Service Management

Personal service among equals

Personal customer care

Dedicated contact partner and a fixed core team

A dedicated, personal service manager, certified to ITIL standards, is available as a central contact partner to our customers. In addition, a dedicated core team with fixed rules on substitution is provided.

Customer-individual Service Design Package

Together with your service manager we define and document your individually agreed service processes and service level agreements in your service design package, thereby ensuring the effective provision of services.

ITIL-based incident, problem and change management

Clearly defined processes in ticket handling and also documentation including corresponding reviews guarantee you sustainable quality assurance.

Professional Service Desk

Our service desk is a single point of contact for handling and documenting your service requests and error queries. International support teams ensure 24/7 customer care as required. Faults, problems and maintenance requirements are captured in a centralized ticketing system.

Transparent Services

Structured Optimization

Ticket-based analyses and recommendations

Increasing numbers of tickets with the same content are an indicator of the potential for optimization. Our ticket-based evaluations support anticipatory analyses and provide indicators for how you can continuously further develop and optimize your processes, systems and applications.

The creation of concepts

In the context of our service management provision we are your partner for strategy and technology and support you with the creation of concepts for your business – from business processes over the specialist concept right up to the detailed technological design. Naturally the service manager is your contact partner if your needs develop and your business changes. They accompany you at every step of the change management process– whatever plans you have. Re-structuring, upgrades, migrations, growth.

Project management and realization

On request we will handle the project management function for you in the realization phase. This way we guarantee that the defined timeframes and the budget planned for will be kept to, the known risks will be minimized and the value of your investment optimized. Naturally, our project management methods are based on recognized standards such as PMI or Prince2.

Accompanying change management

We take a broader view and know that when significant change occurs corresponding change management processes going beyond technical aspects are also required by the organization. As an interface to other specialist departments we initiate activities relating to change management (for example the initiation of training and communication measures as required)


Marcus Held

Head of Strategic Sales & Business Devel

Scheer GmbH
Bismarckallee 17
79098 Freiburg

T +49 761 76613 619