SAP SolMan or another tool. To maximize your success, we always analyze and take into account the specifics and needs of the company context.
The development of the listed competence sets, individual process design, the introduction of demand management and the training of demand managers are a challenge that we can take on for you and successfully complete thanks to our many years of expertise in this area. We are in close contact with you, cooperation and feedback loops are part of our strategy to improve your processes and our value proposition.
Contact us today at SIRIUS Consulting & Training GmbH to learn more about our demand management solutions and how we can help you improve your business results.
From data loss and operational disruption to general rejection of change, the list of risks associated with poorly implemented change management in the area of IT service management is long. If your company is unable to adapt your IT processes, this can at best demotivate your employees and at worst jeopardize your competitiveness.
We at SIRIUS Consulting & Training GmbH are happy to support you during the transformation from start to finish. We are happy to work closely with you to create clear communication about the reasons for the change, work out the benefits for customers and thus reduce the risk of misinterpretation and uncertainty. We support you in regularly informing your customers about the status of the change in a way that is appropriate for the target group in order to increase general transparency and acceptance. To ensure that the new processes or technologies are used to a high standard right from the start, we will be happy to draw up a training concept and support you during implementation.
Whether you want to organize your processes with ServiceNow, Jira Service Management, SAP SolMan or another tool, we offer comprehensive solutions for change management. Our team will work closely with you to ensure that the changes are implemented successfully.
Contact us today at SIRIUS Consulting & Training GmbH to learn more about our change management solutions and how we can help you improve your business results.
Releases get a lot of attention. This makes it all the more important that all phases, from planning and testing to release and implementation, are properly designed, documented and executed so that they can successfully withstand any audit. Otherwise, in addition to missed operational opportunities, data loss or other problems with data integrity, such as incorrect calculations, data inconsistency or even security gaps, can quickly occur.
As experienced consultants in the field of release management, we offer tailor-made strategies to optimize your existing processes and ensure transparent, efficient release cycles. Through comprehensive analysis, we identify potential risks and implement best practices to ensure a smooth implementation. Our training and education concepts strengthen your team’s skills, while we assist in the selection and implementation of release management tools. With clear communication strategies, we minimize uncertainties and ensure seamless integration of new processes. Through continuous monitoring and improvement, we strive to make your release management a strategic success factor.
Whether you want to organize your processes with ServiceNow, Jira Service Management, SAP SolMan or another tool, we offer comprehensive solutions for release management. Our team will work closely with you to ensure that the changes are implemented successfully.
Contact us today at SIRIUS Consulting & Training GmbH to learn more about our release management solutions and how we can help you improve your business results.
If there are disruptions, interruptions or unexpected results in operations, this quickly causes stress for everyone involved. If it is a major incident, incorrect handling can even have serious consequences for your company. Regardless of the size of your company, we support you with our many years of experience and based on established standards, such as ITIL4 or FitSM, to raise your processes to a level of excellence.
With our market expertise, we are also able to compare process quality with standard market KPIs. Especially at a time when many companies are outsourcing their service desk to external service providers, we increase transparency about the current service quality and support you in avoiding a provider lock-in.
Whether you want to organize your processes with ServiceNow, Jira Service Management, SAP SolMan or another tool, we offer comprehensive solutions for incident management, including the development of tailored processes, training and support for employees and the review of existing processes with subsequent recommendations for action. Our team will work closely with you to ensure that the changes are implemented successfully.
Contact us today at SIRIUS Consulting & Training GmbH to learn more about our incident management solutions and how we can help you improve your business results.
Reacting quickly does not necessarily mean acting qualitatively well. We are happy to help you find the perfect balance and build a robust and efficient structure for your company. Whether you want to put existing processes to the test or set up a new monitoring system, we will work with you to define the goals and requirements you have for event management. Tailor-made strategies lay the foundation so that you or a partner can efficiently record, filter, prioritize and analyze events. Jointly defined processes for handling events, establish clear escalation paths and develop response plans for predefined scenarios. With the help of clear documentation and reporting, we create a solid foundation for the future continuous improvement of your event management structure.
