Making New Processes Succeed: Process Consulting from Serviceware

Simply put, process optimization means designing processes to align with business objectives. This enables delivering services at higher quality, greater efficiency, lower cost, or with less effort. Existing processes are analyzed, optimization potential is identified, and improvements are implemented in practice wherever feasible.

Serviceware consults on all business processes with a focus on ITSM, ITFM, and IT security. Additionally, we regularly advise HR and controlling departments on their processes and digitalization. 

To succeed long-term, setting up processes once isn't enough. Technological advances, evolving competency requirements, and regulatory pressure demand continuous process adaptation—aligned with current market standards or, better yet, exceeding them. 

Processes determine daily operations for all employees in an organization. When optimally aligned with service delivery, friction is reduced and transparency increases for all stakeholders. Process definition and optimization enable companies to capture KPIs that were previously inaccessible. 

Return on investment (ROI) in process optimization can be measured for simple efficiency improvements through before-and-after comparison of process cycle times or costs. For more complex processes, success criteria are defined and measured at project start using company KPIs. 

Serviceware consults based on best practices and established process frameworks (e.g., ITIL, COBIT, LEAN, Six Sigma). We use these as starting points and adapt processes to your organization's specific needs. 

Process reorganization means the entire process framework of a company—or specific areas—is comprehensively reviewed, harmonized, and optimized for efficiency and quality within individual processes. The goal is to strengthen the overall performance of the organization. This often involves redesigning process governance and establishing core process management roles. 

Serviceware not only optimizes customer processes end-to-end but also supports companies in defining, implementing, and tracking the success of new processes. Additionally, we offer interim operational process management, relieving customer employees in daily operations while enabling them to learn from our consultants. 

We are happy to assume any role we define within processes for a defined period, making it easier for your employees to transition into the new process landscape. We guide them expertly through process execution while ensuring process adherence and quality. Additionally, we offer to assume leadership positions during transitions. 

Strategic Service Consulting project leaders and partners were trained at the world's leading strategy consulting firms—such as McKinsey & Company and AT Kearney—and are distinguished by exceptionally high seniority. Additionally, our consultants are ITIL v4 and FinOps certified.