Holistic Methodical & Tool Consulting Expertise
Standardised Processes
Future-Oriented Service Management Tool
Customised Solutions
Target Group-Oriented Training
Reliable All-Round Implementation
MASTER YOUR CHALLENGES WITH CONFIDENCE
Accelerate the Full Power within Your Organisation
ITSM (IT Service Management) is an approach to planning, delivering, managing and improving IT services that is tailored to the needs of a business and uses best practices such as ITIL. It includes all processes and activities related to the design, implementation, delivery and support of IT services.
Enterprise Service Management (ESM) is the extension of ITSM principles to the delivery of services for business teams such as HR, legal, building services, marketing or finance. Increase the productivity of your employees & teams and reduce costs. Powerful service management uses resources more efficiently to overcome business challenges and drive innovation.
LIZA NERANTZIS
Senior Business Consultant
Book a free meeting with one of our Service Management experts today.
PHILIPP WEISE
Head of Consulting
Book a free meeting with one of our Service Management experts today.
"demicon respond quickly to our inquiries and, thanks to their hands-on mentality, always find a suitable solution for individual feature requests. The team is ready to think outside the box at all times."
Rainforest Alliance
ATLASSIAN SERVICE MANAGEMENT
Packages
IT Service Management
Assessment - Your key to a successful start with ITSM
individual3.000 EUR excl. Vat
Do you need a 'custom process design' specifically tailored to a particular practice? Then let’s get started together. We will analyze your current situation, identify pain points, and determine where and how the ITIL framework can support you with our consulting services. Benefit from a process design tailored to your needs and quick wins through standardisation and optimisation following ITIL best practices.
SERVICES | OUTCOME
- Analysis of one specific processes (Practice ITIL 4)
- Assessment as-is process
- Development of recommendations for action to increase process maturity
- Development of recommendations of functions & roles to be implemented in an organisation
- Documentation of results for reuse
- Final meeting to discuss the concept or open questions
- Choose one of the following practices:
Incident Management or
Service Request Management or
Knowledge Management or
Service Catalogue Management or
Problem Management or
Service Desk
Concept for process implementation and/or optimisation based on ITIL 4 best practices, for example, for Incident Management
Individual assessment & consulting with a learning effect through insights into proven practices and applicable recommendations
Outlook for implementation in a tool (time, budget)
IT Service Management
Assessment for a successful Service Management Solution
individual2.900 EUR excl. Vat
Is your goal the basic implementation of a service portal to support your service management with centralised entry channels and targeted processing paths? But you’re not yet sure how to best approach this? We help you identify the requirements and develop an implementation concept with standardised processes together with you. In doing so, we consider all relevant dimensions of analysis (People, Processes, Technology) and always work in accordance with ITIL.
SERVICES | OUTCOME
- Assessment of the current situation
- Targeted analysis of multiple processes (ITIL 4 practice) for basic implementation
- Development of action recommendations, e.g., for implementing a service portal to unify communication channels for your customers
- Recommendation of roles to be implemented in the organization
- Documentation of the results
- Final discussion on concept content or open questions
- Choose a set of four practices:
Incident Management and
Service Request Management and
Service Catalogue Management and
Service Desk
Knowledge Management additionally available
Problem Management additionally available - Are there other practices you would like to prioritize in the analysis? No problem!
Contact us and let us know which of the 34 ITIL practices you’re interested in.
Concept for basic process implementation and/or optimisation based on ITIL 4 best practices, for example, for the introduction of a service portal
Individual assessment & consulting with a learning effect through insights into proven practices and applicable recommendations
Implementation concept with an optional project plan
Outlook for implementation in a tool (time, budget)
The tool you need to optimise Service Management
individual2.900 EUR excl. Vat
Together, we analyze your existing processes, determine their process maturity, and identify areas for process optimization. This is based on an understanding of your current situation, which is gathered through workshops.
- Would you like to implement SLAs or determine if you are measuring the right KPIs?
- Do you want to identify self-service options and evaluate approaches for diversification?
- Would you like to assess your asset management and achieve cost transparency that enables you to make data-driven decisions?
- Even if you are looking to establish or optimize your change management, this package is the right choice for you.
