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Focus

Our focus topics
› 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
› 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®

ServiceNow®
› Now Platform portfolio › 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. 

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
› ITIL® › PRINCE2® › Simulations › Workshops › Digital Learning Solutions

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

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

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.

Knowledge

Read more
› ServiceNow® Tutorials › Webinars

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.

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Business Process Management

With Business Process Management, processes are more closely aligned with business goals and aim at achieving the smoothest possible process organization, which can be optimally complemented by digitization and automation of business processes.

Homepage / Focus / Process Transformation / Business Process Management

With BPM to digitalisation of business processes

What is Business Process Management?

Business Process Management (BPM) is a systematic approach to capture, design, execute, document, measure, monitor and control both automated and non-automated processes in order to sustainably achieve the goals aligned with the corporate strategy. Thus, a higher process quality, faster process times and a higher data consistency should be achieved.

We support you with our services in Business Process Management in building up, optimising and digitising the processes.

Why Business Process Management?

Business Process Management not only aims to improve business processes. Organisational hurdles created by the classic organisational structure are removed by BPM. Process workshops with process participants from different organisational units contribute to building a uniform understanding of processes. Cross-departmental communication is promoted and organisational silos are dismantled.

Business Process Management is a cross-cutting function and should permeate the entire organisation. Nevertheless, BPM can be done on a large or small scale - from the analysis of a complex value chain to the implementation of a technical sub-process.

The added values of Business Process Management at a glance

Knowing and understanding one's own processes are key factors when it comes to using resources efficiently, managing complexity successfully and driving digitalisation forward. How exactly can BPM support these requirements?

Transparency in processes

Dependencies and responsibilities, process steps and associated risks become more transparent. By measuring defined KPIs, you are aware of current developments and have the basis for analysing and optimising the process organisation.

Process efficiency

BPM aims at raising potentials to reduce the cycle time of processes while involving as few resources as possible and increasing the quality of processes and their product.

Process automation

A structured survey and analysis of processes enables the targeted identification of automation potentials in order to accelerate time-consuming manual process steps and avoid processing errors.

The BPM services of the iTSM Group

Establish Business Process Management

We work with you to set up process management for your organisation - centrally or decentrally. To this end, we conduct BPM workshops and define vision, goals and the necessary strategy with you, provide assistance in building your process map, implement roles and responsibilities for your BPM and help with training and coaching to expand process-oriented thinking in your organisation.

Optimisation of business processes

We record the processes in your organisation and identify weaknesses, bottlenecks and potential for improvement, determine process KPIs with you so that you can control and monitor your business processes and design a BPM work breakdown structure.

With our project experience, we can also take over the project management of the corresponding BPM project in your organisation - no matter whether according to classic, hybrid or agile methods.

BPM tool selection

We work with you on the concrete requirements that a BPM platform has to fulfil for your organisation and support you in the selection of a suitable BPM tool - independently and exactly according to your needs. You will also receive an introduction to tools such as ARIS, Signavio or Bpanda.

Workflow Management

Based on the analysis of your business processes, we support you in the digitalisation and automation of your business processes on the basis of various platforms, such as Jira, ServiceNow®, Camunda or other automation technologies. These automation potentials are not only limited to tasks and events, but also concern decisions with the help of DMN (Decision Model and Notation).

On digitalisation of business processes

BPM Trainings

We also train you and your employees in the application of the Six Sigma process improvement methodology, BPMN 2.0 or other methods for systematic process implementation.

Industries Project Example

Precision Engineering

Challenge: With the introduction of SIAM-based supplier management, roles, responsibilities and processes changed. The change process revealed new challenges that had to be solved together with the ITSM Group.

Focus: Supplier management, SIAM

Solution/Performance iTSM:

  • Elaboration of the Delta for a functioning SIAM
  • Workshop and moderation on role definition with IT operations and IT governance
  • Recommendations for action for optimization of SIAM, in particular with regard to soft skills in provider management
  • Coaching of service integrators and preparation of guidelines for provider management (hard and soft skills)

Benefits for the customer:

  • Reduction of expenses for service owners through more efficient provider management
  • Reduction of IT operations costs through leaner process design
  • Fewer escalations from business through smooth service delivery

Industries Project Example

Logistics

Challenge: Due to a merger and the associated restructuring, processes must be adapted, optimized and anchored in the new organization. The goal is a service-oriented IT organization.

Focus: ITSM Organization, Value Stream Analysis

Solution/Performance iTSM:

  • Analysis of end-to-end processes for value generation
  • Design of the activities along the value streams
  • Implementation of the new processes

Benefits for the customer:

  • Reduction of expenses by focusing on the customer
  • Reduction of effort through leaner process design
  • More acceptance within the organization

Industries Project Example

Automotive

Challenge: Due to the growing organization a large number of service level agreements are available. It is difficult to control the service providers and to create a uniform reporting system.

Focus: Reporting, SLM, Supplier Management

Solution/Performance iTSM:

  • Analysis of contracts
  • Demonstration of a possibility for uniform reporting
  • Support in the development of a suppler model
  • Support during implementation

Benefits for the customer:

  • Better control of suppliers
  • Transparency in the provision of services

Case

IT centralisation

North Rhine-Westphalia Justice Department

Centralisation of the IT operations of the judicial authority in NRW

The iTSM Group supports the state of North Rhine-Westphalia in meeting the requirements of electronic legal transactions (ERV) and the electronic file in various projects and sub-projects:

Organisational level

Preparation of staffing requirements planning with regard to the strategic objectives and requirements and recording of work packages at operational level and optimisation of existing processes for better alignment with the strategic objectives

.

Technical level

Conceptualisation, planning, construction and operation of all technical infrastructure components of a highly available, fully redundant data centre (RZ)

.

Process level

Conceptualisation of the security concept for IT operations, preparation of guidelines and other documents with regard to an ISO 27. 001 certification and support in the introduction of various administrative and ITIL® processes such as release management, configuration management, etc. as well as advice on the further development of the ITSM tool used at the client

Suitable Workshops:

Methods of process implementation and optimization

This 1-day workshop depicts methods for the systematic process implementation and enables you to be able to detect often occurring organizational obstacles and to overcome them.

To the workshop

Read and understand BPMN 2.0

In our training workshop BPMN 2.0 you will get to know the language for standardized process documentation and learn how you can use it to optimize and digitize your processes.  

To the workshop

Mission Statement

With our BPM services we re always aiming to make your organisation more efficient, flexible and responsive to changing market conditions in order to better meet the needs of your customers.

Do you have any questions?

Tobias Beckmann

Head of Digital Services Advisory

Tobias.Beckmann@itsmgroup.com
+49 6135 9334 0

How can we support you?

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The iTSM Group in Europe

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim

 

Telefon: +49 6135 9334 0
E-Mail: info@itsmgroup.com

iTSM Group Great Britain

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

info@itsmgroup.com

iTSM Group Netherlands

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

 

Telefon: +49 6135 9334 0
E-Mail: info@itsmgroup.com

iTSM Group Austria

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

 

Telefon: +43 732 794479 0
E-Mail: kontakt@softpoint.at

iTSM Group Switzerland

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

 

Tel.: +41 44 567 61 00
E-Mail: info@trusted-quality.ch

iTSM Group Romania

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

 

Telefon: +40 (744) 180499
E-Mail: office@trusted-quality.ro

iTSM Group Italy

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

info@itsmgroup.com