IT service management consulting
Your IT should work reliably and support people in their work. I help you describe IT services clearly and organise the processes around incidents and changes.
What it is about
In small IT teams, a lot of work arrives “by a quick shout across the office”: incidents, requests, changes. This leads to overload, forgotten enquiries and frustration on both sides.
From my roles as IT Service Owner and Product Owner at Audi AG, I know IT service management from hands-on practice. I adapt proven practices from ITIL so that they also work with just a few people.
Typical situations
- Requests and incidents get lost
- Unclear expectations of IT
- Changes lead to unexpected outages
- External IT service providers need to be managed
- Preparing for audits or certifications
How I work
- Identify servicesWhich IT services does your company use, and who is responsible for them?
- Create a service catalogueServices are described in an understandable way – from the users' perspective.
- Set up core processesIncident, problem, change and request management in a lean form.
- Agree service levelsRealistic expectations of availability and response times.
- Improve continuallyKPIs and regular service reviews.
Methods and tools
What you receive
- Service catalogue
- Documented core ITSM processes
- Roles and responsibilities
- Service level agreements
- Recommendations on tool selection
Place in the 8-Level Model
In the 8-Level Model, IT service management is one of the core capabilities of an EAM organisation and links processes with tools.
Frequently asked questions
What is IT service management?
IT service management is the planning, delivery and control of IT offerings as services that are aligned with the needs of users and of the company.
What is ITIL?
ITIL is the world's best-known collection of best practices for IT service management. The current version, ITIL 4, describes practices such as incident management, change enablement and service level management.
What is the difference between an incident and a problem?
An incident is a single disruption that needs to be resolved quickly. A problem is the cause behind one or more incidents, which is to be eliminated permanently.
Is ITSM worthwhile for small IT departments?
Yes, as long as it stays lean. Even a simple ticketing system, a short service catalogue and clear rules for changes bring noticeable relief.
Let's talk about your plans
In a free, no-obligation initial consultation we clarify where you stand and which path suits you.
- You send me a short note on what it is about.
- We talk for about 30 minutes by phone or video – free of charge.
- You receive a proposal for the modules that suit you.
- peter.hoenig@my-coaching4you.de
- Phone
- 04952 9527002
- Mobile
- 0151 68112505