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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.

With our Customer Service Management (CSM) services, we help service organizations 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. 


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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.

Our experienced employees will lead you, detached from rigid theory and individual frameworks, to a modern Enterprise Service Management.

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.

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.

With our experienced management consultants from the Future Service Enablement division, we develop our own answers to the Enterprise Service Management of the future and help our customers to profitably use the possibilities and advantages of digitization in their own business and service processes.


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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.

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.

Digital Learning

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.

Your Challenges


The onboarding process should be carried out as efficiently as possible - no downtimes due to the induction of new colleagues, integration into new processes as quickly as possible and prompt instruction in important rules of information security, data protection and occupational safety.

Work processes

Employees must be trained for new work processes in the shortest possible time, often at different locations.

(Kopie 3)

Learning context

Different learning formats must be integrated into the appropriate context and made available in modified form.


Information often needs to be disseminated at short notice and in a clear format to be better retained in the flood of information.

Our solutions

Nowadays, digital working is a matter of course and it is hard to imagine everyday life without it. In this new digital age, the iTSM Group's digital portfolio is helping other companies to become more efficient and capable.

  • We produce digital content for you that fits your needs perfectly.
  • We offer interactive learning experiences, knowledge nuggets and context-specific learning formats.
  • We support you with our many years of practical experience in the conception of screenplays.
  • We deliver technical focal points that are broadly diversified, use-case-related and geared to the individual challenges of our customers.
  • We accompany you efficiently during onboarding processes or the rollout of tools
  • We support you in carrying out internal company surveys, the clear communication of company guidelines or the successful implementation of new processes in the company.
  • We offer coaching and, on request, provide you with our Learning Management System as a cloud solution.
  • We implement your content and deliver reliable reporting

Interactive learning experience

Full learning experience with learning goal control, quizzes and more

  • Alternative to Classroom Training
  • Provision in Learning Management System (LMS- internal/external) incl. reporting, e.g. outstanding execution, duration of course attendance
  • Simple quizzes up to evaluable knowledge queries incl. evidence
  • Systematic quality improvement of the course through quiz reporting*
  • Learning paths and individual course dynamics **
  • Variety through interactive elements, soundtracks, videos and more
  • Format: Scorm (1.2 or 2004)

Example: Process and tool rollout incl. knowledge query

Knowledge​ Nuggets

Short knowledge transfer in video format

  • Short insight into topics (up to 5 min)
  • Can be a tool tutorial with sound recording, anonymization and accompanying information
  • Provision platform independent (Wiki, FAQs, Sharepoint, Knowledge base)
  • Format: mp4 (or HTML)

Example: Open Incident in Self Service Portal

Context-specific learning formats

Short knowledge transfer in video format

  • e.g. ServiceNow Guided Tours
  • Context-related/guided help in the tool
  • Reporting possible
  • Creation with tool board tools
  • Role-based or auto-launching
  • Format: Tool-specific

Example: Navigation Help Using a Request Form in the Self-Service Portal

Our downloads to the topic

How can we help you?

Caroline Riedel

Manager of Digital Learning​