Service Management Consulting for ITSM and ESM

Put your trust in Communardo – your Atlassian Premium Partner for sustainable ITSM and ESM solutions, with over 300 satisfied customers and more than 20 years’ experience. Boost your service efficiency, optimise processes and let us focus on creating value for you. Proven methods and frameworks will take your service processes to the next level.

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These companies rely on Communardo’s ITSM and ESM consultancy services

Service Management Consulting by Communardo – the benefits for you Communardo is an Atlassian Premium Partner specialising in ITSM

Communardo is a certified Atlassian IT Service Management Specialised Partner

With Communardo’s ESM and ITSM consultancy, you’ll benefit from comprehensive support and rapid implementation. Find out how our tried-and-tested methods and best practices optimise your processes, boost efficiency and improve your service quality in the long term.

Communardo has been an official Atlassian partner since 2005 and has qualified as an IT Service Management Specialised Partner. This means we can offer you the ideal foundation for service management consultancy.

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The ITIL®¹ Framework as a basis for consultancy

Further develop your change and problem management in a value-driven way with ITSM and ESM

Using the tried-and-tested ITIL®¹ approach, we enable you to further develop your practices – such as incident management, request fulfilment, change management and problem management – in a value-driven way.

Best practices and templates

✔ Best-practice templates for customer portals, workflows, automations and service level agreements: These templates make it easier to get started and ensure everything runs smoothly​​.

✔ Deployment of systems with a basic configuration: Systems are configured using tried-and-tested best practices, which supports rapid implementation.

Support and training

✔ Training for administrators and users: Comprehensive training ensures that your staff can make full use of the application​​.

✔ Support with change and adoption: Tailored training and ongoing support make it easier to adapt to new processes and systems​.

Ongoing support and updates

✔ Regular application updates: The systems are always kept up to date thanks to regular updates.

✔ Specialist and technical support: Communardo’s support services guarantee trouble-free operation.

Comprehensive features

✔ Automations and dashboards: Processes can be automated without the need for programming, and comprehensive reports and dashboards provide valuable insights.

✔ Integrated AI features: Atlassian Intelligence assists with text composition and ticket processing.

Long-term partnership

We’re still here for you even after the project has ended:
Once the project is complete, Communardo will remain at your side as a consultant to ensure that the systems continue to be used to their full potential​​.

Further benefits

✔ Less administrative work

Jira Service Management offers a quick start with minimal administrative effort. At the same time, it scales effectively and offers the capability to handle complex requirements.

More about Service Management

✔ Project success through a structured project approach

Our structured project approach ensures the success of your project. We base our approach on ITIL®¹ and, in addition, on agile methodologies, tailored entirely to your needs.

Overview of the project process

✔ Dedicated team

Communardo relies on its own in-house team for all matters relating to ESM. The team comprises specialists in various subject areas. Thanks to our strong focus on service, we keep our finger on the pulse of Atlassian solutions. Furthermore, our team is ITIL®¹-certified.

Find out more about Atlassian solutions
Even tricky cases and tasks that couldn’t be carried out using our in-house resources were successfully resolved thanks to Communardo’s solution-oriented support.
Rebekka Wachter, Head of IT, Möbel Martin B.V. & Co. KG

Communardo base configuration for enterprise and IT service management projects

We offer you a basic service management solution at a fixed price. This provides you with a solution based on proven best practices, which you can expand as required – so you don’t have to start from scratch. Our basic configuration offers ITIL®¹-compliant workflows, intelligent automation and integrated AI functions. Benefit from seamless transparency, comprehensive reporting options and reliable knowledge base integration. Our solutions are flexibly scalable and adapt to the specific requirements of your organisation.

Fixed-price preliminary project:

  • Detailed assessment of the client’s situation

  • In-depth analysis of customer requirements

  • Report on the suitability of the base configuration for the client

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Communardo Basic Configuration

Workflows

  • ITIL®¹-compliant best-practice workflows for Incident Management, Request Fulfilment, Change Enablement and Problem Management, so that your service desk can get started

Automation

  • Our solutions enable the simple automation of processes and actions using the ‘If This Then That’ principle

  • Over 15 ready-made templates from Communardo save time and reduce manual tasks​​

Queues and SLAs

  • Queue management provides a clear overview of pending tasks, whilst SLAs define priorities and order of processing

  • This ensures that service requests are handled in a structured and timely manner​​

Transparency and traceability

  • Tickets, users and objects are interconnected across the board and readily available everywhere

  • Improved transparency and traceability of all processes and activities​​

Integrated AI features

  • Atlassian Intelligence offers AI-powered features such as a virtual assistant that answers questions based on the knowledge base

  • Support with drafting text and automatic ticket summaries optimise service quality​​

Knowledge Base Integration

  • Integration of Confluence as a knowledge base for creating and displaying guides and troubleshooting articles

  • Customers can find solutions themselves, which reduces the burden on support​

Extensibility via the Atlassian Marketplace

  • Expand the functionality of Jira and other Atlassian products with over 3,000 apps

