Dear Reader,
Today, Enterprise Service Management is far more than just efficient process control. It is becoming the strategic foundation for digital performance, resilient organisations and the successful deployment of artificial intelligence. It is precisely this transformation that we focus on in this issue of the Materna Monitor.
Under the theme ‘Elevate ESM’, we show how businesses and public authorities are rethinking service: as a connecting element between platforms, people and technologies. The focus is on modern service architectures, resilient digital infrastructures and the increasing use of intelligent AI solutions.
In the accompanying interview, we explore how platforms are becoming the backbone of modern organisations. Further articles demonstrate how cyber resilience extends far beyond traditional IT security and why autonomous AI and AI-supported service desks are bringing about lasting change in the world of service. This raises the increasingly pressing question of how AI agents can be meaningfully integrated and managed – from a technical, organisational and strategic perspective.
Numerous projects from the business and public sectors demonstrate that these developments have long been standard practice: from SAFEPol for the police, to the intelligent data agent at Amprion, to the XENTRY Support System at Mercedes-Benz, and the PLAIN DevOps platform for the federal administration.
This issue makes it clear: future-proof enterprise service management combines efficiency, security and innovation – and is thus becoming a crucial factor for the success of digital transformation.
We hope you enjoy reading it!
From the security concept, through the technical protection of the digital infrastructure, to the long-term safeguarding of security levels.
More than just technology – a question of freedom of choice.
Digital sovereignty is becoming a matter of strategic survival.
How AI service desks take the strain off organisations.
The new colleague isn’t human.
Secure and automated authorisation of patrol routes for the police.
AI agents as the link between data and processes.
A support system for the workshop of the future
Out of ticket chaos, into modern ITSM
Read fewer reports. Make better decisions.
Speed and security for policyholders and insurers.
DevOps platform for the federal administration.
AI-powered video surveillance.
AgIN Monitor: How farmer Jonas Becker is rethinking his fields.
The issues that are currently on our minds are wide-ranging: artificial intelligence, digital sovereignty and resilient infrastructure are just a few prominent examples. Yet, regardless of the specific subject matter, it is time and again evident that progress is made where different perspectives come together and are explored further through collaboration.
In this section, we offer insights into selected moments and say thank you to everyone who made them possible!
