EFS Consulting
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ITSM (IT Service Management) includes the planning, implementation, control of IT services and processes to ensure optimal support of business processes.

IT Service Management

Value and Benefits of IT Service Management

IT Service Management aims to effectively and efficiently deliver IT services to maximize customer value. The implementation of IT Service Management has positive effects on both large and small companies, among others, through the following points:

  • Increase in IT service quality and consequently efficiency
  • Minimisation of risks through standardisation, detection of weaknesses and reduction of incidents and problems
  • Improved collaboration between IT teams and users/customers

Our offering in IT Service Management

  • ITSM Strategy – Developing a comprehensive ITSM strategy in alignment with the company strategy and IT strategy
  • ITSM Implementation – Defining and implementing ITSM processes, planning and managing tool rollouts and migrations
  • ITSM Optimisation – Analysing the existing process landscape, identifying pain points and implementing continuous optimisation opportunities

In our approach, we align with the current version of the ITIL framework (currently Version 4). We always consider the needs of each customer and project setting and adapt the implementation flexibly to meet the specific requirements.

ITSM Strategy

The ITSM strategy provides alignment between IT and business units and therefore enables continuous improvement initiatives based on predefined goals in line with the objectives from the business strategy. This helps the entire organisation to achieve its objectives more effectively. In this sense, the ITSM strategy helps to ensure that the IT department of a company is optimally aligned with the needs of the company and its customers.

To develop an effective ITSM strategy, it is essential to establish principles and guidelines that bring together the ideal mix of people, processes and technologies. The main goal is to enhance the provision of IT services, making them more efficient and effective.

The following components need to be taken into account in this consideration (based on ITIL4):

  • Organisation and people: skills and competence level of the employees
  • Information and technology: IT infrastructure used and information for the management of IT services
  • Partners and Suppliers: coordination of relationships with external partners and suppliers in the ITSM environment
  • Value chain and processes: integration and coordination of individual processes within the organisation

ITSM Implementation

Successful implementation of ITSM processes is crucial for the quality and availability of IT services. It all starts with recording and documenting the requirements of the various business units. Based on these requirements, ITSM processes are developed, which are aligned with the ITIL4 framework and tailored to the individual needs of the organisation and its customers.

Together with our customers, we define ITSM processes that meet the requirements of their organisation and their customers. We pay particular attention to the strengths and weaknesses of your ITSM tool to guarantee the greatest possible efficiency.

EFS Approach – Methodology and Procedure for successful ITSM Rollouts:

  • Identification and analysis of requirements – gather requirements in terms of processes and tools, identify the needs of the organisation, teams and employees
  • Planning and coordination – plan and control the implementation of ITSM processes based on an integrated roadmap for transformation planning
  • Realisation and control – controlling the iterative implementation, tracking progress during the rollout and taking targeted measures to ensure time, budget and quality are met
  • Evaluation and optimisation – regular evaluation and optimisation of ITSM processes after implementation
  • Training and communication – change communication plans, creation of training materials, planning and execution of trainings

ITSM Optimisation

The regular analysis and evaluation of ITSM and the maturity of ITSM processes is fundamental to continuously improve the quality and availability of IT services in an organisation.

Recommendations for action and “low hanging fruits” can be derived from the analysis and evaluation. Ideally, these measures are then implemented in an iterative manner. The goal in this phase is to ensure high quality and availability.

Through extensive analysis and evaluation, well-founded optimisation measures as well as recommendations for action can be derived. The primary goal in this phase is to ensure high quality and availability.

EFS approach – ITSM Optimisation:

  • Generate measurability as a foundation for improvement and prioritisation of actions
  • Establish specific metrics and target values in line with ITSM strategy and continuously track deviation
  • Continuous review and optimisation of workflows to improve processes and risk reduction through error minimisation
  • Empowering employees by providing them with tools to initiate continuous improvement activities on their own

An essential emerging trend in the field of ITSM is to recognize and leverage automation potential. Wherever possible, this potential should be tapped. By reducing manual workloads, employees can be freed up for other value-adding tasks.


Jürgen Leitner, Partner bei EFS Consulting

Jürgen Leitner