New Service Management

Rethinking service management

No one size fits all

From traditional IT service management to enterprise service management

New Service Management (NSM) is changing the way service management is viewed throughout the organisation and beyond. It is time to rethink service management, integrate it more effectively and also make it more agile across all organisational areas. NSM brings together best practices from different sectors and helps organisations to deliver their core capabilities in line with their strategic objectives.

The NSM is based on five interconnected key elements that provide a holistic approach to service management.

The five key elements of NSM

Customer value management is a holistic approach to creating and increasing customer value. Focusing on customer added value requires transparent insights into customer needs and expectations to ensure optimal service delivery.

Possible areas of application:

  • Customer understanding and analysis
  • Offer design
  • Customer experience and relationships
  • Pricing and value strategies
  • Holistic service and value approach
  • Contact-2-cash becomes contact-2-value
Agile Service Delivery Illustration

Ensure that the service organisation supports the company’s business objectives and aligns with its strategy.Enterprisolution seamlessly integrates service management with business processes and objectives. This contributes to a holistic solution at the enterprise level and facilitates enterprise service management.

Possible areas of application:

  • Analysis of business processes
  • Integration of business processes
  • Standardisation and automation of processes
  • Continuous improvement
  • Customer centricity
  • Integration of service management practices
  • Meaningful synergies thanks to a holistic approach
Enterprise Solution Illustration

Reduce waste and maximise the value of your service processes through continuous improvement.

Lean service operations refers to the effective and efficient delivery of services to achieve maximum customer value. Continuous improvement and the elimination of waste makes it possible to achieve a high level of maturity of the service structure throughout the organisation.

Possible areas of application:

  • Continuous improvement
  • Customer centricity
  • Lean management
  • Analysis and identification of waste
  • Process optimisation
  • Implementing lean management
  • Transparency over value streams
  • Driver of effectiveness and efficiency across the entire organisation
Customer Value Management Illustration

Respond quickly to new or changing requirements and offer services rapidly and highly flexibly.

Agile service delivery is about implementing an agile and flexible design and delivery of services to meet ever-changing customer requirements. This component strengthens a company’s ability to innovate, allowing it to act in a forward-looking manner and stay competitive.

Possible areas of application:

  • Continuous delivery
  • Customer orientation
  • DevOps
  • Planning
  • Development
  • Testing and deployment
  • Operation and monitoring
  • Scalability from a small initiative to a practice established throughout the company
Lean Service Operations Illustration

Align your service strategy with your business strategy, ensuring that all areas of your business work together and information silos are eliminated.

The synergistic alignment of all organisational areas breaks down silos and enables efficient collaboration. This promotes cooperation and co-creation within the company.

Possible areas of application:

  • Strategy development
  • Process optimisation
  • IT infrastructure optimisation
  • Skills development
  • Continuous improvement measures
  • Securing the future by achieving the corporate purpose
  • Servant leadership
  • Change the mindset
Synergetic Alignment Illustration

‘Experience the future of service management – make an appointment with your NSM experts today!’

Contact us now without obligation

Customer benefits

Why implement New Service Management

Success means something different for each company. NSM provides the tools to create the individual framework for maximum benefit, true to the motto: No one size fits all!

NSM offers IT leaders and CIOs a unique opportunity to improve the service quality and efficiency across the organisation by integrating proven methodologies, frameworks and best practices. The use of NSM can help establish a customer-oriented mindset, collaboration, agility and efficiency in service management towards gaining a decisive competitive advantage.

Here is how your company stands to gain:
  • New, sustainable and resilient (IT) organisation
  • Holistic business processes and/or value streams aligned with resources and services
  • More flexible, dynamic design of company-wide service management
  • Early identification of value and risk drivers
  • Ability to adapt more quickly to new requirements
  • Interweaving of best practices, methods and disciplines across divisions
  • More flexible, dynamic service management design
  • Promoting cooperation between specialist departments, IT and customers

The NSM is about distilling the unique selling proposition and central purpose of your company and helping it mature further.

Successful projects - satisfied customers

References and success stories

‘Thanks to New Service Management, we have been able to optimise our service processes and increase our customer satisfaction.’
‘NSM made us realise for the first time that we have to take a holistic approach to service management. Before, we only viewed it in an isolated manner in the respective departments based on the established frameworks.’
‘We used to limit service management to IT. Before applying NSM, we had not been aware that we could also apply it to production.’

The adesso service offer

To meet these requirements, organisations need to perform a comprehensive inventory as well as (re)assess and redesign the corporate IT and units that provide services. The goal is to establish the conditions for renewed, modern technologies, ways of working and future-oriented service management.

Our experienced and specialised experts assist you in implementing New Service Management by bringing in their experience and expertise to establish the philosophy/concepts that are right for the company, share best practices and prepare employees for the changes to come.

The following steps are essential:

Step 1


Record and evaluate goals, processes and requirements (actual state) in order to place them in an overall context.

Step 2

Action planning

Identify fields of action and create a roadmap.

Step 3


Implement measures and fields of action, anchor them on the organisational level and take positive action to make cultural change happen.

Experience shows that change is a far-reaching undertaking and requires, on the one hand, a segmentation into suitable elements and an iterative approach. To find out the best approach for implementing this change in your company, we have to work together – @adesso we just do it.

Do you have any questions?

There is no website or brochure which can replace a personal meeting to talk about your goals and topics. We are looking forward to an appointment on site.


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