  • Flexibility and adaptability of the solution to your organisation’s specific requirements​

Reports and dashboards

  • Analyses based on all recorded fields and criteria, ranging from simple reports to complex BI reports

  • Detailed insights and analyses for the continuous improvement of your service processes​​

Asset Management & CMDB

  • Integrated CMDB module for managing assets and their relationships

  • Enables a comprehensive overview and management of IT assets, either directly in Jira or via synchronisation from other sources​​

Operations

  • Integration of third-party systems, such as monitoring tools

  • A notification and alert management tool that helps organisations respond quickly and effectively to IT incidents and outages. A wide range of features designed to maximise uptime and minimise the impact of incidents

In particular, the close and pleasant collaboration with the Communardo team contributed to the project’s success. The fact that we were working remotely and were physically apart did not pose a problem. The numerous and well-prepared workshops were a key part of the project. This meant that many open questions were clarified right at the start of the project. The documentation was then compiled jointly in the project tickets.
Stefan Arnold, Global Head of IT Sales & Marketing Applications, Plansee Group

Tailored IT Service Management Consultancy from Communardo

With Communardo’s bespoke ITSM consultancy, you can take your IT service processes to the next level. Our experts will support you in implementing ITIL®¹-based workflows, automating recurring tasks and improving service quality through integrated AI functions. Benefit from bespoke solutions that make your IT department more efficient, transparent and effective.

ITSM as a solution to your challenges:

  • Incident Management

  • Request Fulfilment

  • Problem Management

  • Change Enablement

  • Knowledge Management

  • Asset and Service Configuration Management

Request ITSM consultancy now

Tailored Enterprise Service Management Consulting from Communardo

With Communardo’s ESM consultancy, you can optimise not only your IT processes but all service processes within your organisation using Jira Service Management. Our bespoke solutions help you harmonise workflows, break down silos and ensure seamless collaboration between departments. Rely on our expertise to make your business processes more efficient and agile, thereby securing your organisation’s long-term success.

  • Human Resources

    • Various HR enquiries such as master data changes, onboarding, etc.

  • General Services

    • Housekeeping

    • Administrative support

  • Marketing

    • Campaign requests

    • Request materials

    • Provide input

  • Idea management

    • Submit ideas

Enquire about ESM Consulting now

Communardo is your service management consultancy partner

Communardo enables your company to improve its processes in a sustainable way

We empower you to make the most of your service management for sustainable process improvements. We provide intensive support for our implementation project across several stages. As your service management consulting partner, Communardo is always on hand to answer any questions and provide support wherever help is needed.

Step 1: Standardised project workflow based on a tried-and-tested approach

Step 2: Project organisation

Step 3: Hyper Care phase

We are the partner by your side; not only do we provide you with the best systems, but we also show your staff how to use service management effectively. We would be happy to advise you on our training courses and workshops, which prepare your staff to work with Jira Service Management and optimise their working methods. This will equip your organisation with the skills to improve processes sustainably.

Once the implementation project is complete, a few questions usually arise. We remain by your side as a sparring partner and continue to advise you even after the implementation of Jira Service Management.

Our satisfied customers speak for themselves

Implementation of the Communardo ITSM solution at SMA

IT Service Management (ITSM) based on Jira Service Management at SMA Solar Technology

Communardo has supported SMA Solar Technology in implementing a state-of-the-art IT Service Management (ITSM) system based on Jira Service Management. By integrating over 100 ticket types, 67 automations and seamless system integration, SMA has been able to significantly increase efficiency and user satisfaction.

The automation and standardisation of processes enables better utilisation of resources and faster delivery of services. This demonstrates Communardo’s expertise as the ideal partner for IT service management solutions.

Read the case study now
Martin Hesse, Head of Quality and Processes at SMA Solar Technology AG, on the potential of ITSM solutions with automation
Our new ITSM solution enables staff to have applications, hardware or virtual servers provisioned automatically at any time. All they need to do is fill in a simple request form on the online portal; provisioning is then carried out, in some cases, entirely automatically.
Martin Hesse, Head of Quality and Processes, SMA Solar Technology AG

Marketing efficiency through Enterprise Service Management at Bayernwerk

More efficient collaboration and transparency within the marketing team at Beiersdorf using Jira

Communardo has helped Bayernwerk to achieve more efficient collaboration and greater transparency within its marketing team by implementing an Enterprise Service Management system based on Jira. With clear lines of communication, automated processes and structured project management, tasks can be handled seamlessly and productivity boosted. Communardo offers bespoke solutions that are perfectly tailored to the needs of businesses, making it the ideal partner for Enterprise Service Management.

“Our Enterprise Service Management system was a project close to my heart. It always gives me great pleasure to see how well it works.”
Dominik Schleidgen, Head of Marketing, Bayernwerk AG

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More satisfied customers

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¹ ITIL® – ITIL® is a (registered) trade mark of Axelos Limited. All rights reserved.

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Marlen Kaiser, Team Leader Customer Acquisition bei Communardo Software GmbH

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Marlen Kaiser
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