Translation of the Original Article by Joachim Poisel
A retrospective. At the annual ITSMF congress, for the first time we – along with our software partner Nexthink – presented our response to the steering and managing of complex providers’ landscapes. Our determined focus was on facilitating the life of CIO’s, Operational- and Provider Manager through real-time IT Analytics and End-to-End Monitoring. Basically, the combination of Technology and IT Services. We were already quite versed in the topic through several customer projects and the use of Nexthink and just before Christmas already bestowed a few surprises. How did we do this? At our stand, as well as in the subsequent so-called Birds of a Feather session we showed our audience, what effect the work over the NEXThink technology has on e.g. requirement-, contract-, the risk- as well as the performance-, and improvement management. In a way that you could immediately and in real time derive the impact on the business, rather on the endpoint with the IT analysis. We had hit a nerve with our audience. They obviously had the effective control via outsourced IT Services of their provider at heart, despite the increasing IT spending. As has already been mentioned briefly, our solution takes effect at all stages of an outsourcing project. Even up to re-insourcing of business-critical IT services. More than 20 company representatives informed themselves intensively on this common approach directly at our booth. In the subsequent workshop session, we convinced another 10 participants that transparency paired with the right KPIs are essential ingredients for successful provider management. Our presence was rounded off by our colleague and ITIL specialists Gerry Wallner, who gave a lecture on the topic "from the hotline to the Service Desk" together with our customers HELM AG. Just as a further lecture by our customer KWS Saat AG. It had the catchy title “from Monitoring to Management”, and was thus already a first insight into the operation of end-to-end monitoring from the customer perspective.