Enterprise Service Desk

In a webcast, Arne Ralf, Atlassian Specialist at the TIMETOACT GROUP, will explain in a practical example how to unleash the full potential of your teams with a company-wide service desk and much more.

Webcast: Productive teams lead to satisfied customers

Our services

Consulting / workshop for the design of the service delivery model including the operational and governance structures of a modern service desk, including
- Efficient ticket management
- Powerful roles and functions
- Useful request types
- Effective workflows
- Team-oriented real-time communication
- Appropriate monitoring goals
- Key figure based reporting incl. SLA tracking
- easy to use - Self Service Potentials
Identification of automation potentials
Installation, implementation including interfaces and rollout services
Training incl. Key User Ramp Up
Administration and support
Cloud and Hosting Services
Rightsizing and licensing consulting

Book the Starter Package for your individual milestone plan to implement or optimize your IT Service Desk or contact our Atlassian Expert Team at [email protected]!

Jira Service Desk as ...

ITIL certified ITSM solution

The Jira Service Desk can be aligned in many ways via a platform and can therefore be used throughout the organization. We offer design, setup and Managed Services for all purposes.

Out-of-the-box ITIL Processes

PinkVERIFY certified; Incident, problem and opportunity management processes

Creating a knowledge base

Add a knowledge base (Confluence) to Jira Service Desk; help customers to help themselves (End User Help)

Report on important metrics

Overview of business-critical metrics; improve performance by identifying bottlenecks before they occur

Use customer feedback

Collection of customer feedback after completed request; direct communication to the team/employee

Automate repetitive tasks

Set up automation; employees focus on solving important tasks; work more efficiently; optimize capacity utilization

Provision of SLAs

Prioritized queues; met SLAs, configure, click and get started in minutes; work in agile teams

Customer Self Service Plattform

The Jira Service Desk can be aligned in many ways via a platform and can therefore be used throughout the organization. We offer design, setup and managed services for all purposes.

Customize the branding

Branding customer portal; point-and-click interface and no code

Creating a knowledge base

Add knowledge base (Confluence) to Jira Service Desk; help customers help themselves

Listen to your customers

Transforming feedback into customer satisfaction; tracking customer satisfaction with CSAT reporting

Speak the language of your customers

Worldwide first-class customer service with 8 supported languages; ready to use

Context related support

Integrated widget; customers can submit support requests from any website or product

Report on important metrics

Overview of business-critical metrics; improve performance by identifying bottlenecks before they occur

Help Desk

The Jira Service Desk can be aligned in many ways via a platform and can therefore be used throughout the organization. We offer design, setup and Managed Services for all purposes.

Out-of-the-box ITIL Processes

PinkVERIFY certified; Incident, problem and opportunity management processes

Provision of SLAs

Prioritized queues; met SLAs, configure, click and get started in minutes; work in agile teams

Creating a knowledge base

Add a knowledge base (Confluence) to Jira Service Desk; help customers to help themselves (End User Help)

Automate repetitive tasks

Set up automation; employees focus on solving important tasks; work more efficiently; optimize capacity utilization

Extend your helpdesk experience

Choose from more than 500 apps in the Atlassian Marketplace; customize Jira Service Desk for all purposes

Report on important metrics

Overview of business-critical metrics; improve performance by identifying bottlenecks before they occur

Our Success Stories:

Our Service Offer

Our service for Atlassian products covers all areas from design, implementation and operation of the solution.

Profil

Professional consulting in the use of Cloud Computing solutions for companies and organizations

Enterprise Service Management

Our Enterprise Service Management Solution offers you a way to make Service Management accessible to all participants via an easy-to-use service portal. You can map your processes in this portal according to defined procedures and connect them to other systems. In addition, you relieve the process participants through automation.

Webcast: Productive teams lead to satisfied customers

Microsoft Power BI

Power BI is the ideal complement to the Microsoft-centric analytic solution in the enterprise. As a standalone version "Power BI Desktop" it is free of charge. With Power BI, companies create quick, comprehensive and meaningful visual analyses.

