Holistic Service Management Solutions 

Cost Savings, Improved Transparency & Control Mechanism with Jira Service Management & ITIL

Increase your business efficiency through standardised ITIL processes & the use of Jira Service Management – for sustainable success and growth.

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Holistic Methodical & Tool Consulting Expertise


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Standardised Processes


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Future-Oriented Service Management Tool


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Customised Solutions


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Target Group-Oriented Training


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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.

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"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."
2019-Rainforest-Alliance-logo
Hans Bakker
Senior Associate Business Intelligence
Rainforest Alliance
ATLASSIAN SERVICE MANAGEMENT

Packages

IT Service Management 
Assessment
- Your key to a successful start with ITSM

time-blueindividualprice2-blue3.000 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.

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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

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Concept for process implementation and/or optimisation based on ITIL 4 best practices, for example, for Incident Management


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Individual assessment & consulting with a learning effect through insights into proven practices and applicable recommendations


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Outlook for implementation in a tool (time, budget)

 

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IT Service Management 
Assessment
for a successful Service Management Solution

time-blueindividualprice2-blue2.900 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.

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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.

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Concept for basic process implementation and/or optimisation based on ITIL 4 best practices, for example, for the introduction of a service portal


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Individual assessment & consulting with a learning effect through insights into proven practices and applicable recommendations


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Implementation concept with an optional project plan


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Outlook for implementation in a tool (time, budget)

 

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The tool you need to optimise Service Management

time-blueindividualprice2-blue2.900 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.

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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

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Concept for raising process maturity based on ITIL 4 best practices


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Individual assessment & consulting with a learning effect through insights into proven practices & applicable recommendations


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Implementation concept with an optional project plan


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Outlook for implementation in a tool (time, budget)

 

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Spotlight on digital resources: Your path to efficient IT asset management

time-blueindividualprice2-blue7.000 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.

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SERVICES | OUTCOME
  • Assessment workshop
  • Documentation of the current state
  • Maturity analysis
  • Tailored assessments & consulting
  • Insight into best practices & applicable recommendations
  • Comprehensive documentation

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Tailored yet standardised recommendations for your Service Management processes


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ITIL 4 best practice solutions


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Process optimisation


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Transparency


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Effective use of your assets

 

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The easy way into the world of Atlassian Jira Service Management

time-blueindividualprice2-blue3.500 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.

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SERVICES | OUTCOME
  • Requirements workshop
  • Connection to Confluence
  • SLA configuration
  • Report configuration
  • Best practice automation

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Ready-to-use, basic Jira Service Management (JSM) environment


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Individual assessments & consulting


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Insights into proven practices & applicable recommendations

 

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Atlassian Jira Service 
Management
scalable for all types of organisations

time-blueindividualprice2-blue6.000 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.

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SERVICES | OUTCOME
  • Requirements workshop
  • Connection to Confluence
  • SLA configuration
  • Report configuration
  • Best practice automation
  • Messaging connectivity
  • Forms

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Ready-to-use, advanced Jira Service Management environment


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Individual assessments & consulting


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Insights into proven practices & actionable recommendations

 

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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

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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.


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BENEFITS

checked-artificial-intelligence-digital Processes in your company can be easily standardised.
checked-artificial-intelligence-digital 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.
checked-artificial-intelligence-digital The establishment of a unified company brand is possible due to the customisation options for service portals.

 

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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)


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JSM CERTIFIED ITIL-PROCESSES

checked-artificial-intelligence-digital Incident Management
checked-artificial-intelligence-digital Service Request Management
checked-artificial-intelligence-digital Problem Management
checked-artificial-intelligence-digital Monitoring & Event Management
checked-artificial-intelligence-digital Service Catalogue Management
checked-artificial-intelligence-digital Service Level Management
checked-artificial-intelligence-digital Change Enablement
checked-artificial-intelligence-digital Knowledge Management
checked-artificial-intelligence-digital Service Configuration Management
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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).


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BENEFITS

checked-artificial-intelligence-digital 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.
checked-artificial-intelligence-digital Integrating assets into workflows enables seamless ticket processing.
checked-artificial-intelligence-digital All assets are individually configurable and can be imported from third-party systems, for example.

 

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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.

 

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AUTOMATIONS CAN CONFIGURE

checked-artificial-intelligence-digital Ticket assignments
checked-artificial-intelligence-digital  Notifications
checked-artificial-intelligence-digital Approvals
checked-artificial-intelligence-digital 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

 

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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.

 

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BENEFITS | FEATURES

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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.


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The monitoring of key performance indicators and different metrics supports data-driven decision making.


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Functionalities related to SLA configuration also enable you to implement various service level agreements within your organisation.


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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

 

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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.


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BENEFITS

checked-artificial-intelligence-digital Jira Service Management brings everyone together on a single service delivery platform.
checked-artificial-intelligence-digital JSM gives development teams the autonomy to deliver value faster while staying aligned with operations teams.

 

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HOW LEADING ORGANISATIONS ACROSS INDUSTRIES & SIZES TRANSFORMED

Service Management with Atlassian &
Realised Benefits such as: 

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Greater
Efficiency

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Reduction in
Time to Resolution

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Fewer Major
IT Incidents

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Increase in
Customer Satisfaction

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.

 

 

Get in touch with us


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