Focus

› Agile Transformation › Digital transformation › Information Security › Process Transformation › Service Management

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 › Organizational Change Management

› 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

ServiceNow®

› Now Platform portfolio › ServiceNow® Application Management › ServiceNow® Consulting › ServiceNow® Implementation › ServiceNow® Managed Services › ServiceNow® UX Design › ServiceNow® 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.

› ServiceNow® CSM › ServiceNow® CMDB › ServiceNow® HR Service Delivery › ServiceNow® ITOM › ServiceNow® IT Service Management

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.

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

Trainings for ITSM and project management

› Inhouse Trainings › ITIL® › PRINCE2® › Scrum › ServiceNow® › Simulations › Workshops › Online trainings

With our in-house trainings we support the development of the competencies of your employees specifically for your company.

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

› ITIL® (Version 5)

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

› PRINCE2® Project Management Foundation Online

› Scrum Fundamentals Online

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

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.

› Digital Learning Solutions › IT service management at a glance (EN) › ITIL® 4 Foundation Online › ITIL® 5 Foundation Online › PRINCE2® Foundation Online › Scrum Master & Product Owner Online

Knowledge

› iTSM assessments › Events › Guides › ITSM News › iTSM webinars › ServiceNow® Tutorials

In our iTSM assessments you gain a structured overview of your organization’s current state and identify specific areas for action.

› Ready for CMDB Discovery? › To what extent does the NIS2 Directive apply to you?

› Establishment of business continuity management › GBS Employee Workflows › HR Case Management › Identity Management Whitepaper › KPIs Optimizing Procurement › Risk Assessment Whitepaper › Service Catalogue Management › ServiceNow® ITSM: Incident triage in the Employee Center › Freeing up IT team capacities

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.

About

Get to know the iTSM Group

› Our Mission › Management › Career › References › Partners › Companies › Locations › Social Responsibility

Identity & Access Management

Complete control of permissions and access for better security

Increase the security of devices, systems and data through access control

Managing digital identities, their individual permissions, and access to resources has become an equally complex task due to complex IT systems, applications and data. Identity & Access Management (IAM) is an IT discipline that ensures that the right people have access to the right resources at the right time, while also preventing unauthorized access.

Identity management solutions that take advantage of your organizations IT infrastructure and platforms play an important role in improving IT security, compliance, and governance.

As iTSM Group, we support you in setting up a comprehensive Identity & Access Management in ServiceNow®, thus ensuring appropriate access and management of information and systems in your organization.

Infografik zu den Bestandteilen von ServiceNow Identity and Access Management

What is Identitiy & Access Management?

IAM is the combination of IT processes, policies, and technology solutions that enables an organization to ensure that only the right people at the right time can access business data and resources.

Whitepaper on optimising identity management

Identity governance as a necessary extension stage of organizations' digital transformations: Learn how to integrate identity management into digital processes that span your entire organization.

Download document

Screenshot aus der Anwendung von Clear Skye

Identity Governance and Access Management with ServiceNow® and Clear Skye

Clear Skye is an identity security solution built on the ServiceNow Platform. It provides optimized identity governance through access request, access certification, employee lifecycle automation, and business intelligence. Clear Skye provides deeper identity control and insights and builds a bridge between the business and IT.

It also provides greater clarity for IT security and audit teams by consolidating identity management with critical functions, such as ITSM, ITOM, CMDB, IRM and SecOps, in one central location.

Clear Skye not only enables proper access control but also extensive automation of processes throughout the entire lifecycle of digital identities and the subsequent use of business intelligence.

Identity lifecycle management

Ensures that users are able to access data in a policy-compliant manner and according to their access level in order to work efficiently.

Access requests and help desk

Reduces help desk workload and increases user satisfaction with clear processes for access requests.

Access reviews

Increase the speed and accuracy of access attestations and gain insight and control over which access levels are appropriate for users and groups.

Workflow management

Clear Skye enables IGA actions within the modern Flow Designer No/Low Code workflow system on ServiceNow and does everything an IGA program should do while improving your overall business.

Our partner in Identity & Access Management: Clear Skye

Clear Skye is the only identity security and governance solution built natively on the ServiceNow® Now platform. The application reshapes enterprise identity and risk management by providing organisations with better identity control and further bridging the gap between business and IT in their familiar user interface.

To the companies website

Case

Identity Access Management

Global investment company

Realignment of the IT organization based on ServiceNow®

iTSM Group supports a global alternative investment specialist based in Switzerland with nearly 700 employees in 13 locations worldwide in the comprehensive realignment of its IT service management with the aim of making a whole range of processes available across all business units with one service platform.

Challenge

Build an identity data warehouse of accounts, profiles, job roles, and entitlements with intelligent connections to Active Directory and Workday for a holistic and automated process approach.

Solution

By implementing ServiceNow® Workflows & Service Portal and Clear Skye's native ServiceNow® solution for Identity & Access Management, various manual processes in the context of Identity Management were simplified, standardized and automated. This resulted in a noticeable reduction of efforts and transaction costs as well as an improvement of security and compliance, which fit into the ServiceNow® platform without risking friction losses - for example, due to breaks in the user experience.

Case

ITSM and AMS

International financial services provider

For operational support and further development of the ITSM processes in the AMS area, our customer required extensive support in central release management, problem management and change management.

Services of the iTSM Group

Our experts provided support in consulting, implementation and communication of process changes. In particular, they helped with the conceptual design and further development of a release management platform, the adaptation of the problem management process, and optimization in the area of communication and handling in change management.

The creation of reports and trend analyses, training concepts and documents, as well as the provision of newsletters and release notes were also part of the work, as was support in operational knowledge management and special cross-departmental tasks, such as the migration of a new version of the ITSM tool used.

Benefit for the customer:

Increase in planned release implementation by approx. 25 %
Faster coordination and approval processes for planned release weekends by approx. 50 %
Traceable direct cost reduction through process optimization and quality increase between 5 and 10 %
Increase in data quality in the area of reporting and problem management by about 20 %
Reduction of user requests in relation to the problem management process by around 20 %
Concentration on the core business: On average, about 22 % of the customer's internal resources were freed up for other tasks.

IT Security

With our services in the area of IT security, we support our customers in ensuring the secure operation of their technical structures and in meeting the constantly growing compliance requirements arising from information security, data protection and risk management.

To IT Security