Jira Service Management from Atlassian

Enable developers, operators, and other teams from different departments to collaborate and improve their service management responsiveness. Respond quickly to incidents, requests, and changes, and provide your customers with an optimized service experience.

Cloud Consulting

A partner for all your questions: CLOUDPILOTS evaluates and deploys suitable cloud services. When our experts advise you, we consider it a partnership of equals.

Support for IBM software licenses and ILMT for GLS

TIMETOACT not only takes over the support of the ILMT for GLS IT Service GmbH and assists with the compliance of license requirements, but also advises in the future on questions regarding licensing and license acquisition.

Our service offer for Mendix

The Dutch software manufacturer gives us the possibilities to create platform-independent low/no-code solutions for you with its products. In addition, we offer a wide range of services related to Mendix and are available to you from conceptual design to hosting and operation of your new solution.

Atlassian Enterprise Cloud

Atlassian offers its customers Atlassian Cloud Enterprise, a solution for Jira Software as well as Confluence and Jira Service Management. Customize the expectations of your Atlassian SaaS product to meet the challenges of your business.

Operationalization of Data Science (MLOps)

Data and Artificial Intelligence (AI) can support almost any business process based on facts. Many companies are in the phase of professional assessment of the algorithms and technical testing of the respective technologies.

IBM Cloud Pak for Data – Test-Drive

By making our comprehensive demo and customer data platform available, we want to offer these customers a way to get a very quick and pragmatic impression of the technology with their data.

Lösung

IT-Service-Management (ITSM)

IT Service-Management (ITSM) can be used to improve (business) processes in terms of customer and service orientation - the use of the right tools and the structured organization of the IT department are important here.

IBM Cloud Pak for Data Accelerator

For a quick start in certain use cases, specifically for certain business areas or industries, IBM offers so-called accelerators based on the "Cloud Pak for Data" solution, which serve as a template for project development and can thus significantly accelerate the implementation of these use cases. The platform itself provides all the necessary functions for all types of analytics projects, and the accelerators provide the respective content.

Enterprise Architecture – Synchronising Business and IT

With pragmatic approaches and based on industry standards (TOGAF), we support clients in the introduction of an effective EAM.

IT Monitoring & Service Assurance Consulting

Ensure the continuous operation of your IT and enable customers and employees to use IT services and products without problems.

License Optimization

With our License Consulting we help you to determine the actual demand and to carry out a RightSizing in coordination with you. .

Mendix in the manufacturing industry

Have solutions designed directly by the experts in your company's divisions and thus ensure that the solution implements the exact requirements of the specialist department. Use a wide variety of connectors to collect and evaluate all decision-relevant information.

Managed Services & Support

Our Managed Services ensure that applications are operated for you with a holistic understanding of infrastructure, licenses, support, applications and the corresponding expertise. This is done regardless of whether the application is to be operated at a hyperscale such as IBM Cloud, Google, AWS, Azure or onPrem.

HOCHBAHN Managed Services

A high-performance and transparent IT forms the basis for being able to react quickly to new requirements. The IT specialists of TIMETOACT GROUP take over the managed services for the entire IBM WebSphere platform of Hamburger Hochbahn AG (HOCHBAHN).

IBM Cloud Pak for Data

The Cloud Pak for Data acts as a central, modular platform for analytical use cases. It integrates functions for the physical and virtual integration of data into a central data pool - a data lake or a data warehouse, a comprehensive data catalogue and numerous possibilities for (AI) analysis up to the operational use of the same.

Notes / Domino

Within the TIMETOACT GROUP we have decades of experience with Notes and Domino. As HCL Business Partner we offer you a fast and uncomplicated access to the manufacturer.

IT & Business Service Monitoring Solutions

With IT service monitoring, you can uniformly monitor the IT-supported services in your company. You have an overview of the current status of the services at all times, quickly identify the cause in the event of disruptions and thus remain able to act.

