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.

Future Service Enablement

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.

Our expert team, Digital Catalysts, is at your service to transform business innovation into the right strategies and solutions for your employees by adapting IT trends and advanced organizational models.

Typical customer requirements

As diverse as the digital possibilities are today, as diverse are the individual challenges of our customers. At the beginning of our work we are confronted with the following typical questions (excerpt):

  • How can we profitably expand our business model through the use of digital possibilities?
  • How do we create end-to-end service processes that are free of media discontinuity and close cases in order to increase transparency, decision-making ability and the degree of automation across all areas?
  • How do we create the "wow effect" in our customers' service experience that differentiates us from our competitors?
  • How do we accelerate the delivery of our products and services to customers without failing at our organizational silos?
  • How do we dynamize our own organization to accelerate decision-making processes, promote openness, transparency and trust, and attract and retain motivated employees?
  • How do our established governance functions need to change to foster innovation and agility within the organization without undermining the ongoing control requirements of both internal policies and standards and external contracts and legal requirements?

What does that mean for you?

There is no silver bullet or even a patent remedy. Every company has individual business models and requirements as well as other technological prerequisites. Smart communication and dynamic organisation as the key to efficient, lightning-fast networking of participants of all kinds (human, machine or artificial intelligence) across all borders: that is digitalisation! Information is boundless and independent of place and time; this is how global, digital value creation networks are created. Digital processes serve business transactions almost in real time. Without any loss of efficiency, digitalisation fulfils the ever tighter legal requirements. Time advantage through automation without media discontinuity is the competitive advantage of yesterday, today and tomorrow.

Our approaches

Our fast consulting group for dynamization and digitization, the Digital Catalysts, knows the digital technologies and markets partly since the beginning of the 90s. We know the interdependencies of technology and business processes as well as the challenges within the organization. Together with you, we design the digital markets of tomorrow and their multi-channel access. We support you in enriching your strategy and management with digital aspects. We support your organization in the agilisation as well as in the expectation and handling of 2-speed mixed forms. Furthermore, we have experienced consultants who accompany the transformation process in terms of cultural change. Last but not least, we have specialists who can help you to accelerate your value streams processually and technologically "digitally". Our set of mature methods reduces your risks and accelerates your learning curve.

Dignition QuickStepIn

If you want to get out of the starting block quickly, then book our one-day workshop. We generalize digitization in your management team and collect en passant the first Quick Wins and concretizations for the next productivity leap. Of course, you can also select each module individually. Our Digital Catalysts ignite the necessary energy in each phase to successfully complete the next steps.

Digital Vitality Check 360

The Vitality Check provides you with concrete & prioritized recommendations for action across all key dimensions that are tailored to your individual situation. For example, we analyze your market environment, your processes, your workflow and organizational structure as well as your IT architecture. We identify the potential for your market expansion, your efficiency potential and also disruptive approaches. Finally, you will receive a prioritisation profile in order to focus on the right screws.

Agile Service Management

"Start from where you are today and consider what you already have got." In accordance with this motto, we use our established ITSM360 method to determine the current status of your organization with regard to the support or establishment of agile working methods. On this basis, you will receive concrete suggestions on how you can further develop your organisation step by step through targeted measures, e.g. to increase the quality and efficiency of service provision, to increase the speed in the production of new products and services or to resolve process and media breaks between traditional and new agile organisational units.

The 8d-method

The customer as central driver creates pressure on the markets by experiencing at a point or his expectations. The general pressure in the context of digitization further exacerbates the situation and accelerates cultural change. As a result, the pressure passes to all market participants and forces them to publish their own innovations or copy innovations of other market participants ever more quickly.

The existing framework of legal requirements, technical possibilities or foreseeable trends opens up opportunities for early adapters to increase efficiency or seize new market opportunities earlier.

New technologies open up new opportunities for efficiency and competitive advantage. Here, short-cycle technology scouting is indispensable, optimal in the testing laboratory. Technologies such as cloud, mobile and IOT can only be discovered in the testing laboratory and tested for their special use. In MVP (Minimum viable Product) it is important to expect to act agile.

How can we support you?

Christian Rauch

VP Transformation Consulting Services

Our topics

In our focus topics, we are the holistic contact for our customers for the digital transformation of their services.

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