Whether ServiceNow, Jira Service Management, SAP Solution Manager or another tool of your preference, the selection and implementation will be based on your specific needs.
Contact us today at SIRIUS Consulting & Training GmbH to learn more about our event management solutions and how we can help you improve your business results:
The dynamics of the internal and external corporate environment are constantly creating new and often complex requirements for IT solutions. The introduction of new systems or changes to processes are necessary in order to meet these requirements. Every change and every implementation increases the risk that processes will no longer mesh properly, leading to general problems in the workflow.
Thanks to our many years of experience and proven frameworks, such as ITIL4 or FitSM, we support you in recognizing potential disruptions in your IT infrastructure at an early stage and implementing sustainable solutions. This increases the possibility of proactive action and strengthens general IT stability, as the number of recurring incidents can be significantly reduced.
Whether you want to organize your processes with ServiceNow, Jira Service Management, SAP SolMan or another tool, we offer comprehensive solutions for problem management, including the development of tailor-made processes, the training and support of employees and the review of existing processes with subsequent recommendations for action. Our team will work closely with you to ensure that the changes are implemented successfully.
Contact us today at SIRIUS Consulting & Training GmbH to learn more about our problem management solutions and how we can help you improve your business results.
Whether a new project is about to start or a new employee has joined your company, if the processing of requests is delayed or there is a lack of transparency about the status, resources are used inefficiently or can even jeopardize the project.
The introduction of clearly defined processes and the use of automation technologies can significantly reduce processing times. We use proven methods to optimize your processes, increase customer satisfaction and ensure that inquiries are processed quickly and effectively.
Whether you want to organize your processes with ServiceNow, Jira Service Management, SAP SolMan or another tool, we offer comprehensive request management solutions, including the development of tailor-made processes, training and support for employees and the review of existing processes with subsequent recommendations for action. Our team will work closely with you to ensure that the changes are implemented successfully.
Contact us today at SIRIUS Consulting & Training GmbH to find out more about our release management solutions and how we can help you improve your business results.
Setting up a service catalog for the first time can take a lot of time. Keeping the catalog up to date or service portfolio management are often neglected. We support you from start to finish, both with precise service catalog management and with comprehensive service portfolio management as part of your IT service management (ITSM).
In the area of service catalog management, we use our expertise to put your catalog to the test or to work with you to create a new one based on your needs. We view your service catalog not just as a list of available IT services, but as a comprehensive tool that provides detailed information on each service. We make sure that further details, such as a precise description of the service, service level agreements (SLAs) or costs, are not neglected. Setting up is one thing, but maintenance in particular will take time. Here, too, we are happy to draw on our experience to ensure that the catalog maintains a clear and up-to-date overview of your service options.
We also offer expertise in service portfolio management. This not only includes the service catalog, but also considers the entire life cycle of IT services. It includes the service catalog with the current services provided, the service pipeline with services under development and the category of deleted services. Service portfolio management ensures that your IT services are in line with business objectives, enable strategic planning and meet constantly changing requirements. We can help you develop and maintain a balanced and effective portfolio of services to create sustainable value for your business.
Contact us today at SIRIUS Consulting & Training GmbH to discuss your options with regard to your service catalog and/or service portfolio.
Inadequate organizational management harbours risks within your IT organization, which at best impair the efficiency and coordination of services because rights and roles have not been clearly defined. If there are compliance violations, the negative effects are much more significant and can even endanger the company.
To counteract the risks, we offer to examine your existing organizational structure and resources in detail. Based on these findings, we work with you to develop a well thought-out and forward-looking design for an improved structure in which roles, responsibilities and processes are clearly defined. After implementation, we focus on quality assurance and control to ensure that the new processes meet the defined standards. This phase also includes clear communication strategies to ensure that all team members are aware of and understand the changes. We are on hand throughout the process to take feedback and make adjustments as requirements change or evolve. Our goal is continuous improvement to make your organization more efficient and adaptable while staying closely aligned with your business goals. The transparency created will improve the efficiency and quality of your services and ensure compliance with all relevant security standards.
Contact us today at SIRIUS Consulting & Training GmbH to discuss your Organizational Management options with us.