Enterprise Service Management (ESM) with Axsos

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How does the implementation of Enterprise Service Management with Axsos AG work?

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How does the implementation of Enterprise Service Management with Axsos AG work?

The process begins with an initial consultation and a thorough analysis of your existing service processes. The Xurrent platform is then customized to meet your specific requirements before implementation and data migration take place. Targeted training and a structured enablement program ensure that your employees are confident working with the new platform right from the start. Even after go-live, Axsos AG continues to support you with ongoing assistance and continuous optimization as a reliable partner for sustainable service quality.

What is Enterprise Service Management, and what benefits does it offer businesses?

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What is Enterprise Service Management, and what benefits does it offer businesses?

Enterprise Service Management (ESM) applies proven ITSM principles to all service-oriented areas of a company, from IT and HR to facility management, finance, and procurement. The goal is to standardize and automate service processes across departments, reduce manual effort, and measurably lower error rates. As a result, companies not only gain efficiency but also the stability and transparency that modern organizations need to focus on their core business.

How does ESM differ from traditional ITSM, and who is it suitable for?

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How does ESM differ from traditional ITSM, and who is it suitable for?

Traditional ITSM is limited to the IT department. ESM extends this concept to all service-oriented areas of the enterprise, enabling end-to-end digitalization with cross-functional SLA management and comprehensive reporting on a unified platform. ESM is particularly well-suited for medium-sized companies with increasing service complexity, as well as for larger organizations that want to bring together different departments on a shared, scalable solution.

What measurable results does Axsos' ESM platform, Xurrent, deliver?

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What measurable results does Axsos' ESM platform, Xurrent, deliver?

The ESM platform Xurrent delivers concrete and measurable results right from the start. Companies benefit from up to 30% in potential savings through automation, a guaranteed go-live within 90 days, and 99.99% platform availability. Comprehensive KPI monitoring, standardized workflows, and seamless compliance traceability provide the transparency necessary for reliable management of the entire service delivery process. The modular architecture ensures that the platform grows flexibly to meet your company’s evolving needs.

  • Holistic service processes for companies in the SME sector and beyond

Standardize and automate service processes with Axsos

In a digital world, enterprise services are no longer a standalone discipline. WithEnterprise Service Management (ESM), not only IT services but also processes in areas such as HR, facility management, and finance can be efficiently designed, automated, and transparently managed. Axsos AG supports you throughout this process with itsESM platform, Xurrent, from the initial analysis through to successful implementation.

  • Why a Unified Platform Is Essential

Challenges in service provision

Many companies struggle with the same problems every day:silo mentalityin functional departments, a lack of transparency regarding service requests, and manual, inefficient processing workflows lead to increasing administrative burdens and declining service quality. Without a centralized platform,SLA managementremains complex and service quality difficult to measure.

With a modernESM solutionbased onXurrent, you can address these challenges head-on: centralized management of all service requests, standardized workflows, automated escalations, and measurable service quality throughKPI monitoring.

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WithESM, you can standardize service processes across all areas of your organization and reduce manual effort through targeted automation. Internal and external services are seamlessly integrated, processing times are shortened, and error rates are measurably reduced. At the same time, you ensure adherence to internal and external compliance requirements and gain the transparency that modern organizations need through comprehensive reporting. A central digital platform serves as the stable foundation for all subsequent steps.

The process begins with aninitial consultation and a thorough analysisof your existing service processes. TheESM platform Xurrentis then customized to meet your specific requirements before implementation and data migration take place.We guaranteeago-live within 90 days. Training and targeted enablement ensure that your employees are confident working with the new platform right from the start. Even after that, we’ll continue to support you with ongoing assistance and continuous optimization.

ESM is particularly well-suited formedium-sized companieswith increasing service complexity, as well as for larger organizations that want to bring together different departments on a common platform. Across all sectors, companies in manufacturing, services, and government benefit from a unified, scalable service solution.

  • APCOA Deutschland GmbH

Reliable IT Infrastructure for the Opening of BER Airport

For the opening of Berlin Brandenburg Airport, APCOA’s entire parking infrastructure had to be up and running on schedule. Axsos completely modernized the scalable IT infrastructure: outdated servers were replaced, the network design was optimized, and new services such as FlowANPR and digital taxi management were integrated. This gave APCOA the stability and reliability it needed to focus on providing dependable service to millions of travelers.

The Success Story
  • APCOA Deutschland GmbH

Modern Controlling Instead of Manual Spreadsheet Maintenance

APCOA’s controlling team was working with error-prone Excel reports and lacked standardized processes. Axsos implemented a complete Power BI environment and converted existing reports into automated dashboards. Recurring analyses now update automatically. The controlling team now has more time for strategic tasks rather than routine work and makes decisions based on transparent, standardized data processes.

