We follow a holistic approach when we are going to optimize your Service Management. It is based on a combination of process optimization, role models, and governance. This will be complemented by using ServiceNow that runs the workflows. Especially for SAP Service Management, we offer a pre-configured business solution “SAP KeyUser Pro”  that is based on best practices of many companies. Parts of your internal ServiceNow operations might optionally be moved, for example, to Service Providers or to our ServiceNow Service Center in Barcelona. This might be the setting up of an extended workbench, which takes on subtasks of your ServiceNow operation. Therefore, we provide you with competence that includes support, customizing and the development of new functionalities.

Our approach contains three phases:

Goal setting

During the preparation phase, we are analyzing with your team areas the potential to reduce operational costs through service optimization. As a result, you receive a meaningful business case as well as planning for the next steps. We also include Change Management tasks into our considerations, because this aspect is a critical success factor. On the one hand side, personal aspects of affected employees must be taken into account. On the other hand side, your internal IT processes might be adapted accordingly. 

As an additional service, we might evaluate ServiceNow as the strategic platform for Service Management. It offers the advantage that the configuration of ServiceNow is then customized to your individual needs including the integration of outsourcing services into your landscape. Furthermore, you may renew your Service Management software to a state-of-the-art cloud solution. Especially, it offers the option to integrate your SAP and application support with your infrastructure support structures. This may offer additional cost and optimization potential in the long term.

Transformation and transition

We are setting up a transformation project with you to assure a seamless and frictionless service transformation. The transformation phase includes:

• Project setup
• Change Management for the organization, IT processes and tool integration
• Knowledge Transfer
• ServiceNow customization
• Training
• Solution handover

We accompany you during the whole project phase either supportive or through managing the project fully by one of our experienced project managers including coordination with your internal organization and external partners. The project will be set-up according to your individual needs.

During the transformation phase, all affected operationally relevant processes and interfaces will be established. During the following transition phase, Knowledge transfer will be assured and the services will smoothly be handed over.

Operation

Our employees will closely work together with your staff to also assure an optimal service during ongoing operation. For ongoing operations, we offer dedicated Operations contracts up to the full operation of your ServiceNow environment.

We are happy to give you more information during a personal meeting. Please get in touch with us and we will show you options on how to reduce your operational cost and how to optimize your internal service processes.

 contact

A transformation of services or tasks require a solid preparation for your company. We will accompany you very closely during that phase so that a seamless transfer of services is guaranteed. This may be the introduction of our ServiceNow based Service Management solutions and related adaptions to your service organization or the relocation of services to a Service Provider or our Competence Center. This phase is very special and needs to be customized to your needs.

We support you in setting the targets, for which areas service transitions, outsourcing or outtasking could be useful, followed by a solid business case calculation.

Beside these strategic considerations we are going to plan with you the transformation and transition phase. Besides delivering the technical pre-requisites and the integration of possibly our team into your processes, we pay special attention to your employees. Our approach does not only covering process optimizations but also the necessary change management for your processes and internal organization. During this phase, we assure the required knowledge transfer, too.

When the transformation and transition phase is completed, we assure delivery of services as defined within service level agreement.

 

During implementation of our solutions we can also activate our partner network, so that we are able to react on any request that goes beyond our solution portfolio.

 

 

ServiceNow provides service management for every department in the enterprise including IT, human resources, facilities, field service and more. We use ServiceNow as our strategic platform for our services in case that the implementation of a new Service Management Software is required. Based on the ServiceNow platform, we offer our own Service Management solution for SAP environments.

 

One of the biggest software companies developing ERP software.

 

Experts for everything around SAP Solution Manager with the mission to discover the huge potential of this excellent ALM tool for their customers.

 

STA Consulting Kft. is our development partner for SAP developments. STA consulting was founded 2008 in Budapest, Hungary and has with SAP the state as SAP Application Development Partner.

 

West Trax is an international and independent analyst with focus on objective usage analyses of SAP systems. West Trax has performed more than 1.500 SAP analyses in 15 business areas, has its own KPI scan methodology and a benchmark database. Together with West Trax we offer a 360 degree analysis of your SAP implementation including the Service Management processes and governance.

 

The SAP experts at ridon IT GmbH combine technical know-how with methodological expertise to lead SAP projects to success together with their customers and partners. Ridon’s range of services extends from IT strategy and process consulting, modern software development and holistic ALM consulting to training and coaching.

 

The core competencies of BitHawk lie in the areas of consulting, engineering, and operations of IT infrastructures as well as in IT and enterprise service management solutions. The solution portfolio includes the topics of networks, unified communications and collaboration, unified computing, workplace and public hybrid, and private clouds.