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.



Agile portfolio management: How to plan your project portfolio

Due to the rapid digital transformation and a constantly changing business world, there is nowadays a demand for flexible and interactive management methods in the area of project portfolios. Planning at portfolio level is complex and difficult to predict, as it is exposed to many external influencing factors, among others.

The goals to be achieved are subject to frequent changes and can no longer be represented by an annual plan. These are ideal conditions for the use of agile approaches. Often there are even already first approaches in agile project management, but they are locally limited.

However, only if agility is applied consistently along the entire value streams, an added value can be achieved by this method. Agile portfolio management describes the approach to managing a project portfolio by planning and budgeting in more frequent, shorter cycles, partially decentralizing decision-making and budget authority, and practicing end-to-end transparency.

Benefits of the method

Agile portfolio management is a complex task. Agile approaches are the best way to compensate for unpredictable developments, because they can be reacted to and addressed more flexibly than with rigid planning. Establishing further principles from the agile project environment, such as limiting the work in progress (number of active projects), splitting into smaller implementable packages, regular benefit reviews, etc., also increases reliability and the benefits accruing to the recipient of the service.

Project management approach

But what does this approach look like in practice and how can it be implemented in a targeted manner?

Five important areas must be considered during implementation.  

  1. The IT vision and strategy must be concise and available. They are one of the most important indicators for prioritizing project plans.
  2. Ideas and initiatives must be able to be incorporated on an ongoing basis and evaluated according to the pull principle. An adaptation of the Kanban process is suitable here, for example.
  3. It must be possible to (re-)prioritize in shorter cycles for the project backlog.
  4. Project planning and implementation should then take place with implementation release in the value streams / functional teams.
  5. A clear system of key performance indicators provides the basis for control and in turn provides input into the IT strategy. 

Agile working methodology

Agile working methods are increasingly becoming the standard, not only in the organization of development teams, but also at management level. However, conventional project planning and management often considerably slows down these innovative, flexible approaches. In addition, a mix of both methods that is not precisely coordinated with each other often proves to be more of a hindrance than a benefit in practice. 

In order to be able to exploit the full potential of an agile methodology, it must be applied from the very beginning, starting with the original idea and ending with the final implementation ─ along the entire value chain.

Portfolio management in practice

In project portfolios, which are often based on annual planning, the plans, which in principle are well conceived, can often only be implemented inadequately. For example, it often requires too long lead times, non-transparent decisions are made due to silo conflicts, or dependencies are not recognized. Sometimes, the project even comes to a halt. However, these imponderables can be countered by transparent decisions and a flexible approach. Agile portfolio management requires conscientious application across all involved parties and departments right from the start of the project.

Changes through agile alignment

In agile methods, processes and progress are continuously evaluated. The budget allocated to development is managed jointly and careful consideration is given to what can be realized as a result. Important decisions are made by those who really have the competence in this area. The pull principle is applied, i.e. topics are tackled in a targeted manner, the number of projects is reduced and obstacles are removed by the management level.

This leads to more satisfied customers and the best possible project results. The success of a project is measured by the extent to which the customer's needs have been met and the customer's wishes fulfilled.

Achieving goals together

In order to be able to implement agile portfolio management to the satisfaction of all participants, common goals must be defined and jointly implemented in the project process. Ideas can be communicated clearly via visualizations, for example. The ongoing review of benefits in the agile domain contributes to the constant monitoring of project progress. Planning and implementation take place in an optimized manner within the value streams. The benefits created and the contribution to the strategy apply as benchmarks for evaluation.

Agile Transformation

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

With our experience in integrated ITSM and DevOps environments, Scrum/Kanban and strategic focus on scaling agile, iTSM Group is the ideal partner for agile practices and organisational transformation. 

Demand, Project & Portfolio Management

Better align project management with the corporate strategy and make project work more efficient overall - regardless of whether it is carried out using classic or agile approaches.

This is what Demand, Project & Portfolio Management is all about for us.

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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.
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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 
Schwyzerstrasse 2a
CH–6422 Steinen


Tel.: +41 79 712 56 76 

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