Microsoft Azure Synapse Analytics

With Synapse, Microsoft has provided a platform for all aspects of analytics in the Azure Cloud. Within the platform, Synapse includes services for data integration, data storage of any size and big data analytics. Together with existing architecture templates, a solution for every analytical use case is created in a short time.

Managed Services & Managed Support

Our Managed Service Team of specialists will relieve your IT department. We ensure that you can work more efficiently, reliably and quickly without needing to worry about the operation and maintenance of the infrastructure.

TIMETOACT provides support for ISO/IEC 19770-1 certification

As Certification Patron, we support you with ISO/IEC 19770-1 certification so that you can benefit from the advantages of certification. We develop and optimize your ITAM system according to the "Plan-Do-Act-Check" process model for an effective and efficient license management.

IT Service Management – Optimal support for IT processes

IT should be customer and service oriented. We help you implement effective and efficient IT service management

Microsoft Azure

Azure is the cloud offering from Microsoft. Numerous services are provided in Azure, not only for analytical requirements. Particularly worth mentioning from an analytical perspective are services for data storage (relational, NoSQL and in-memory / with Microsoft or OpenSource technology), Azure Data Factory for data integration, numerous services including AI and, of course, services for BI, such as Power BI or Analysis Services.

Mendix for Finance & Insurance

With its low-code platform, the manufacturer Mendix enables you to drive forward the digitization of your company even with small teams. Quickly create individual solutions and, thanks to the simple implementation option, have the solution developed directly in the specialist departments.

Open Source Compliance

Prevent risks with optimal license management. We are at your side and show you the rights and obligations of the individual licenses.

CLOUDPILOTS Webinars

Discover the benefits of Google Workspace, Google Cloud Platform and our cloud services in our webinars! Gain valuable insights from our experts and learn how to get the most out of the tools.

Application Performance Monitoring Service

Application Performance Monitoring automates the IT monitoring of your applications, detects impending failures in advance and reduces manual activities to a minimum.

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Lösung

Lösung

Enterprise Application Integration

A colorful mix of software applications that communicate with each other and share data in a wide variety of places – Ensure networked systems that talk to each other with our Enterprise Application Integration Framework!

ITAM / SAM & FinOps

The integration of IT Asset Management (ITAM) and FinOps Consulting represents a comprehensive strategy aimed at maximizing the efficiency and security of IT operations while optimizing the associated costs. The two disciplines complement each other and offer organizations the opportunity to take a holistic approach to managing their IT resources and finances. The topic of sustainability in IT is also becoming increasingly relevant alongside the rise in cloud costs. Our experts are also happy to support you in the implementation of Green IT.

DevOps and CI/CD

A DevOps introduction gains momentum and focus with the support of our experts. We record the initiatives and capture the context of the company.

Incident communication management

Statuspage allows you to keep track of the status of individual system-relevant components as well as a history of past incidents. Our self-created solution also allows you to connect various monitoring tools and query them in specific cycles. The component failure automatically generates an e-mail to your ticket system.

Managed service for insurers

Maintaining and operating applications often ties up a lot of resources that are urgently needed elsewhere. Or the corresponding skills are almost completely missing. With our Managed Services, you no longer have to worry about your IT!

IBM Cloud Pak for Data System

With the Cloud Pak for Data System (CP4DS), IBM provides the optimal hardware for the use of all Cloud Pak for Data functions industry-wide and thus continues the series of ready-configured systems ("Appliance" or "Hyperconverged System").

Enterprise Content Management (ECM) & Archiving

With Enterprise Content Management (ECM), all data, information and documents are stored, archived and managed in a context-related manner on a single platform. ECM systems offer numerous advantages for managing the increasing number of (un)structured electronic documents and data.

Decision Optimization

Mathematical algorithms enable fast and efficient improvement of partially contradictory specifications. As an integral part of the IBM Data Science platform "Cloud Pak for Data" or "IBM Watson Studio", decision optimisation has been decisively expanded and embedded in the Data Science process.

