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

Agile Service Management Scaling Agile

The iTSM Group is a holistic partner for the digital transformation of services and processes - from comprehensive consulting to implementation and operation.

Consulting for Digitalisation
Identity & Access Management

Aligning processes more closely with business objectives and ensuring the smoothest possible process organization, optimally complemented by digitization and automation of business processes - these are the strategic goals of our services relating to processes.

Business Process Management Digitalisation of business processes Process consulting

We provide you with extensive support in setting up and reorganizing as well as in operating your service management, thus contributing to quality services that act as an effective interface between offer and customer.

Agile & IT Service Management Customer Service Management Enterprise Service Management HR Management Software Service Management as a Service Service management trainings



The Now Platform is a powerful tool for digitising and partially automating your processes and services.

Here you will find an overview of the various fields of application in departments and industries. 

As a ServiceNow® Elite Partner, the iTSM Group and its subsidiaries are one of the most distinguished consulting firms for the Enterprise Service Management platform in Europe.

Here you can find an overview of our ServiceNow® consulting services. 

We support you in setting up and implementing ServiceNow® Cloud SaaS correctly - with a holistic approach at various levels.

Get to know our services in the context of ServiceNow® implementation.

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.

Increase the acceptance and use of your service portal with user experience design - for more satisfaction and efficiency in the company.

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

Trainings for the IT Infrastructure Library (ITIL® 4) - the globally recognized best practice model for implementing IT service management.

ITIL® 4 Foundation ITIL® 4 Foundation Plus

Training for the process-oriented method for project management, which is based on best practices.

PRINCE2® Foundation Online

Trainings on a variety of aspects of the cloud-based Now platform of ServiceNow®.

Operation of ServiceNow Customer Service Management Introduction Handling Scoped Applications Java-Script Coding in ServiceNow ServiceNow Asset vs. CI ServiceNow HR Workshop ServiceNow Best Practice Service Portal ServiceNow Reporting

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.

Apollo 13 Simulation Challenge of Egypt™ Grab@Pizza-Simulation ITSM around the World MarsLander® – an ITIL® 4 Simulation The Phoenix Project Simulation

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.

ITIL® 4 Foundation Online PRINCE2® Foundation Online

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.


Read more

Tips for the use and handling of ServiceNow®. Learn more about detailed questions regarding the use and optimization of the ServiceNow® service portal in short videos.

Enterprise Management

Manage and control organizations more effectively with digitalized services and processes


Effective enterprise management with the right platform

Cross-functional workflows, case-closing with full transparency on a single platform, integrative and therefore highly automatable, supplemented by self-services for employees - these are the requirements for ensuring effective corporate management in the 21st century.  

Enterprise (service) management platforms offer opportunities in various application scenarios - whether in IT or customer service, the legal department, HR or risk management - to record the processes that occur in each case and increase their transparency. As a result, they open up additional important perspectives and insights into processes within the company - benefiting management, project management and individual employees.

Our teams of certified and experienced developers and consultants quickly deliver measurable benefits without losing sight of your individual challenges. This is possible because we design people, processes, technologies and partners as a unit and put together our project teams in a customized and interdisciplinary way for you. With our services, we enable your organization to streamline and accelerate services in order to ensure the greatest possible innovation boost.

We support you on these levels:

Strategic consulting

In service management consulting, we support you at the strategic level in setting up or expanding your service management platform and dovetailing it with various specialist departments.

Service process optimization

Our experts work with you to analyze your service processes, streamline and accelerate them, and identify additional potential for digitalization and process automation.

Platform implementation

Our large number of certified developers, architects and consultants are the right team for the implementation and integration of various platforms for Enterprise Service Management.

Trainings & workshops

As an accredited training house, we train your employees in the use of tools and common methods and standards in our training courses for IT service management and project management.

ServiceNow® - the foundation of organization-wide service management

Cross-departmental workflows, case-closing with full transparency on a single platform, highly integrative and thus highly automatable, complemented by state of the art self services - this is the core of the ServiceNow® Enterprise Service Management.

In various deployment scenarios, whether in IT or customer service, whether in the legal department, HR or crisis management - the platform offers functionalities that connect people, functions and systems, accelerate innovation, increase agility and boost productivity.

