Senior Advice

Our Value Proposition

Mastering the Art of IT Service Management: We collaborate with enterprises spanning various sectors to craft their unique IT Service Management blueprint, one that resonates with the company’s identity and ensures effective implementation while respecting the cultural context. These exceptional creations, though diverse, harmoniously blend individuality with standardization, drawing from premier industry practices, including the incorporation of standard Service Management Platforms. This results in our clients amplifying the value derived from IT Services for the betterment of their businesses and the strategic trajectory of the enterprise. With our extensive proficiency across all dimensions of IT Service Management, we stand as the impartial partner in guiding the transition. This approach also empowers our clients to sidestep the common pitfalls that transcend industry boundaries.

Common pitfalls in IT Service Management
IT Service Management frequently lacks an overarching concept, leading to misalignments. Consequently, processes become sluggish, complex, and inadequate, eroding customer trust and satisfaction in IT systems. Below are a few exemplary instances of recurring issues across different industries.

IT Service Management lacking strategic cohesion
At the heart of strategic planning lies the aspiration to guide a company towards a desired future state. Ideally, this transformation should intricately link to adjustments in the IT Service Portfolio. However, often the Project Portfolio Management (PPM) takes on this role, primarily focused on administrating project releases recommended by various line functions. Superior Service Management incorporates Strategic Portfolio Management (SPM) to establish a connection with strategic objectives. Platforms like ServiceNow provide robust tool support to facilitate this alignment.

Agile methodologies not scaling to company level
Enterprises spanning various sectors adopt agile methodologies to address challenges in IT Service Management. While these methodologies certainly boost customer cooperation and elevate results on a project-by-project basis, they often lack an emphasis on broader strategies. The concept of Agile@Scale has arisen to steer the entire portfolio cohesively, employing e.g. company OKRs. Alternative strategies like “Beyond Budgeting” strive to bridge this gap by offering a comprehensive approach to corporate steering.

Customer interface not demonstrating the appropriate level of professionalism
IT Service Management doesn't exist for its own sake. Its role is to consistently deliver specific business advantages. Frequently established as a peer department to the business function, it often lacks the correct mindset and customer focus akin to that of a skilled service provider. Regardless of whether it operates as a separate service provider, the interface should be effectively supervised by Account Management on IT side and Retained Organization on business side overseeing e.g. Demand Management, Service Quality, Compliance, Financial Steering and Contracting.