Enterprise service management

Liiketoiminnan palvelunhallinta tarkoittaa organisaation palveluiden suunnittelua, toimittamista ja jatkuvaa kehittämistä siten, että ne tuottavat arvoa liiketoiminnalle ja asiakkaille sekä tukevat organisaation tavoitteiden saavuttamista.

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Assessment and optimization

Design, implementation, and customization

Continuous services

Enablers

Benefits of service management

Better visibility into services

The organization gains a complete overview of what services are delivered and to whom.
Service dependencies, responsibilities and criticality become clearer.
Decision-making is based on facts rather than assumptions.

Better customer and user experience

Services are described from the user’s perspective, not only from the technology perspective.
Incidents and requests can be handled faster.
Customers know what they can expect from the service.

More efficient operations and resource utilization

Processes become standardized and unnecessary work is reduced.
Overlapping services and solutions can be identified and removed.
Resources can be allocated to the most important services.

Better service quality

Clear service levels (SLA) can be defined for services.
Service performance can be measured and continuously improved.
Root causes of incidents can be analyzed systematically.

Risk management

Critical services are identified.
Business impact can be assessed during disruptions.
Preparedness and continuity planning improve.

Better collaboration within the organization

IT, business and support functions speak the same “service language”.
Responsibilities and roles become clearer.
Siloing decreases.

Transparent cost management

Service costs can be allocated correctly.
Management can see what services actually cost.
Makes budgeting and prioritization easier.

Enables continuous improvement

Service performance can be monitored with metrics.
Improvement areas are easier to identify.
The organization can develop services systematically.

Support for digitalization and automation

A clear service structure makes automation easier.
Digital services can be managed using the same model.
Makes introducing new services easier.

Better strategic governance

Services can be linked directly to business objectives.
Management can see which services support the strategy.
Investments can be prioritized correctly.

Less manual work, smoother processes, leaving more time for what truly matters

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Assessment and optimization

Visibility into processes and direction for development

We assess current service processes and identify the most critical bottlenecks

We design and prioritize improvements based on real business needs

We leverage industry best practices and our own experience to ensure solutions are consistent and sustainable in the long term

We turn service management into a strength.

Selvitämme, miten palveluprosessit toimivat nyt ja missä kohtaa ne hidastavat tai hankaloittavat arkea. Tuloksena on selkeä suunnitelma, jonka pohjalta voidaan lähteä parantamaan.

Design, implementation, and customization

Solutions people actually want to use

We build service processes together with the customer so they support both daily work and strategic objectives

We implement and deploy solutions on selected platforms in a controlled way, including portals and user interfaces

We customize and extend systems to meet customer-specific requirements

We put plans into practice, implementing processes, portals and solutions in a controlled way even when out-of-the-box models are not enough.

Continuous services

Support, monitoring and development without interruptions

We provide continuous support and managed maintenance after deployment

We monitor the development needs of systems and processes and update solutions in line with the business

Proactive monitoring, development recommendations, and regular reviews ensure that the solutions deliver continuous value

We ensure service management does not remain only a project. Continuous services keep your solution operational, up-to-date and aligned with the business even after implementation.

Enablers

Platforms enable service operations

Service management solutions are always built on a strong platform. We leverage modern and extensible ITSM and ESM systems that can be adapted to organizational needs based on industry best practices as well as customer-specific processes.

ServiceNow

One of the world’s best-known service management platforms, known for its extensive ecosystem and versatile extension capabilities. ServiceNow scales to support both standardized service management practices and organization-specific processes.

Kokoaa palvelunhallinnan, itsepalvelun ja työnkulut yhteen alustaan. Sisäänrakennettu tekoäly automatisoi tikettien luokittelun, linkittää toisiinsa liittyvät pyynnöt ja tehostaa tietämyskannan hyödyntämistä. Valmiit prosessipohjat, selkeä palveluportaali ja laajat integraatiot tekevät käyttöönotosta nopeaa koosta riippumatta.

A European choice for service management. Matrix42 combines ITSM, ESM and workplace management into one unified platform. Matrix42 is a modern, extensible and secure solution for organizations seeking an EU-compliant alternative developed close to home.

End-to-end service management from a single place

We assess the current state, implement the solutions, and ensure continuous improvement. All from a single partner.

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