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Managed IT Service Management

IT Operations. Structured & Measurable.

From strategy consulting through tool implementation to 24/7 managed service. We transform your service desk into a value chain.

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End-to-End ITSM

Service Modules

Modular structure for maximum flexibility: Choose between pure consulting, implementation or full operations.

Strategy & Governance

Definition of RACI matrices, service catalogs and IT security policies. We make your ITIL processes audit-proof and transparent.

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Tool Implementation

Experts for Matrix42 and ServiceNow. We take care of customization, interfaces (AD, Azure) and migration of historical data.

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Managed Operation

We take over operations (Incident, Request, Problem Management). Including patch management, monitoring and optional 24/7 support.

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AI & Automation

Ticket deflection through intelligent chatbots and self-service portals. Significantly reduce ticket volume through automation.

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ITSM as Compliance Guardian

Processes That Think.

A ticket system must not be a pure logistics tool. In the Novartum world, your ITSM tool is the executive organ for compliance and cost control.

We connect your service desk directly with license management. The result: Less manual work and automated security.

ITSM + SAM

When a user orders 'Adobe Acrobat', our workflow automatically checks the license inventory (harvesting). Is a license free? If not: Trigger to procurement. This prevents under-licensing proactively.

ITSM + DevOps

Our software expertise flows into your change management. We build pipelines that not only accelerate deployments but also document them audit-proof.

Use Cases

From Chaos to Structure

Many IT organizations struggle with intransparent processes and high costs. We deliver the solution.

Challenge

Governance & KPIs

Häufige Risiken
  • No Measurable SLAs
  • Unclear Responsibilities
  • Missing Reporting for Management
Die Novartum Lösung

Introduction of transparent KPI dashboards (MTTR, FCR) and a clear governance structure. Regular service reviews build trust.

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Challenge

Process Chaos

Häufige Risiken
  • Manual Routine Tasks
  • High Ticket Backlogs
  • Long Wait Times for Users
Die Novartum Lösung

Standardization according to ITIL and automation of standard requests. Introduction of a self-service portal to relieve 1st level support.

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Challenge

System Proliferation

Häufige Risiken
  • Isolated Island Solutions
  • Outdated CMDB Data
  • Lack of Integration (ERP/AD)
Die Novartum Lösung

Tool-agnostic consulting (e.g., Matrix42). We seamlessly integrate your ITSM tool into the existing infrastructure and automate asset discovery.

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Your Path to Success

ITSM in 6 Steps

A proven process guarantees smooth implementation without operational interruptions.

Your Added Value

  • ITIL Best Practices
  • Fast Implementation
  • Measurable KPIs (SLA, MTTR)
01

Goals

Identification of strategic, tactical and operational goals (SMART). Focus on service availability and compliance.

02

Analysis

Detailed analysis of processes, tools and organization. Maturity assessment according to ITIL and gap analysis.

03

Requirements

Creation of requirements catalog (MoSCoW) and risk assessment. Interviews with stakeholders to ensure acceptance.

04

Roadmap

Creation of a detailed project plan with milestones, resource planning and ROI calculation.

05

Setup

Selection and technical setup of the ITSM tool. Configuration of workflows, SLAs and CMDB/asset discovery.

06

Onboarding

Data migration, training of key users and accompanied go-live. Transition to regular operations (CSI).

Service Quality

Clear SLAs and continuous improvement cycles (CSI) for highest standards.

Compliance

Audit-proof operations, defined roles and adherence to regulatory standards.

Transparency

Real-time reporting for IT management and executive management for efficient control.

Target Vision & Benefits

More Than Just Closing Tickets.

Modern IT Service Management is the backbone of every digital organization. It's not just about fixing disruptions, but proactively and value-creatingly designing services.

Novartum offers you stable, audit-proof processes. We reduce your operating costs through automation and simultaneously increase your users' satisfaction through fast response times and a professional self-service portal.

ITILCompliant Processes
24/7Optional Support
GDPRCompliant & Secure
Knowledge at a Glance

FAQ

Antworten auf die wichtigsten Fragen rund um Lizenzmanagement, Audits und Compliance. Optimiert für schnelle Informationsfindung.

Noch Fragen offen?

Unsere Experten beraten Sie gerne unverbindlich.

We work tool-agnostically, but have deep expertise in market-leading solutions like Matrix42 and ServiceNow. We also support you in selecting a new solution that fits your company size.
Our focus is on managed services where we take responsibility for results (SLAs). However, we can also provide experts to support your internal teams (sourcing).
As part of Phase 6 (Implementation & Onboarding), we perform professional data migration. Historical tickets and knowledge base articles are transferred to the new system to preserve history.
The self-service portal is the central point of contact for your employees. Here, disruptions can be reported, service requests (e.g., new hardware) can be ordered and ticket status can be viewed. This massively reduces inquiries to support.
Yes, as part of our 'Premium' operations packages, we offer 24/7 support (2nd/3rd level) as well as on-call services for major incidents.