The Success Story
  • Railway and Transportation Union (EVG)

Manage 400 cases securely, transparently, and automatically

EVG used to manage the process for reporting supervisory board appointments for over 400 positions manually using Excel and email. Security risks associated with the exchange of sensitive compensation data and a high administrative burden were weighing on the organization. Axsos developed a secure web application with automated workflows, a protected in-process chat feature, and centralized control. Today , the entire process is audit-ready, transparent, and secure.

The Success Story
  • Railway and Transportation Union (EVG)

Secure data management that reduces the workload for members and staff

For a long time, the EVG managed member data manually via mail and email. This led to errors and delays. Axsos developed a secure digital member portal that allows members to manage their own data directly. Automatic validation reduces sources of error, and a complete change history ensures transparency. This significantly reduces the workload on administrative staff, freeing them up to focus on value-added tasks.

The Success Story
  • Railway and Transportation Union (EVG)

94% automated: Membership verification with measurable results

Rising application volumes and manual verification processes across two systems were placing a significant burden on EVG’s case processing. Axsos implemented a rule-based, automated verification process using encrypted web services and a central process dashboard. Today, 94% of all verifications are handled automatically. The ROI was achieved in just three months. A scalable solution that grows with EVG’s needs.

The Success Story
  • Hosokawa Alpine

98% Customer Satisfaction in Three Months: How Hosokawa Alpine Revamped Its IT Services

Hosokawa Alpine was using siloed systems without a shared database. KPIs were barely visible, and decisions were based on experience rather than data. Axsos implemented Xurrent as a central ITSM platform, featuring a structured service catalog, a self-service portal, and customized KPI dashboards. The result: 98% customer satisfaction and a full rollout in three months.

The Success Story
  • Gustav Magenwirth GmbH (Magura)

IT Security as a Strategic Foundation for Growth and Partnership

As a Bosch partner, Magura faced clearly defined security requirements: a robust information security management system (ISMS) and TISAX certification. Axsos worked with Magura to develop a cloud-based ISMS and establish a security awareness program that embeds IT security throughout the entire company. Within eight to nine months, IT security became an integral part of the company’s culture.

The Success Story
  • Oxfam

Digital educational initiatives that remain effective even under difficult conditions

Oxfam coordinated training programs for 29 partner organizations in Palestine, Gaza, and Jerusalem using manual email and Excel processes. There was no central platform for course management, learning progress tracking, and reporting. Axsos developed a secure digital education portal with automated registration and integrated Power BI reporting. The organization is achieving time savings of 60 to 70% and has gained a scalable foundation for its educational work.

The Success Story
  • From IT to Finance: ESM Brings Structure to Every Department

For which areas is ESM particularly suitable?

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IT department

Traditional ITSM, as well as incident, change, and problem management, run on a central platform. Service requests are automatically prioritized, tracked transparently, and processed according to clearly defined workflows.

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HR Services

Onboarding processes, absence management, and employee inquiries are handled in a standardized manner. New employees receive the right support from day one, without the need for manual back-and-forth coordination.

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Facility Management

Repair and maintenance requests, as well as all facility management tasks, are handled through a standardized service catalog. Response times are noticeably shorter, and responsibilities are clearly defined at all times.

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Finance & Accounting

Travel expense reports and budget approvals are processed entirely digitally and in a traceable manner. Approval processes are automated, and compliance requirements are met at all times.

  • What Companies Actually Gain from Xurrent

Measurable results right from the start

Axsos’sESM platform, Xurrent, not only provides structure but also delivers concrete and measurable results. Companies benefit from up to30% cost savingsthrough automation, a guaranteedgo-live within 90 days, and99.99% platform availability.

Whether it’s cost reduction, faster processes, or seamless compliance: With comprehensiveSLA and KPI monitoring, you can maintain a clear overview of your entire service delivery at all times. The platform has a modular design and scales flexibly to meet your company’s evolving needs.

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  • Cost Reduction: Up to 30% in potential savings through automation
  • Rapid Implementation: Go-Live Guaranteed Within 90 Days
  • High Availability: 99.99% platform availability
  • Scalability: Modular and expandable to suit any company size
  • Process Optimization: Standardized Workflows Across All Areas
  • Compliance & Transparency: Full Traceability of All Service Processes
  • Everything You Need to Know About ESM and Xurrent

Frequently Asked Questions About Enterprise Service Management

ESMis the application of ITSM principles to all service-oriented areas of a company. The goal isto standardize and automate service processes across departments. This should be done on a unified platform that creates transparency and efficiency throughout the entire organization.

TraditionalITSMis limited exclusively to the IT department.ESMextends this concept to all service-oriented areas of the organization, such as HR, facility management, and finance. This enables end-to-end digitization of all service processes, complemented by cross-functional reporting and consistentSLA management.