SERVICES | OUTCOME
- Assessment of the current situation
- Targeted analysis of your processes (ITIL 4 practice) with the goal of optimising maturity levels
- Development of an implementation concept with action recommendations, e.g., for establishing change management, setting up a reporting structure, or implementing asset management
- Recommendation of roles to be implemented in the organisation
- Final discussion to review the concept content or address any open questions
Concept for raising process maturity based on ITIL 4 best practices
Individual assessment & consulting with a learning effect through insights into proven practices & applicable recommendations
Implementation concept with an optional project plan
Outlook for implementation in a tool (time, budget)
Spotlight on digital resources: Your path to efficient IT asset management
individual7.000 EUR excl. Vat
Transparency is the foundation of optimal asset management; therefore, together with you, we create transparency through structured asset recording, as well as comprehensive cost overview and control to identify savings and investment potentials. Minimise risks and make better decisions.
SERVICES | OUTCOME
- Assessment workshop
- Documentation of the current state
- Maturity analysis
- Tailored assessments & consulting
- Insight into best practices & applicable recommendations
- Comprehensive documentation
Tailored yet standardised recommendations for your Service Management processes
ITIL 4 best practice solutions
Process optimisation
Transparency
Effective use of your assets
The easy way into the world of Atlassian Jira Service Management
individual3.500 EUR excl. Vat
We offer mid-sized companies, individual departments in large enterprises, and newcomers to service management an easy introduction to the world of Jira Service Management. Benefit from our experience, learn about best practices, and create predictability.
SERVICES | OUTCOME
- Requirements workshop
- Connection to Confluence
- SLA configuration
- Report configuration
- Best practice automation
Ready-to-use, basic Jira Service Management (JSM) environment
Individual assessments & consulting
Insights into proven practices & applicable recommendations
Atlassian Jira Service
Management scalable for all types of organisations
individual6.000 EUR excl. Vat
We provide you with an easy entry into the world of service management. With clear boundaries of what is delivered, you receive a solution based on proven experience and best practices. You benefit from a predictable budget and an out-of-the-box Jira Service Management solution.
SERVICES | OUTCOME
- Requirements workshop
- Connection to Confluence
- SLA configuration
- Report configuration
- Best practice automation
- Messaging connectivity
- Forms
Ready-to-use, advanced Jira Service Management environment
Individual assessments & consulting
Insights into proven practices & actionable recommendations
OUR demicon APPROACH
Phasen & Roadmap
Assessment
Our recommendation before the implementation project is to assess your individual process and tool requirements within workshops. This allows us to plan a good project setup and provide an outlook on the scope of implementation.
This phase can also be integrated into the project process if desired.
Project Start Phase
Starting with a kick-off workshop, we define the project goals and approach together, identify important stakeholders and potential risks, and carry out project planning.
Project Start Phase
Implementation Phase
With the start of the implementation phase, we start with a basic implementation. In addition to the basic configuration, the discussed/ assessed requirements can be implemented. There will be room for consultation, communication and customisation so that the requirements can be implemented as best as possible according to individual needs.
To ensure that your key users are able to use Jira Service Management, training courses can be held here.
Pilot Phase
In this phase, the pilot phase starts with the customised Jira Service Management set up and with selected key agents. During this phase, we are the partner staying at your side to provide advice and support so that your users' feedback can be implemented directly.
Pilot Phase
Rollout Phase
During the rollout, all agents and/or administrators will be trained in how to use the new tool and processes, which will ensure knowledge transfer.
If required, handouts or other documentation will be completed and handed out.
The new service portal is now going live, which is supported by prepared communication measures.
Hypercare & Transition
During the transition phase, a hypercare period of some weeks is accompanied by support from our experts.
The implementation of the project will be finally completed and concluded with a retrospective and final acceptance.
Hypercare & Transition
DISCOVER THE KEY FEATURES OF JSM
Use of Self-Service Portals
Jira Service Management (JSM) provides end users and customers userfriendly and customisable self-service portals to submit support requests, track ticket status, and provides centrally access a knowledge base.
Provide contextual help centers in your organisation as a central entry point for your customers and end users.
BENEFITS
Processes in your company can be easily standardised.
At the same time central service centers contributes to improved customer satisfaction by centrally providing important resources such as how-to articles and other content from a knowledge database.
The establishment of a unified company brand is possible due to the customisation options for service portals.
Standardised & ITIL-certified processes
Jira Service Management offers established and standardised procedures for the focused processing of requests according to ITIL-best practices.
