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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.

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 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.

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

Our experts in Enterprise Solutions support your transformation to digitized service processes based on the market-leading Enterprise Service Management platform ServiceNow. We help you from the definition of the roadmap through the solution architecture and successful implementation to the stable application management and operation in a DevOps approach.

We help our customers to meet the constantly growing requirements for compliance, data protection and information security with appropriate concepts, processes, services and technical solutions. In doing so, we consider both your possibilities and framework conditions as well as the formal requirements.

We put our customers in a position to anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.

Service Management as a Service

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.

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

Service Management Outsourcing - using IT resources effectively

Outsourcing service management tasks can pay off for companies for various reasons: Internal resources are relieved and can thus better focus on their core business and drive innovation, the quality and availability of services are increased and thus also customer and user satisfaction. Last but not least, scalability enables flexible cost management and reduces time-to-market.

To ensure that our customers benefit from these advantages, we support them with Service Management as a Service by taking over tasks in (IT) Service Management. Our employees specialized in ITSM processes and applications work as an integral part of your team in the roles required in each case, provide the interfaces to other areas and actively promote your Continual Service Improvement.

In this way we can relieve you in your daily business and support you in the conversion of ITSM platforms, tools and processes or, together with you, pave the way for the strategic alignment of your IT services.

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The advantages of Service Management as a Service

Increase customer satisfaction

An active relationship with customers and consumers that promotes the ongoing business value of products and services

Accelerate time-to-market

Fast delivery of new/changed services and products while ensuring high quality and availability

Maximize ROI

A transparent portfolio of services, products and suppliers, actively managed on the basis of reliable and transparent KPIs, facilitates the maximization of return on investment.

Reduce TCO

A specialized and scalable team of ITSM experts ensures the timely availability of critical capabilities and functions - helping to reduce the total cost of operation.

SMaaS Service components

In the three modules - Core Services, Transformation Services and Strategic Services - you can choose from a variety of service components with different levels of maturity and put them together according to your specific needs.

Ideally, these services should interface with each other so that you can take full advantage of all the benefits of SMaaS. Interlocking enables fast communication, improves responsiveness, increases quality, and continuously optimizes the collaboration model of each service. 


Examples of possible services in the respective modules:


Exemplary content of the services

We determine the specific content of the services you select together based on your requirements. Possible services could be designed as follows:



Core Services

Relief and flexibility in daily business

Standard Reporting Services

Regular creation, quality assurance and provision of defined reports for the respective defined target groups

Data Quality Services

Quality check of ticket/CI data, data acquisition and follow-up, maintenance and documentation in the CMDB

Guideline Updates Services

Regular review & update of the essential process/tool related guidelines, standard operating procedures, FAQs.



Transformation Services

Active management and development of process and service capability

Customer Reporting Services

Creation and further development of customer-specific reports & dashboards, implementation of requirements/change requests that require process and tool know-how.

Training & Coaching Services

Development and implementation of regular training and awareness sessions for process participants for the transfer of knowledge about ITSM processes and tools - both in individual trainings, web-based trainings or training-on-the-job.

Center of Excellence

Planning and controlling of service and module-spanning sub-projects including the definition of roles, functions and responsibilities.



Strategic Services

Increase the business value of the ITSM organization

Process Manager as a Service

Assume the role of "Process Manager" for one or more ITSM processes in the customer organization. Representing the process at senior management level.

Project Management

Assumption of the role of "project manager" for controlling the planning & implementation of improvement measures on process, organization and tool level, responsibility for in-time, in-budget and in-quality delivery of ITSM projects

Strategic Advisory Services

Planning and implementation of the medium or long-term roadmap for the customer's ITSM system. Execution of business value assessments, preparation & coordination of business cases at senior management level.

The iTSM Group as your service management provider - everything from one source


Our experienced team has the know-how and manpower required to provide you with targeted support - regardless of the tools or technologies used


As an established provider of training in the IT sector, we also ensure the training and further education of your employees with regard to processes and tools

Remote & Secure

As a consulting company with TISAX certification, we are also able to comply with the highest security standards as a remote service provider.


Our experts and consultants are certified according to a number of standards such as DevOps, CCNA and ITIL®.

Downloads for Service Management as a Service

Your contact person:

Marc-Christian Weber

Manager of Process Operations

How can we assist you?

iTSM Group

ITSM Consulting GmbH
Am Kuemmerling 21- 25
55294 Bodenheim


Tel.: +49 6135 9334 0

iTSM Group

Softpoint Trusted Quality GmbH
Linzer Straße 16e
4221 Steyregg/Linz


Tel.: +43 676 738 6 752

iTSM Group

Trusted Quality Switzerland GmbH 
Schwyzerstrasse 2a
CH–6422 Steinen


Tel.: +41 44 567 61 00

iTSM Group

Trusted Quality NL B.V.
Hutteweg 24
7071 BV Ulft


Tel.: +49 6135 9334 0