The modular structure and the platform from the cloud make flexible adaptation to the needs of the respective organization possible.

The ServiceNow® portfolio at a glance

ITX Workflows

Customer Workflows

Global Business Services

Governance, Risk & Compliance

ServiceNow® ITSM helps deliver high-quality IT services and support to employees so that IT teams can properly support business users.

ServiceNow® ITOM with Artificial Intelligence for IT Operations (AIOps) enables proactive IT operations, high-performance business services and transparency

ServiceNow® ITAM automates the entire lifecycle of software licenses, hardware assets and the cloud. Optimize investments in technology assets and gain transparency at every stage of the asset lifecycle.

SPM enables business agility by tracking investments, projects, portfolios and resources across the organization. Ensuring close alignment with objectives to achieve maximum value

Customer Service Management enables your customers to interact mobile, efficiently and 24/7 with "AI"-supported self-services and provides your service agents with all relevant information centrally.

In Field Service Management​, we support you in offering your customers transparent and standardized services on site. Efficient planning of field service assignments has a positive impact on key KPIs and your employees have direct access to the data and service processes they need.

With ServiceNow® Legal Service Delivery, we help legal departments unleash the power of automation for legal workflows and master the digitalization of their legal operations.

ServiceNow® HRSD provides a consistent employee experience while improving productivity. The Employee Service Center provides your employees with an optimal experience in a single, modern and cross-channel portal.

Business Continuity Management via ServiceNow® reduces the downtime of business processes and ensures that regular operations can be restored as quickly as possible. 

ServiceNow® Integrated Risk Management provides you with transparency about current risks, enabling the organisation to react quickly and in a targeted manner.

Security incidents are reported manually or automatically in real time. Workflows are used to assign corresponding tasks to your responsible persons. This ensures that security incidents are processed quickly and damage is kept to a minimum. 

Your security operations team receives the information and plans needed to deal with threats in your context. Risk-based and in real time to prevent imminent risks from occurring.

Matching topics:

Service Management

We provide you with comprehensive support in setting up and reorganizing as well as in operating your service management, thus contributing to quality services that act as an effective interface between offer and customer.

To Service Management

ServiceNow® Operations

With Legal Service Delivery, the Now platform from ServiceNow® offers a connection between employees from specialist departments that require legal assessment and the legal teams that is integrated into your organization's system landscape. The comprehensive integration into governance or compliance processes, as well as the link to document management and eSignature software, make it possible to harness the power of digitalization for your organization's legal affairs.

ServiceNow® Legal Service Delivery

HR Management

Through our Human Resources Service Delivery (HRSD) services, we empower our clients to better align their strategic approach to a modern employee experience with a unified digital experience.

To HR Management

Guide: ServiceNow® employee workflows and documents

If you use ServiceNow® for employee workflows (Human Resource Service Delivery), you have a choice of three types of document templates: HR document templates, HTML document templates, and PDF document templates.

To help you find the right document template for your purpose, we show you here what features each can support and provide.

To the Download

New impulses for service management

Guides, webinars and tutorials in the iTSM knowledge area.


iTSM Knowledge

How can we support you?

The iTSM Group in Europe

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim


Telefon: +49 6135 9334 0

iTSM Group Great Britain

Trusted Quality UK Ltd.
1 Bartholomew Lane,
London, EC2N 2 AX

iTSM Group Netherlands

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


Telefon: +49 6135 9334 0

iTSM Group Austria

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


Telefon: +43 732 794479 0

iTSM Group Switzerland

Trusted Quality Switzerland GmbH 
Prime Center 1, 7th Floor
8058 Zürich


Tel.: +41 44 567 61 00

iTSM Group Romania

iTSM Trusted Quality S.R.L.
2 Mexic, Bl. 1, Ap. 17, sec. 1,
Bukarest, RO-011756


Telefon: +40 (744) 180499

iTSM Group Italy

Trusted Quality Italy S.r.l.
Via Leonardo Da Vinci 12
39100 Bolzano BZ

Centralized services with ServiceNow® GBS

In Global Business Services (GBS), we support our clients in optimizing service delivery and customer experience, focusing on the transformational value of a GBS organisation.


To Global Business Services