With our services in the area of Agile & IT Service Management we support our customers in the optimal alignment of the structural and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.

Make your business more responsive and flexible with agile approaches, create more business value for you and your customers and win with a faster time to market.

With our experience in integrated ITSM and DevOps environments, Scrum/Kanban and strategic focus on scaling agile, iTSM Group is the ideal partner for agile practices and organisational transformation. 

With our services in the area of Customer Service Management (CSM), we help service organisations to work in a customer-centric and efficient way.

With "AI"-based self-services, you enable your customers to interact mobile, efficiently and 24/7, while your service agents have all customer-relevant information available centrally - in every process step, across departments and up-to-date at all times.

With our services in the area of Governance, Risk and Compliance, we help our customers to meet the constantly growing compliance requirements from information security, data protection and risk management with suitable concepts, processes, services and technical solutions. 

In this way, we put our customers in a position to sustainably anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.

In an increasingly data-driven world, the classic methods and tools for handling IT operations are no longer sustainable.

With our IT Operations Management services, we support our customers in modernizing and transforming their IT operations and help them to reach the next level of automation.

With our services for Legal Operations Management, we support corporate legal departments in unleashing the power of automation for legal workflows and mastering the digitalisation of corresponding legal operations - from strategic consulting to implementation and operation.

In our joint venture smartvokat Trusted Quality, we bundle legal management and technical expertise for this purpose.

With our services in the area of Project Portfolio Management (PPM), we support our customers in better aligning their project management with the corporate strategy and in making project work more efficient overall - regardless of whether it is carried out according to classic or agile approaches. 

With our Application Management Service (AMS), we take care of the daily tasks involved in the operation of our customers' platform solutions - especially with regard to global ServiceNow® platforms. 

Our cross-project expertise and maximum transparency in our approach are the basis for a successful and trusting partnership.

With our services in Business Process Management, we support you in setting up, optimising and digitising the processes of your organisation, train and coach your employees for process-oriented thinking and automate individual process steps or entire workflows on the basis of various solutions.

With the combined expertise of experienced consultants and educational professionals, we offer digital learning formats that are tailored to your needs. These include interactive learning experiences, knowledge nuggets and context-specific learning formats.

With the iRESC application, we offer crisis teams and emergency managers a tool to overview and solve risks and problems in extraordinary situations.

Our workflow application simplifies the reporting of events and provides your staff with action plans for crisis management: easy to handle and automated in its control.

ServiceNow® as a Service is the ideal product for a quick entry into the digital transformation of small and medium-sized enterprises: We take care of the setup and configuration of your ServiceNow® environment, map your processes there, and enable tailoring to individual needs without long-term contractual commitments.

With Service Management as a Service (SMaaS) we take care of the daily tasks in the operative IT service management of our customers.

This way we make your internal staff available to work on important projects and urgent changes, while you can rely on a reliable service management basis.

IT Infrastructure Library (ITIL®) is a globally recognised framework for implementing IT-Service Management.

In our ITIL® training courses for v3 and ITIL® 4 you will learn the processes, organisational structure and tools necessary for operating an IT infrastructure and can become officially certified according to the globally valid standard.

PRINCE2® (Projects in Controlled Environments) is a process-oriented method for project management that is based on best practices.

In our PRINCE2® training courses, you and your colleagues learn the framework for successful projects and concrete recommendations for action for each project phase. In addition, you can also take an exam and receive your PeopleCert® certificate of the international standard right away. 

ServiceNow® is a provider of cloud-based software-as-a-service (SaaS) for enterprise service management.

In our ServiceNow® training courses, you will gain experience in using the software and learn how to map and optimize your work processes in ServiceNow®. As an authorized training partner of ServiceNow®, we also offer you the official certification.

Learn about the possibilities of ITIL®, PRINCE2® and DEVOPS in your company through playful simulations. Experience a fictitious space flight or increase the productivity of a pizza delivery company. In the process, many typical problems encountered in IT organisations become visible.

In our practical workshops, competent trainers support your organisation in integrating theoretical frameworks and software know-how into everyday practice.

Together with you, we develop solutions for the introduction, advise on the concrete design of processes

Our online training courses prepare you digitally, diversely and efficiently for your certification.

In the basic training courses for ITIL®, PRINCE2® and Security Awareness, you will be familiarized with the content with the help of case studies and quizzes and chapter questions - all you need is a computer or tablet with a stable internet connection.

The essential 4 impact dimensions...

...of digital transformation

Objectify and control your services

Based on our objective analysis and anamnesis of your existing service structures, we make your existing services transparent and thus billable and benchmarkable. This creates clarity for you, your customers and the supplying units, as well as for the financial management. As a result, we enable you to effectively manage your partners and service providers on the basis of targeted SLAs, clear service descriptions and supplier performance dashboards. We provide you with an overview of the supplier jungle and accompany service transitions and the onboarding/offboarding of service providers.

In short, we ensure the objective analysis of all services, the leveraging of potentials and synergies, as well as the customized, seamless integration and management of all sourcing partners involved.


Digitize and automate your processes

Our extensive expertise in IT consulting for companies from a wide range of industries enables you to increase the flexibility and efficiency of your existing services and processes through digitization and automation. In this way, we create efficient routines that generate resilient data across departments and thus significantly accelerate the processing times of procedures. In addition, we realize automation potentials and thus create quality increases and cost reductions. As a consequence, we enhance the service experience of your customers and enable mobile, efficient and 24x7 interaction with self-services and self-help. By supporting you in important architectural decisions, we enable you to lay the technological foundation for making your business and service processes more flexible.

In short, we enhance your customers' service experience by designing attractive digital customer touchpoints.

Enable and move

We live and operate in a working world that is characterized by volatility, uncertainty, complexity and ambiguity. Digitization and automation potentiate and concretize the associated fears and concerns of employees. We show our clients' employees the true potential behind these developments, namely the opportunities and importance of creativity, collaboration and communication in the digital transformation. People as customers and employees are once again placed at the center of interest and all activities. That is why we empower employees with the right methods, the right tools and the right skills at the right time to generate the greatest possible corporate and personal benefit and thus not only keep pace with the constant changes, but also help shape them. Together with our clients' employees, we create the guardrails for transformation into an agile, dynamic organization that provides security for employees, teams and managers.

In short: We inspire and move people. We make the digital change happen!

Optimize and accelerate

We identify the weak points along your value chain and streamline and accelerate your services and processes through the targeted identification and elimination of bottlenecks as well as limitations and non-value-adding activities. With our knowledge and application expertise of market methods, good practices and industry standards, we accelerate your projects significantly. In doing so, we take your specific risks into account and create transparency and the ability to act through suitable control systems. If required, we can also take on operational tasks in process management, giving you the freedom and decision-making ability you need on a day-to-day basis.

In short, we combine the existing with the new and create customized technical and process innovations.

Your contact person

Christian Rauch

VP Transformation Consulting Services

Expertise and innovations for
enterprise service management

Master the comprehensive digitization of your services and processes.


To Enterprise Service Management