Our approach

We follow a holistic approach when we are going to optimize your Service Management. It is based on a combination of process optimization, role models, and governance. This will be complemented by using ServiceNow that runs the workflows. Especially for SAP Service Management, we offer a pre-configured business solution "SAP KeyUser Pro"  that is based on best practices of many companies. Parts of your internal ServiceNow operations might optionally be moved, for example, to Service Providers or to our ServiceNow Service Center in Barcelona. This might be the setting up of an extended workbench, which takes on subtasks of your ServiceNow operation. Therefore, we provide you with competence that includes support, customizing and the development of new functionalities.

Our approach contains three phases:

Goal setting

During the preparation phase, we are analyzing with your team areas the potential to reduce operational costs through service optimization. As a result, you receive a meaningful business case as well as planning for the next steps. We also include Change Management tasks into our considerations, because this aspect is a critical success factor. On the one hand side, personal aspects of affected employees must be taken into account. On the other hand side, your internal IT processes might be adapted accordingly. 

As an additional service, we might evaluate ServiceNow as the strategic platform for Service Management. It offers the advantage that the configuration of ServiceNow is then customized to your individual needs including the integration of outsourcing services into your landscape. Furthermore, you may renew your Service Management software to a state-of-the-art cloud solution. Especially, it offers the option to integrate your SAP and application support with your infrastructure support structures. This may offer additional cost and optimization potential in the long term.

Transformation and transition

We are setting up a transformation project with you to assure a seamless and frictionless service transformation. The transformation phase includes:

  • Project setup
  • Change Management for the organization, IT processes and tool integration
  • Knowledge Transfer
  • ServiceNow customization
  • Training
  • Solution handover

We accompany you during the whole project phase either supportive or through managing the project fully by one of our experienced project managers including coordination with your internal organization and external partners. The project will be set-up according to your individual needs.

During the transformation phase, all affected operationally relevant processes and interfaces will be established. During the following transition phase, Knowledge transfer will be assured and the services will smoothly be handed over.

implementing extended workbench or outsourced operation


Our employees will closely work together with your staff to also assure an optimal service during ongoing operation. For ongoing operations, we offer dedicated Operations contracts up to the full operation of your ServiceNow environment.

We are happy to give you more information during a personal meeting. Please get in touch with us and we will show you options on how to reduce your operational cost and how to optimize your internal service processes.