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Enterprise service management with ServiceNow

Transforming company processes digitally

Enterprise service management from the cloud

An architecture focused on service and enterprise service management (ESM) from the cloud enables companies to digitalize their entire service processes. Automated IT and business processes improve process efficiency, reduce process costs, and produce transparent information without media discontinuity in companies.

IT service management: the basis for automated company processes

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A technician sends a notification about a defect by email. An employee informs IT support of a software error using the chat function. A member of the HR department informs Procurement by telephone of new vacancies being filled. Many specialist departments are still managing their processes manually. Inquiries are laboriously processed by phone or email. Questions and answers are not documented. If the same question is asked again, the service process starts again from scratch. That costs unnecessary time and money. Manual work results in media discontinuity and errors in data from different sources such as notes, emails, phone calls or chats – and consistent information transparency is prevented.

Standardized and automated services

Many companies are looking for ways of designing more efficient, uniform, and transparent service management for IT and business processes. This is where enterprise service management comes in as a useful tool. According to the "Enterprise Service Management 2019" study by IDG Research Services, this is not a controversial view: the study shows that nine out of ten respondents believe that the principles of standardized and automated IT services transfer well to other business processes. They see enterprise service management as a chance to bring order to administration, customer service, or technical services, and to push automation forward.

Methods and tools for service management

This is the theory. Reality, however, looks different. According to the study, the term "enterprise service management" is still unknown to many companies. Only 18 percent of respondents were able to explain specifically what ESM means; 40 percent had heard of ESM but had no clear idea of what it is.

90 %

believe that ESM could be applied to all service areas.

Only 18%

know what ESM stands for

40 %

have heard of ESM but do not really know what it means.
2019 Enterprise Service Management study, IDG Research Services

What can enterprise service management do?

The job of ESM is to adapt and apply the methods, tools, and performance figures established in IT Service Management (ITSM) to other areas of the company. IT has pioneered ticket systems.
An ESM solution like ServiceNow enables you to organize all IT-relevant processes. All data relevant to the provision of IT services are collected, managed, stored, and analyzed. ESM systems render workflows cheaper and more efficient and enable business transactions to be performed digitally. Companies can use ESM solutions outside IT in most areas and departments of the company.

Central service-focused architecture to automate all services

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Companies use a very wide variety of tools and methods for their service management. Most are a long way from a service-focused architecture. The enterprise service management solution ServiceNow changes this by automating service inquiries and speeding up processing many times over. This service-focused architecture for service and process automation summarizes all relevant information in one data bank, arranges it clearly in a user interface, and makes it accessible on that interface. Media discontinuity becomes a thing of the past.  T-Systems is the only German service provider who offers ServiceNow from several cloud models in the market. Our customers can choose between a private cloud (Germany), public cloud (EMEA/international), and the hybrid cloud approach.

More than traditional IT service management

The solution goes a long way beyond traditional IT service management. It combines service management, business process management, and IT operations management, and brings all these areas together in the Enterprise Cloud Platform.

One universal, service-focused platform for IT and business processes provides resilient and transparent information that can be accessed from any business area. It transforms companies into service-focused service providers – simple, efficient, and with business value. T-Systems is with you with its best-practice approach along the way, end-to-end!

T-Systems as a full-service provider for ServiceNow

T-Systems is the only German service provider who offers ServiceNow from several cloud models in the market. Our customers can choose between a private cloud (Germany), public cloud (EMEA/international), and the hybrid cloud approach.

T-Systems is able to offer the solution in compliance with German data protection law and the highest security standards. Under this option, service support and operation management are likewise performed exclusively from Germany. In addition to the software as a service option, T-Systems offers end-to-end consultancy, professional services, application management, and connection to other cloud or IoT solutions, and supports its customers all the way to digital transformation and service automation.

Exclusive partnership

T-Systems as Managed Service Provider is an elite partner of ServiceNow in the areas of sales, service, and technology, and is able to offer the solution with the newest features from the ServiceNow cloud. In addition, the specialized company, T-Systems operational services, also operates the SaaS solution from T-Systems' German data centers. This renders all data highly available and highly secure, and subject to German data protection laws. This is an important condition for companies being allowed to process sensitive data with ServiceNow from the cloud.

The enterprise service revolution

If you want your company's services to be extraordinary, you will need to change the way you provide these company services, from the ground up.

Specifications for ServiceNow by T-Systems

  • Uniquely among German service providers, T-Systems offers you service management from the German Telekom cloud, from the ServiceNow cloud, or as a hybrid approach.
  • T-Systems offers user and technical support and responds to your individual requirements with vertical process know-how in solution design and implementation.
  • Life cycle management advice and T-Systems' own solutions based on ServiceNow complement the range of services.
  • All ServiceNow applications are based on one platform. All information is available in a single database.
  • ServiceNow is based on a service-oriented architecture (SOA) which allows all data objects to use web services for bi-directional data level integration.
  • ServiceNow ITIL-based (IT infrastructure library) functions and features can be used "out-of-the-box" and can be easily configured by customers themselves.
  • ServiceNow is based on a single-instance architecture. Every customer has their own database and their own set of applications.

Digital ecosystem

To prepare for the future, companies need four building blocks: connectivity, cloud and IT infrastructure, security, and digitalization. With enterprise service management from the cloud, companies improve, accelerate, and digitalize business processes.

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