In general, all service-oriented departments benefit from ESM—from IT and HR to facility management, finance, and procurement. ESM is particularly well-suited for medium-sized companies with increasing service complexity, as well as for larger organizations that want to integrate various departments onto a single platform.

Thanks to preconfigured modules and ourgo-live guarantee, implementation typically takes place within90 days. The project process includes a comprehensive analysis of your service processes, customization of the platform, data migration, and training and enablement for all employees. Even after go-live, we’re here to support you with ongoing assistance.

ESM significantly improves efficiency, reduces costs, and provides transparency on a scalable, user-friendly platform. WithXurrent, you get comprehensiveKPI monitoring, a structuredservice catalog, and SIAM functionality for managing external service providers—all in a single solution that grows with your business.

  • Your Path to Efficient, Connected, and Future-Ready Service Processes

Get started now with Enterprise Service Management from Axsos

Are you looking to modernize your service processes, connect departments, and drive digital transformation? With theXurrent ESM platform, we offer you the ideal starting point, including consulting, implementation, and ongoing support.

Companies that adoptEnterprise Service Managementgain more than just efficiency: they gain stability, transparency, and the freedom to focus on their core business. Axsos AG supports you as a trusted partner—from the initial analysis through successful implementation to ongoing development.

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Jamil Isayyed

Jamil is an experienced digital process professional, has a rich international background in the information technology and services industry spanning Germany, Greece and Palestine. He holds a Bachelor's degree in Computer Science and a Scrum Master certification from the Scrum Alliance with a focus on Computer Software Engineering. Jamil is passionate about leading and building high-performance teams that deliver exceptional experiences and create valuable opportunities for clients. In addition to his main role, he is the Director of Axsos Academy GmbH. In this role, he leads a dynamic German-Palestinian bootcamp designed to help young people enter the IT market and build a successful career.

Bernd Length

Bernd Länge has been working in the IT industry for over 20 years and advises clients and interested parties on cyber security issues as well as on the development and implementation of information security management and data protection. In this role, he acts as an external data protection and information security officer for clients. It is important to him to take a pragmatic approach and work closely with clients, partners and vendors to ensure that clients' enterprise security is up to date.

Martin Müller

As a technology enthusiast and committed leader, he has been helping companies in the IT sector to shape the future of work for over 20 years. Thanks to his quick thinking and ability to develop effective solutions, he is able to formulate a clear vision of what our future way of working will look like. Step by step, he overcomes challenges and drives us forward into the future. However, he does not accomplish these tasks alone. He has a competent team that he trusts completely and can rely on. Together they overcome every hurdle! Through positive, critical thinking, the second-best solution often leads to incremental success - after all, even an empire wasn't built in a day. This approach makes him unique in his role and he looks forward to working with you on the path to the future.

Rolf Stephan

His enthusiasm for information technology led Rolf to study computer science and graduate from the University of Karlsruhe, now the KIT / Karlsruhe Institute of Technology. Rolf has been working in the IT sector ever since and knows the industry inside out - both nationally and internationally. For more than 25 years, he has focused on international cooperation between experts across all cultures. He also pursued this approach in the first company he founded, AD Solutions AG, which quickly developed into a renowned international IT service provider with several branches in Germany, Switzerland, Austria and the USA. Rolf Stephan has been General Manager since 2010 and CEO of AXON IVY AG, headquartered in Switzerland, since 2021. He has been an investor, shareholder and Chairman of the Supervisory Board of Axsos AG since 2009.

Frank Müller

Frank is a passionate IT expert and visionary entrepreneur. He loves and believes in peace and freedom. For him, these values are more than just words. They are the result of great awareness, responsibility and a solid foundation. His foundation is his faith in Jesus and his unconditional love for people. Frank builds his great visions on this foundation, such as his commitment to peace in the Holy Land. He is not afraid to realize creative and unconventional ideas, such as founding a medium-sized company that spans four countries and cultures and offers its employees a great deal of freedom. Founding a bootcamp academy in the midst of the coronavirus pandemic is certainly one of these ventures. Through these efforts, Frank creates new innovations and added value for his customers and the people who travel with him. With more than 32 years of IT experience and 15 years as an entrepreneur, Frank helps other entrepreneurs focus on their core business and translate their needs into technology opportunities and implementations. His team and he can translate these requirements into a customized IT strategy, processes and technologies. Frank always has a heart for the people he supports and wants to encourage them to break new ground and develop their potential. Frank is open to exchanging ideas with people who see values not as CSR or marketing chatter, but as the basis of their actions. He seeks contact with people who want to change the world for the better. He also welcomes those who are looking for support from him or his team on their journey into the cloud, digitalization or the use of AI.