IBM Cloud Pak for Automation

The IBM Cloud Pak for Automation helps you automate manual steps on a uniform platform with standardised interfaces. With the Cloud Pak for Business Automation, the entire life cycle of a document or process can be mapped in the company.

Jira software from Atlassian

Jira software helps teams from a wide range of disciplines streamline their processes and handle tasks in a more organized way. Jira offers several solutions, methodologies, and deployment options designed specifically for software, IT, business, ops, and other teams in your organization.

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Cloud Infrastructure: Microsoft Azure Consulting

With both PaaS and IaaS, Microsoft Azure offers you a technical basis for mapping individual enterprise architectures in the cloud. With our Azure Consulting Services and our Azure Landing Zone approach, you can master the journey to the cloud and optimize your business processes.

Gemini at Work – AI Action in Zürich & Berlin

Learn how Gemini for Google Workspace is revolutionizing the way organizations work. Learn about real-world use cases and experience the power of AI.

IBM Spectrum Protect

Spectrum Protect is the leading data protection solution from the American industry leader IBM. As TIMETOACT, we take a holistic view of cyber security and focus on building resilient IT and OT.

Our Success Stories

Our customers are very diverse. From traditional companies to start-ups and from SMEs to multinationals. The years of experience of our pilots make it possible.

Agile Software Development

A project rarely turns out as it was initially planned. Agility does not only apply to Project Management, but also to methods and processes of Software Development in order to avoid risks and undesirable developments during the process.

IBM Planning Analytics mit Watson

IBM Planning Analytics with Watsons enables the automation of planning, budgeting, forecasting and analysis processes using IBM TM1.

IT Sourcing & Vendor Management – Managing IT Partners

We ensure the application of best practice methods for the selection and evaluation of IT vendors and service providers and for cost-optimized supplier management.

Managed service support for central platform stability

To ensure the quality, availability and performance of the platform at all times, TIMETOACT supports N-ERGIE as a managed service partner.

Data Governance

Data Governance describes all processes that aim to ensure the traceability, quality and protection of data. The need for documentation and traceability increases exponentially as more and more data from different sources is used for decision-making and as a result of the technical possibilities of integration in Data Warehouses or Data Lakes.

Bamboo, Bitbucket, Sourcetree

Continuous Integration and a Continuous Delivery Pipeline with Bamboo, Bitbucket and Sourcetree. We can help you with our years of experience as a user as well as a solution partner of Atlassian products in many areas.

Technologie Übersicht

Consulting and solutions for AWS services

As a leading AWS Select Partner, we are at your side with help and advice. From strategy development to migration and optimization - with the extensive suite of AWS services, we will work with you to find the perfect solution for your requirements.

IT Asset Management – Reducing Costs and Risks Sustainably

We help customers to increase the transparency of IT assets in use, identify potential savings for hardware and software, and avoid compliance risks at the same time.

Demand Planning, Forecasting and Optimization

After the data has been prepared and visualized via dashboards and reports, the task is now to use the data obtained accordingly. Digital planning, forecasting and optimization describes all the capabilities of an IT-supported solution in the company to support users in digital analysis and planning.

Monitoring & Service Assurance

In today's digital world, companies depend on a reliable, efficient and secure IT infrastructure. Monitoring this is crucial to ensure the availability, performance and security of IT services.

Cloud platforms and automation technology

Lost in the jungle of possibilities? We help with the selection and implementation of modern cloud Platforms and cloud technologies.

Cloud Migration | Atlassian

The TIMETOACT team has been able to develop best practices as a result of a large number of migrations in recent years. These form the foundation of our standards, templates, scripts, and checklists and help you to move securely into the Cloud.

IBM Cognos Analytics 11

IBM Cognos Analytics is a central platform for the provision of dispositive information in the company. With the reporting and analysis functions of IBM Cognos, the relevant information can be prepared and used throughout the company.

