Process Optimisation & Service Organisation
Clear processes and reliable accountability are the backbone of a stable service operation – we bring both into shape.
References
What we’ve achieved in this field.
Where workflows have grown organically over time, friction, duplicated effort and a lack of transparency tend to follow. We analyse your ITSM processes – Incident, Change, Request and Problem – align them with ITIL 4 and ITIL 5, and embed a service organisation with clearly defined roles. The result: services that are predictable, measurable and scalable.
What we do
What this looks like in practice.
01
PROCESS ANALYSIS & REDESIGN
Mapping current-state processes, identifying bottlenecks and media discontinuities, and redesigning lean, ITIL-aligned workflows.
02
INCIDENT, CHANGE & REQUEST
Building and optimising the core processes for fast incident resolution, controlled changes and standardised requests.
03
ROLES & SERVICE ORGANISATION
Defining clear accountability (RACI), establishing Service Owner and Process Manager roles, and creating clean interfaces between teams.
04
METRICS & IMPROVEMENT
Establishing meaningful KPIs and a continuous improvement cycle, so processes keep getting better instead of degrading over time.
A good process is invisible – it lets people do their work instead of getting in their way.
FAQ
What you should know about process optimisation.
How do I know our ITSM processes need optimising?+
Typical warning signs are recurring incidents without root-cause resolution, unclear ownership, high manual effort, and a lack of transparency around service quality. Where workflows have grown organically over time, friction and duplicated effort tend to follow — and that can be fixed in a targeted way.
Do we need to switch our ITSM tool for this?+
Usually not. We optimise process and organisation first; tool adjustments follow the process, not the other way round. Often, the existing tool can deliver considerably more once the workflows behind it are right.
How quickly will we see results?+
Initial quick wins typically appear within 4–8 weeks. A full redesign of a core process, including embedding it in the organisation, usually takes 2–4 months.
Thomas Scherzinger
Executive Partner
What’s holding your processes back?
Let’s talk about your workflows — informally and concretely.
Arrange a call →