any tasks in our environment have become more and more complex over the past years. Just think of the business processes in a company or the service delivery. Uncountable resources (hardware, software, etc.), platforms with hundreds of services, followed by thousands or even millions of attributes and compositions are compressed into numerous contracts and finally offered to the customer as a business service. All required regulations are defined in a SLA (service level agreement).

To ensure the delivery of the requested services with moderate cost, within the needed quality and at the right quantity, new practices are required. Those practice will enable the service provider to offer his service deliveries with regard to both the customer’s and his own benefits.

Our consistent methodology embraces the following components:

      • Logical design to display services. Including the service decomposition to display the relations between business services (contract view), service groups (functional grouping), basic services (service modules), service assets (production modules) and the resources (single parts and technical view).
      • Organisation, processes and roles. Especially the break down into portfolio strategy, product development, account management, service design, service transition and service operation.
      • Functional environment. The service engine builds the heart of the systems necessary to run services. It contains the infrastructure monitor, service monitor, resource monitor, resource management database, service management database plus the ticketing and reporting system as functions.


To a successful implementation in five integrated steps:

Mangement in 5 Schritten engl