Many companies still struggle with manual business processes in non-IT departments such as human resources, supplier management, or customer service.
Enterprise Service Management is regarded as the solution approach to boost efficiency and to automate company-wide workflows. This includes the use of management practices developed initially for IT, such as ITIL 4, with the aim of providing a common service management platform for all company departments.
Sounds logical, but the practical implementation is not trivial. The challenges are:
- convincing the business departments to use a common service platform
- the lack to adapt special software solutions
- the uncoordinated processing of different service orders
- the lack of knowledge in IT about the individual requirements of the business departments and in the business departments about service management.
Markus Bause and Klaus Ziegerhofer show best practices and live demos how to implement standardized enterprise service processes.
Markus Bause has been managing director of SERVIEW GmbH since 2006 and thus stands for the high quality and the self-image of the consulting and training services. In 2004 he joined SERVIEW as a Senior Consultant and was significantly responsible for growth and success in the market. "Passion stands for innovation", said Bause, "and that makes us one of the best in the industry". Markus Bause has extensive experience in strategic IT consulting and consulting for corporate clients. This includes issues of agile transformation, IT governance and the complex tasks of service management. His knowledge is based on his many years of experience as a consultant, coach and trainer. He is very good at taking his customers' perspective, as he was also the responsible head of internal IT organizations.
Klaus Ziegerhofer has been with Matrix42 since 2018 and as Product Manager is responsible for the Service Management product line and the SolutionBuilder platform. This includes Service Desk, Service Catalog, Self Service Portal and the strategic development of the platform in use. After more than seven years in Service Management Consulting, he worked for more than three years as Senior Analyst at Magna Automotive Europe GmbH (a division of Magna International Inc.). As part of the global IT department, he was responsible for ITIL process consulting, architecture and design as well as solution implementation using Matrix42 Service Management. He holds a degree in business administration and is a certified Matrix42 Workspace Management Architect (IAR) with an explicit focus on ITIL, Service Management, process consulting and solution design with the Matrix42 SolutionBuilder platform.