All processes can be customised to individual needs and transferred to Non-IT areas (e.g. Human Ressources or Finance)
JSM CERTIFIED ITIL-PROCESSES
Incident Management
Service Request Management
Problem Management
Monitoring & Event Management
Service Catalogue Management
Service Level Management
Change Enablement
Knowledge Management
Service Configuration Management
Service Level Management
Powerful (IT-)Asset Management
Jira Service Management uses Jira Assets CMDB to support the traceability and control of (IT) assets such as hardware, software and other important resources throughout their entire lifecycle.
Jira Assets is the native asset and configuration management tool (CMDB) of Jira Service Management (included with Premium).
BENEFITS
It offers teams a flexible and dynamic way to capture, track and manage all types of assets and configuration items (CIs), so that teams can easily link them to service requests, incidents, problems, change requests and workloads.
Integrating assets into workflows enables seamless ticket processing.
All assets are individually configurable and can be imported from third-party systems, for example.
Automation & Process Optimisation
Jira Service Management offers a wide range of automation options which can be used for the reduction of repetitive tasks for service desk employees and creates more space for value-creating and essential tasks.
AUTOMATIONS CAN CONFIGURE
Ticket assignments
Notifications
Approvals
Automatic field value updates or status updates
Those configurations can reduce the manual work of employees and leads to more efficient processes.
Individual configurations are based on:
Trigger, Conditions & Actions
Intelligent Reports, Dashboards & SLAs
Jira Service Management provides a range of standardised reports out-of-the-box, which can be made available within dashboards for different target groups, such as management or service desk employees.
BENEFITS | FEATURES
Reports and dashboards provide real-time information to ensure transparency and valuable information about service quality around MTTR, MTTD, response time, CFR and many more.
The monitoring of key performance indicators and different metrics supports data-driven decision making.
Functionalities related to SLA configuration also enable you to implement various service level agreements within your organisation.
Establish a measurable service quality and initiate appropriate measures for improvement if necessary.
- Agile reports: Understand your team’s velocity, spot bottlenecks, and better predict future performance
- DevOps reports: Understand deployment pipeline and frequency to enable greater collaboration and streamline the product lifecycle
- Issue analysis reports: Understand the types of work your team is focused on and how your team is keeping up with the work
- Forecast & management reports: Evaluate your team’s capacity and better predict future performance
Seamless Integration of Development & Operations (DevOps)
The collaboration between development (Dev) and operations (Ops) is critical. Legacy tools reinforce traditional silos between these groups, limiting visibility and slowing the flow of work.
Jira Service Management brings teams together across platforms to ensure a seamless flow of work - from the first contact to the final resolution.
BENEFITS
Jira Service Management brings everyone together on a single service delivery platform.
JSM gives development teams the autonomy to deliver value faster while staying aligned with operations teams.
CASE STUDY
Efficient testing of Embedded Software for safety-critical applications
CLIENT Supplier for Automotive Manufacturers
TOOLS Lauterbach TRACE32, TESSY, Jira
DOWNLOAD NOW!
CHALLENGES
The client needed to complete test coverage for a large code base, urgently update their test tool, and adapt existing test cases. Additionally, their test management and build server were not equipped for a larger team.
APPROACH
The test tool and environment were updated, with new tests created and extended. Project management and collaboration tools were also established.
SOLUTION
Efficient quality assurance and processes thanks to suitable tools and a seamlessly integrated test environment that is up to date and supports suitable automation, as well as complete traceability and easy access to documentation and results for smooth collaboration between development and test teams.
SUCCESS STORY AUTOMOTIVE
Streamlined Development Workflow through GitLab
CLIENT Software Hub of a german Automotive OEM
TOOLS AWS, Terraform Enterprise
DOWNLOAD NOW!
CHALLENGES
The client faced complex pipelines that caused failures and delays in the CI/CD process, limited scalability and usability with Jenkins, rising maintenance costs, and increased security risks due to manual management of sensitive data.
APPROACH
The existing workflow, tools, and requirements were evaluated, leading to the selection of Terraform Enterprise. A vision, roadmap, and action plan were created for a smooth migration from the legacy system.
SOLUTION
The implementation of Terraform Enterprise significantly improved the developer experience, boosted team efficiency, and enabled faster feature releases without compromising quality.
SUCCESS STORY AUTOMOTIVE
Infrastructure as Code at Scale with Terraform Enterprise
CLIENT Software Hub of a german Automotive OEM
TOOLS AWS, Terraform Enterprise
DOWNLOAD NOW!
