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Service Management Design

To realise value from the cloud and evolve in a changing ecosystem, organisations must transform their IT departments into modern service management practices.

Establish an agile and cost-effective way of delivering IT services

Cloud is a shared responsibility. The age of infrastructure and application life cycle, where central IT organisations do all the acquiring, managing, optimising, supporting and decommissioning, is coming to an end. Modern service management means new processes, roles and responsibilities.

Key features:

  • Service desk 
  • Normal incident management
  • Monitoring
  • Major incident management
  • Evergreen management (change management)
  • Administration & feature management

Integrate new services into your IT portfolio to change your IT service management

In enterprise environments, services need to be integrated into existing IT portfolios and IT operations strategies. Roles, responsibilities and activities need to be understood, mapped and allocated. However, traditional IT departments are constructed to build solutions requested by business rather than consume, package and provide services to consumers.

IT oversight requirements change when a business acquires cloud services. Having a partner to analyse the status quo and supporting transition from a pre-cloud service organisation to a modern service management organisation saves you a lot of time, frustrations and money.

  • Reduced costs thanks to actively managed outsourcing and scalability of services
  • Increased agility enabling business to respond to changing trends and demands
  • Service improvements for your users on a continuous basis
  • Greater employee satisfaction because service provides a better experience


Modern Workplace services

Our modular service map helps you shape your modern workplace transformation programme and assures thorough implementation of customised tools and technology.

Check out our service offering. 

Contact us

Urs Küderli

Urs Küderli

Partner and Leader Cybersecurity and Privacy, PwC Switzerland

Tel: +41 58 792 42 21

David Gehring

David Gehring

Cloud Security Lead, PwC Switzerland

Tel: +41 58 792 77 47