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Monitor, measure, and manage your service performance through an ITSM framework.



Designing a service leans heavily on the service strategy and can indeed become a rather intricate task. Based on the strategy, the service catalogue and project portfolio should aggregate the overall value business seeks. In previous cooperation with IBM, PAAN-Group have implemented a method in designing IT services applying methods such as service oriented architecture method. This included the functional, logical, organisational and technical aspects of a service applicable within the boundaries of the contractual framework that may be in place. Such approach acts as a basis to consolidate the business requirements with the value-add of the service.

• Availability Management (Process)
• Capacity Management (Process)
• Service Level Management (Process)
• Service Catalogue Management (Process)
• Business Continuity Management (Process)
• Supplier Management (Process)
• Service Oriented Architecture (SOA) (Method)
• Data & Information Management (Function)
• Quality Management (Function)
• Application Management (Function)



• Ensure that new or existing services as well as
  architecture models are consistent to all other
  services as part of a strategic service catalogue
• Guarantees that roles, responsibilities, required skill
  sets as well as processes are able to support and
  retain your new or changed services
• Reduces your Total Cost of Ownership (TCO)
• Improves the quality and consistency of service
• Improves service alignment with business models
• Eases IT governance, Service Management and IT


Although quality is an integral part of planning services, it is the phase which most likely bears the brunt of actual quality execution. Our experts have extensive experience in building and transitioning a service into live operations. We can help you establish and execute service readiness gates through an underlying stabilization processes most suitable for a service coupled with specific service level agreements. This includes establishing quality criteria, key metrics and control mechanisms.


• Service Readiness (Transition to Support Planning) (Method)
• Service Asset & Configuration Management (SACM) (Process)
• Database Management: Configuration Management, Service Knowledge, Definite Media Library (CMDB, SKDB, DML) (Process / System)
• Change Management (Process)
• Release & Deployment Management (Process)
• Validation & Testing (Method)
• Knowledge Management (Process)



• Quick adaptation of new requirements and overall transition initiatives within your
• Reduction in unplanned outages and a higher success rate of changes and
  releases for your organisation
• Better predictions of service levels and warranties for new and changed services
• More transparency regarding the relation between business and organisation
  change plans


As the saying goes… “If you fail to plan, you plan to fail”. This in turn is directly linked to cost of quality (CoQ), as the later an issue is revealed the costlier it is to fix or eliminate. Service Support (e.g.: Service Desk, 2nd and 3rd Level Support) act as the operational control centres for inquiries coming from the business and the support processes need to ensure an uninterrupted service provision and a quick service restoration.

Over the past years, PAAN-Group have come to specialize on setting up support functions and teams from the ground up across the world, as well as optimizing and globalizing the according processes. With business impact and sustainable integration as one of the primary focus points, our clients have repeatedly confirmed their satisfaction with the way we approach such complex projects.

• Incident & Major Incident Management (Process)
• Problem Management (Process)
• Security Management (Process)
• Request Fulfilment (Process)
• IT Operations Control (Process)
• Monitoring & Event Management (Process)
• Service Desk (Function)
• Technical Infrastructure Management (Function)
• End-User Computing (Function)
• IT Operations Management (Function)



• Reduces unplanned resources and costs through better handling of service
  outages and identification of their root causes
• Enables your business and customers to add value from the services they are
  receiving by reducing downtime
• Enables better improvement and investment decision-making by providing
  operational results and data for decision support
• Enables users to improve their productivity or the quality of your business
  services and products by providing quick and effective access to
  standard and non-standard services
• Allows you to meet your organization’s security policy requirements by
  ensuring that IT services will only be accessed by those authorized to use


Albrecht-Achilles Strasse 5
10709 Berlin


Phone: +49 (0) 30 95 62 7964
Mobile: +49 (0) 152 2318 2497