Blog

Google Workspace: AI-supported work for every company

The future of work with Google Workspace and Google AI

Digital Transformation with Atlassian Tools

At catworkx, we digitalize business processes for our customers on the basis of Atlassian tools such as Jira and Confluence because we are convinced of the flexibility, performance and transparency of the products for smooth team collaboration.

Onboarding solution of TIMETOACT

Introducing new employees to the company is faster, easier and more efficient with an efficient ticket system in Jira, for example. Our experts have developed a solution for this.

Service Space 2025 - The Conference for Service Management

Discover the future of Service Management at Service Space 2025 in Vienna! Meet catworkx and learn about innovative solutions with Atlassian.

Integrated Project and User Portal (IPUP)

Transparent and flexible management of projects and users in large environments with Jira Service Management: catworkx has developed a tool for a major customer from the automotive industry, with which projects and the assignment of users involved can be set up largely automatically.

Microsoft SQL Server

SQL Server 2019 offers companies recognized good and extensive functions for building an analytical solution. Both data integration, storage, analysis and reporting can be realized, and through the tight integration of PowerBI, extensive visualizations can be created and data can be given to consumers.

News

TIMETOACT becomes OpenChain Partner

TIMETOACT becomes an official partner of OpenChain, a project of the Linux Foundation: With this partnership, the IT company qualifies to advise companies on the implementation of open source license management programs and to support customers adopting OpenChain ISO/IEC 5230.

Atlassian Enterprise Cloud

Enterprise-class scaling, security and governance for the Atlassian Cloud.

Managed service support for optimal license management

To ensure software compliance, TIMETOACT supports FUNKE Mediengruppe with a SAM Managed Service for Microsoft, Adobe, Oracle and IBM.

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Managed Modern Endpoint: Holisitic endpoint management

Diverse endpoints and applications, different user and IT needs: Endpoint management poses increasingly significant challenges for companies. Our holistic Managed Modern Endpoint approach helps establishing the fundament for a secure, future-oriented modern workplace.

License analysis and license consulting

Only well-founded information can serve as a basis for meaningful decisions or budgeting. Therefore, we are happy to offer you an inventory of your licenses and our experts will also analyze your infrastructure.

Produkt

Jira Cloud

Jira Cloud offers teams a flexible and scalable platform for project management and the planning and tracking of tasks.

TIMETOACT

TIMETOACT is a specialist for consulting and application development based on IBM software and open standards. The focus of our consulting services is on information architecture design, application and system architectures.

Containerisation with Open Source

Containerization is the next stage of virtualization and provides secure and easy compartmentalization of individual applications. The process of deploying an app has been simplified many times in recent years.

Workspace Security Assessment

Two of the most common topics for questions about Cloud services in general, and Google Workspace in particular, are security and data protection. We take both topics very seriously and offer the Workspace Security Assessment Workshop, a Google-standardized format for optimizing security settings to meet enterprise requirements.

Skills App - Maximize your company knowledge

The Skills App offers comprehensive skills management for companies of all sizes and helps you to make the best possible use of your employees' knowledge and skills. Quickly identify the ideal employees for projects and positions, expand your skills database and increase your competitiveness.

Skills App - Maximize your company knowledge

Standardize and optimize project management | Atlassian

With defined standard templates, you can easily optimize your project management and use BigPicture to keep track of the status of your project, dependencies between tasks, and the planning and workload of your team.

Tempo Customizing and Integration

Adapt Tempo for Jira to your needs and integrate your Atlassian time recording into the ERP landscape, such as SAP or HCL Domino, seamlessly.

Agile Transformation & New Work

Companies and their employees are operating in an increasingly complex, dynamic and uncertain environment. In such an environment, organizations can benefit from agility. The aim of New Work & Agile Transformation is to be able to react quickly and purposefully to predictable and unpredictable events. However, an agile environment is not created overnight. Resilience, flexibility and long-term success are the result of active transformation.

Timechanger: Bulk changes to worklogs in Jira Datacenter

Adapt Tempo for Jira to your needs and integrate your Atlassian time recording into the ERP landscape, such as SAP or HCL Domino, seamlessly.With our Timechanger plugin, you can move worklogs in Jira Datacenter to another issue and another account via bulk change.