CHALLENGES
As the automotive industry embraced digital transformation, the client’s legacy infrastructure-as-code workflow lacked flexibility, slowing innovation and creating complex, time-consuming processes. The need for agility, reliability, and security in cloud operations became essential to meet the demands of modern vehicles.
APPROACH
Improving the overall developer experience (DevEx) as well as minimising resource waste in the cloud.
SOLUTION
Implemented a streamlined development workflow by migrating to Terraform Enterprise. In this competitive industry, this was a critical step to enable a short time-to-market.
HOW LEADING ORGANISATIONS ACROSS INDUSTRIES & SIZES TRANSFORMED
Service Management with Atlassian &
Realised Benefits such as:
0%
Greater
Efficiency
0%
Reduction in
Time to Resolution
0%
Fewer Major
IT Incidents
0%
Increase in
Customer Satisfaction
Source: Atlassian 2022
SUCCESS STORY TOURISM
IT-Transformation: New Dimensions in Service Management
CLIENT FTI
TOOLS JSM PREMIUM, ACCESS, USER CONFLUENCE STANDARD, OPSGENIE
DOWNLOAD NOW
CHALLENGES
Besides the overall implementation of Jira Service Management as a global and scalable tool for service management at FTI, ITSM processes based on ITIL best practices had to be designed and implemented from scratch.
APPROACH
Our team combined tool expertise with profound methodological know-how to create the optimal conditions for Service Management at FTI. Tight timelines and collaboration with internationally distributed teams were the focus.
SOLUTION
Through a value enhancing combination of tool expertise and methodological know-how, our demicon experts created the ideal conditions for Service Management.
SUCCESS STORY AUTOMOTIVE
Automation as a
Success Driver in
Service Management
CLIENT A GLOBALLY RENOWNED GERMAN PREMIUM AUTOMOTIVE GROUP
TOOLS JIRA SERVICE MANAGEMENT, eazyBI, SCRIPTRUNNER, INSIGHT, JIRA AUTOMATION, STRUCTURE & ADVANCED ROADMAPS
DOWNLOAD NOW
CHALLENGES
The project faced challenges of rapid user growth, leading to increased response times, escalating urgent requests, and a growing backlog, all compounded by inefficient manual ticket processing and slowing platforms like Jira and Confluence.
APPROACH
To ensure the best possible service for our client, we once again relied on state-of-the-art technical solutions in combination with our methodological know-how and our extensive experience.
SOLUTION
We optimised the platform‘s technical environment and switched from Jira to Jira Service Management. Our consultants supported the team at our client in migrating more than 1,000 open tickets securely. Through additional customisations, users can now make individual configurations, without the support of a Jira administrator.
SUCCESS STORY LOGISTICS & TRANSPORT
Sustainable Success with Smart Seamless IT Processes
CLIENT DB REGIO BUS
TOOLS CONFLUENCE, JIRA SERVICE MANAGEMENT, JIRA SOFTWARE, INSIGHT, SCRIPTRUNNER, REFINED THEME
DOWNLOAD NOW
CHALLENGES
Aligning IT infrastructure and customer service during centralisation posed risks of lost information, disorganised processes, and increased costs. Implementing a unified IT service management tool was necessary to streamline workflows and improve service efficiency for over 2,000 employees.
APPROACH
Through detailed analysis and comprehensive consulting, we provided DB Regio Bus with solutions and end-to-end services tailored to their specific requirements.
SOLUTION
Together we created a scalable, secure IT infrastructure as a foundation for long-term digital success while maintaining excellent customer service. As a result, the company has achieved maximum efficiency and transparency.
FOR YOUR CHALLENGES
We'll find the
Best Solutions
demicon is the perfect partner for all your questions along your service management journey. We are specialized in combining methodical competence with tool-related technical expertise and draw on many years of experience in the field of service management (ITSM and ESM).
We know that every company is unique and therefore we place great importance on a detailed analysis of the existing processes and tool landscape, your individual challenges and goals. Therefore we are working with suitable experts for this purpose.
Together with our customers, we develop individual solutions that not only cover current needs, but also take future developments into consideration. Our holistic approach includes not only the methodological and technical aspects, but also educational services, like trainings for administrators and users, and established support services.
With demicon, you are choosing a service provider and partner committed to enhancing your business performance and fostering your long-term growth in the field of ITSM and ESM.
READ MORE ABOUT
Service Management
Discover our insights now!
1 min read
IT-Transformation: New Dimensions in Service Management
Apr 22, 2024 by DEMICON