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

› 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® 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® › ServiceNow® › 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® Project Management Foundation Online

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

› ServiceNow® Administration Fundamentals › ServiceNow® Application Development Fundamentals › ServiceNow® CMDB Fundamentals › ServiceNow® Hardware Asset Management Fundamentals › ServiceNow® HR Fundamentals › ServiceNow® HR Implementation › ServiceNow® ITSM Fundamentals › ServiceNow® ITSM Implementation

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

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

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 › Companies › Locations › Partners › Management › Career › Social Responsibility

Process consulting

Increase business value for processes with a smooth process organization complemented by digitalization and automation

Process consulting for target-oriented management of service and IT processes

Handling complex processes with many participants, dependencies and documentation requirements is a major challenge for organizations and departments of all kinds. With simultaneous increases in expectations for their flexibility and responsiveness, these challenges have not become any smaller.

Regardless of whether, for example, in classic IT service management, customer service or crisis management, business processes must be regularly streamlined in many directions in order to remain efficient. At the same time, they must be filled with life by the organization.

With a wealth of experience from projects in various industries and specialist departments, we have the necessary tools to raise starting points for the documentation, optimization and digitization of your organization's processes and leverage potential with a constant eye on your value chain.

Process documentation

To ensure compliance with legal requirements and a transparent presentation of processes, these are recorded and documented - for example using the international standard BPMN 2.0 (Business Process Model and Notation).

Process optimization

By recording the processes, weak points, bottlenecks and potential for improvement can be identified and process KPIs determined, which are then incorporated into the BPM work breakdown structure to be designed.

Process digitalization

Based on the analysis of the business processes, potential for digitalization and automation can be identified, which can then be implemented in the respective platforms, such as Jira, ServiceNow® and other automation technologies.

From our process consulting services

Process digitalization

Based on the analysis of your business processes, we support you in their digitization and automation on the basis of various platforms. This potential is not just limited to tasks and events, but also affects decisions with the help of DMN (Decision Model and Notation).

Digitalization of business processes

Agile transformation

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

To agile transformation

IT Service Management

In IT service management, we support you in optimally aligning your organizational structure and processes and digitalize and automate common tasks in service management - using classic, agile or hybrid methods.

To IT Service Management

Our expertise for processes in different areas

IT Service Management

Improve the service experience, quality and productivity of your IT with ITIL®-based processes in IT Service Management (ITSM).

Industry & Manufacturing

Mastering the transformation to Industry 4.0 by accelerating processes in spare parts management with the help of artificial intelligence.

Administration and authorities

A constant eye on the legal framework, data sovereignty and security are important points in the digitalization of administration and its processes.

Project- and portfolio management

In Project Portfolio Management, to align project management even better with corporate strategy and to make project work more efficient overall - whether using classic or agile approaches.

Legal departments

In Legal Operations Management, we help legal departments unleash the power of automation for legal workflows.

Crisis management

Reduce response times with a ServiceNow® app for crisis management through the use of automated workflows and better visibility.

Finance sector

We are the holistic partner for wholesome IT service operations in banking and finance and help our clients in this area to transform their structures, processes and platforms - from consulting to implementation to ongoing operation.

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

Icon zur schematischen Darstellung eines Getriebes

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 supplier model
Support during implementation

Benefits for the customer:

Better control of suppliers
Transparency in the provision of services

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

Our articles on process optimization & digitalization

Public Relation

15.01.2024

The robe and the robot: the fusion of lawyers and AI

The legal sector has not remained untouched by the rapid development of technology in recent decades. The significance of the fusion of law and artificial intelligence is more than just the automation of tasks that were once laborious and time-consuming.

Management Consultant Enterprise Service Management

20.03.2023

Increasing the business value of IT through value stream mapping

Many companies face the challenge of increasing the business value of their IT. Value Stream Mapping (VSM) can support this by capturing and analyzing processes in their entirety. A bird's eye view of the value stream brings value creation and customer benefits into focus, which can lead to optimization and more efficient IT processes.