Technologie Übersicht

We are your partner around Snowflake

With the Snowflake Data Cloud, you manage your data centrally in one place. We are happy to support and advise you on Snowflake.

License and contract optimization

Based on the license analysis, we check the feasibility of potential savings from both a technological and commercial point of view.

IPG

Marco RohrerBlog

Blog

Bring IT service management and IAM systems together

How do companies bring their complex IT service management and IAM systems together in an end user-friendly way? In our interview, Clear Skye and the IPG Group show, how it works very easily

Walldorf Consutling

Transformation Execution

Walldorf Consulting supports companies across various industries in implementing state-of-the-art process organization in the cloud. Our focus is on key business processes such as Lead-to-Cash, Procure-to-Pay, Record-to-Report, and Project Fulfillment, as well as optimized data acquisition and interpretation. We combine our outstanding expertise in SAP cloud technology with our proven project methodology. This ensures that transformation and digitization projects are completed on time and within budget, and that new processes are firmly embedded in the organization.

Confluence from Atlassian

Create, organize, and collaborate on tasks - all in a single place. Confluence is a workspace for teams and organizations where you can store your documentation and collaboratively develop and share knowledge. Dynamic pages give your team a place to create, capture, and collaborate around projects or idea development.

Microsoft

We are one of the few companies with Microsoft Gold Partner status for Collaboration and Content. This status enables us to work closely with Microsoft and brings a number of benefits for our customers.

CLOUDPILOTS Software & Consulting GmbH

CLOUDPILOTS consults and supports companies in the transformation process of business processes and applications to the Cloud. Also, it assists in the implementation of Cloud based IT services (SaaS).

Third Party Integration

The concept of bringing together the most important information in a central Digital Workplace platform (HCL and beyond) is now being continued with the ICEC Atlassian Confluence & Jira integration.

AUTOPILOT Business Class

Business is our upgrade to Economy. This version includes a few more features, such as the handling of incidents and standard changes (user, group, calendar and license management and Gmail settings) according to the fair use principle.

API Economy & API Management

Accelerated and secure provision of data and services opens up new business models, e.g. in the context of B2B, B2C. In addition, "internal API ecosystems" have become indispensable in the context of cloud-native architectures, microservices, Internet of Things and mobile use cases.

Automatic handwriting recognition for insurers

The recognition of handwriting works "out of the box". In addition, we support our customers in further document classification and extraction of specialized data so that it can be processed automatically.

Customer Relationship Management with Jira and Confluence

The TOPMOTIVE Group consists of Europe's leading companies for catalog and information systems and services in the automotive independent aftermarket. Creating, maintaining and displaying sales-relevant information in one system was the vision that became reality with the help of Atlassian tools.

IBM License Metric Tool (ILMT)

The IBM License Metric Tool (ILMT) is provided free of charge by IBM to ensure monitoring of IBM software in virtualized environments.

Digitization of the energy industry

The energy sector is undergoing an unstoppable process of change. Progressive digitization and the energy transition are causing traditional system and process boundaries to disappear.

IT strategy – A clear goal and the way to achieve it

The IT strategy provides you with the plan for the long-term development of your IT organisation, necessary technologies, processes and digital culture.

Rinat AbdullinBlog

Blog

Open-sourcing 4 solutions from the Enterprise RAG Challenge

Our RAG competition is a friendly challenge different AI Assistants competed in answering questions based on the annual reports of public companies.

Hyland

We are partners with Hyland. Hyland is a Gartner and Forrester award-winning leader in content services, enabling thousands of organizations to deliver better experiences for people.

ARS Golden 4

Agile development, DevOps, APIs and microservices are the state-of-the-art gold standards for their digital systems and products.

Target

News

target Symposium 2019

Our annual symposium took place on November 12 and 13, 2019. A total of 47 customers and prospects attended the event at the arthotel in Heidelberg’s old town.