With our leading expertise in service management, we - the iTSM Group - have been supporting more than 750 national and international customers in mastering their digital services holistically for more than 20 years. With a constant eye on optimizing the organization's performance and making processes measurable and controllable according to clear quality criteria, we always think in terms of solutions, implement them and produce results that generate verifiable benefits for you.
In doing so, we help with the optimal alignment of the structural and process organization, digitize and automate common tasks in service management - whether with classic, agile or hybrid methods.
We succeed in this because we design people, processes, technologies and partners as a unit and put together our project teams in a customized and interdisciplinary manner for you. With our services, we enable your organization to streamline and accelerate services to ensure the greatest possible innovation thrust.
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.
Our experts work with you to analyze your service processes, streamline and accelerate them, and identify additional potential for digitalization and process automation.
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.
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.
With our expertise in process management, data protection and IT security, we are an experienced and comprehensive partner in service management for the digitalization of administration.
Enable your customers to interact mobile, efficiently and 24/7 through a Customer Service Management with AI Self Services and provide your service agents with all relevant information centrally.
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.
Thanks to Field Service Managements, employees in the field can be provided with the right information at the right time and routes can be planned more effectively.
We support you in the digitization and networking of relevant business processes and services as well as the more efficient integration of your employees via an enterprise service management platform.
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.
Our experts analyze your service processes with you using a method and identify bottlenecks, limitations and activities that do not add value. On this basis, we optimize in a targeted manner, streamline and accelerate the relevant processes, and identify additional potential for process digitization and automation.
In our trainings and workshops we educate you and your colleagues on software and frameworks in the field of IT service management and project management and certify according to official standards.
With our Service Management as a Service (SMaaS) services, we take care of the day-to-day operational IT service management tasks of our customers.
We make your internal staff available to work on important projects and urgent changes, while you can rely on a reliable service management basis.
Present your IT services to your customers and improve customer relations and service orientation. With the service catalog, you can also optimize the allocation of costs and revenues according to the source and form the basis for a business impact analysis.
iTSM Group supported a global manufacturer of fluid & air filtration systems with over 80 locations in realigning its ITSM platform and building a unified IT Operations & Asset Management based on ServiceNow®.
ServiceNow® was already being used as a ticketing tool as part of IT support. Many of the elements used were adapted to user behavior and were scaled back to the manufacturer standard in a first project phase so as not to jeopardize the future scalability of the platform. In parallel, IT operation and asset management was set up, which was integrated into the current processes in the second project phase.
Global Investment Company
The iTSM Group supports a global alternative investment specialist based in Switzerland with almost 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 areas with one service platform.
Consolidate disparate processes onto a single platform that ensures a consistent user experience to improve productivity through workflows and automation.
By implementing ServiceNow® Incident, Problem & Request Management as well as ServiceNow® Service Portal and Knowledge Management, a user-friendly service portal was set up as a "one-stop shop" for employees. The included agent dashboards with live data allow for better transparency and a reduction in the time needed to resolve critical support problems and incidents. In addition, the knowledge database allows for improved knowledge sharing and thus also shortens resolution times. In addition, the service catalogue was reorganised in the course of the implementation and thus made accessible to automation potentials.
The iTSM Group supports an international aviation company based in Germany in the comprehensive realignment of IT Service Management as well as IT Operations Management with the aim of making a whole range of processes available across all business areas with one service platform.
The complete package of strategic roadmap, process consulting, tool implementation, process rollout and training support had to be managed, while also moving the customer infrastructure from the on-site data centre to the AWS cloud.
iTSM Group solution
German energy provider
The iTSM Group supports a local energy supplier in its transformation to a future-oriented IT organization. To this end, the task was to develop a target picture and a roadmap for the medium- and long-term IT transformation.
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.
ITSM Consulting GmbH
Tel.: +49 6135 9334 0
Softpoint Trusted Quality GmbH
Linzer Straße 16e
Tel.: +43 732 794479 0
Trusted Quality Switzerland GmbH
Trusted Quality UK Ltd.
1 Bartholomew Lane,
London, EC2N 2 AX