Services

ITSM STRATEGY & CONSULTING

We analyse your IT organisation using proven maturity models, identify structural weaknesses and develop a pragmatic ITSM roadmap – tailored to your company size, industry and existing IT landscape. No generic framework bingo, just real change.

01Maturity AssessmentEvaluation of all ITSM processes based on ITIL 4 and individual organisational requirements.
02Gap Analysis & PrioritisationIdentifying the biggest levers – what delivers quick wins, what is long-term?
03Roadmap & Implementation PlanConcrete measures with timeline, responsibilities and measurable KPIs.
04Accompaniment & ReviewWe stay involved until improvements are firmly embedded in operations.

Reference Projects

Thüga-Smartservice (Energy sector)End-to-end responsibility for the ITSM framework: process workshops, service catalogue setup, SLA integration and sprint-based delivery. Full service desk responsibility including operational management.
Christian Winkler GmbHFull service desk build-up to ITIL v4: role model, responsibilities, operational processes – including training for over 100 employees and implementation roadmap presented to management.

MATRIX42 IMPLEMENTATION

As experienced Matrix42 specialists we implement and configure the entire suite – from initial setup and customising to integration into your existing system landscape. Every module, every interface, every environment.

01Requirements EngineeringRequirements gathering with all stakeholders – technical and process-related.
02System Architecture & SetupInstallation, configuration and adaptation of the Matrix42 environment.
03Customising & IntegrationWorkflow development, API connections (AD, SAP, M365) and ASQL/JavaScript customisations.
04Go-Live & HypercareSupport during go-live including regression tests, sign-off and controlled rollout.

Reference Projects

Federal Institute for Real Estate (BImA)Full implementation incl. Incident/Change/Request processes, import definitions, ASQL data sources, SAP interface and compliance rules for email routing and escalation.
BHS Tabletop AGDigital contract management (Contract Management 3.0), service catalogue with tenant-specific visibility control, end-to-end onboarding/offboarding and JavaScript-based UUX logic.
Freudenberg GroupComplex workflow logic, REST/API connectors, asset and licence management, and a fully automated logistics area with trigger, status and return-processing logic.
SPIRIT/21 GmbHStabilisation after major release: reconfiguration of workflows, compliance rules, filter logic (REST API from v12.0.3), master data and SSRS reporting. New instance build incl. SQL Server and SSAS.
Thüga-SmartserviceSoftware asset management, licence management, SLA management, mail-to-ticket, import definitions and full process modelling for Incident/Change/Request incl. custom modules.
Christian Winkler GmbHITSM platform build from scratch: service catalogue, role assignment, knowledge base, context variables, notification automations and training for over 100 employees.

SERVICENOW IMPLEMENTATION

ServiceNow is one of the most powerful ITSM platforms on the market. We implement, configure and optimise the Now Platform – from classic ITSM and ITOM to enterprise-wide workflow automation.

01Requirements EngineeringRequirements gathering with all stakeholders – technical, process-related and organisational.
02Instance Setup & ConfigurationBuilding the instance incl. scope planning, CMDB structure and role model.
03Process ImplementationMapping your ITSM processes – Incident, Change, Problem, Request and more.
04Integration & Go-LiveConnection to existing systems (AD, SAP, M365) and accompanied go-live.

Reference Projects

Micro Focus – SMAX ImplementationImplementation of individual ITSM modules (Service Request, Incidents, SACM, Payroll, HR Direct). External interface connections to Matrix42, data import from legacy systems, mail-to-ticket setup and DEV/TEST/PROD deployment.
Micro Focus – O365 Reclamation ProgramITSM-supported coordination and automation of licence workflows incl. Active Directory and ITAM integration. Filtering, redistribution and assignment of licences according to process-based structures.

IT GOVERNANCE & COMPLIANCE

Regulatory requirements, audit preparation, clear responsibilities – we help you build governance structures that exist not only on paper but are lived in day-to-day operations.

01Governance AssessmentAnalysis of existing structures, policies and control mechanisms.
02Framework DesignDevelopment of a governance framework tailored to your organisation.
03Policies & ProcessesDocumentation, role models and escalation paths – practical and auditable.
04Audit SupportPreparation and support for internal and external audits.

Reference Projects

Federal Institute for Real Estate (BImA)Full governance logic: notification routing via roles, dynamic recipient determination, exclusion rules and escalation chains. ITIL-oriented process modelling with state logic and responsibilities.
Thüga-Smartservice (Energy sector)Process modelling Incident/Change/Request incl. SLA integration, service hours, escalation chains and documentation in BIC/Confluence – ITIL-compliant and fully auditable.

PROCESS OPTIMISATION

Incident, Problem, Change, Release – these four core processes determine the stability and agility of your IT. We analyse where friction occurs, where manual effort is too high and where processes bypass people.

01Process Mining & AnalysisData-driven analysis of as-is processes incl. time measurement and error rates.
02Process DesignRedesign of processes with all stakeholders – co-creative and practical.
03Toolside ImplementationMapping processes in Matrix42 or ServiceNow incl. automation and SLA definition.
04Measurement & OptimisationKPI tracking and iterative improvement after go-live.

Reference Projects

SPIRIT/21 GmbHReconfiguration of workflows, compliance rules and master data following new filter API (REST from v12.0.3). Implementation of secure, parameterised filter logic and stable production deployment after major release.
Federal Institute for Real Estate (BImA)Process modelling Incident/Change/Request: state logic, mandatory fields, responsibilities, escalation points, SLA integration – facilitated process workshops and direct translation into tool backlog.

REPORTING & ANALYTICS

What you cannot measure, you cannot manage. We develop KPI frameworks, meaningful dashboards and automated reports that give your management real decision-making foundations.

01KPI DefinitionJoint definition of relevant metrics – aligned with your IT goals.
02Data Source AnalysisMapping of available data from Matrix42, ServiceNow and other systems.
03Dashboard DevelopmentBuilding operational and strategic dashboards – live and automated.
04Review ProcessEstablishing a regular review cycle for continuous improvement.

Reference Projects

Thüga-Smartservice (Energy sector)Build-out of SSRS/Analysis Services, process KPIs and performance monitoring. Data lists, load times and filter performance optimised – including CI-based notification email templates.
Federal Institute for Real Estate (BImA)Development of high-performance ASQL data sources and data lists with primary filters. Data collector workflows for state change visualisation and debugging traceability.

TRAINING & ENABLEMENT

Sustainable ITSM transformation only works when knowledge stays in-house. We train your teams on Matrix42 functions, ITSM processes and governance requirements – practical, tailored to your context.

01Needs AnalysisCapturing knowledge gaps, roles and learning objectives per target group.
02Curriculum DevelopmentTailored training plan for end users, key users and administrators.
03DeliveryIn-person workshops, remote sessions and self-learning materials.
04Train-the-TrainerEmpowering internal multipliers for sustainable knowledge transfer.

Reference Projects

Christian Winkler GmbHTraining and workshops for over 100 employees (IT & non-IT) on ITIL v4 processes and Matrix42 – including sustainable enablement, process embedding and implementation support.
Thüga-Smartservice (Energy sector)User training for Matrix42 operators including requirements gathering, target-process workshops and rollout planning. Facilitated process workshops for service desk teams.

ITSM STRATEGY & CONSULTING

MATRIX42 IMPLEMENTATION

SERVICENOW IMPLEMENTATION

IT GOVERNANCE & COMPLIANCE

PROCESS OPTIMISATION

REPORTING & ANALYTICS

TRAINING & ENABLEMENT