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.


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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.

Join us to experience the future of digital transformation against the sparkling backdrop of Las Vegas at the leading event for ServiceNow® enthusiasts and innovators. 



Business IT Alignment: IT as the driver of digital success

Business IT alignment is central to the success of a business. When goals and alignment of the IT organization are in line with the business goals, a collaborative connection grows that can push the business in several ways. An active role for IT as a consultant and enabler allows optimal use of the opportunities of digitization and an increase in competitiveness. But how can this alignment be achieved?

Requirements for business IT alignment

First, the IT strategy must be formulated in line with the business strategy. It provides the framework for decisions, actions and priorities for the next three to five years. From the IT strategy, the IT roadmap is developed, as well as a concrete plan with the most important initiatives, projects, programs, investments and action areas for the next one to three years. This ensures that the IT organization and the business organization follow the same guiding principles to enable smooth collaboration.

A key aspect in this context is the IT service catalogue, that plays an important role. It comprehensively defines the output of IT in the company, including the scope, type, and conditions of the services provided. It is agreed in close collaboration with the business partners and serves as an important control and management tool. The IT service catalogue forms the basis for projects, requirements, and decisions in operations, as well as for coordination with external partners and control of internal processes. Active management of the catalogue by IT is of great importance to ensure that the agreed quality, speed and commitment standards are met. In addition, the service level serves as an important source of information all the way to the operational area. The service desk for instance – being responsible for processing tickets and incident reports – is a suitable channel for evaluating the IT offering (e.g. through regular or event-based customer satisfaction surveys).

Successful alignment of business and IT requires coordination and alignment of the service catalogue with the expectations and goals of the business. Many companies are already using versions of this catalogue and can thus take the first steps toward business IT alignment.

In addition, certain key positions play an important role in the Business IT Alignment process. These include those responsible for the service desk, who measure customer and user satisfaction operationally and can gain valuable insights. Equally important is the role of the service owner / manager, who is responsible for IT services towards customers. Furthermore, the Business Relationship Manager has an important function in his interface function as well as the CIO and CDO.

Overcoming stumbling blocks and hurdles

There are some common hurdles to overcome in the area of business IT alignment. For example, there is often a lack of an overarching framework for action and a clear formulation of corporate strategy. In addition, the positioning of IT is often unclear, and there are no strategic alignments or documents. In addition, many IT organizations do not have a complete and up-to-date service catalogue that has been aligned with the needs of the business. This creates differences in priorities. If the service catalogue is too technical and focuses only on CPU, storage and servers, it does not deliver value because the content and language is not understandable to the business units. It is important to focus on how IT can support the business rather than getting lost in technical details.

Another challenge is the skillset at the interface between IT and business. Service level managers and service / product owners must be willing to dive beyond the IT perspective into the business processes. In doing so, they gain insights into how IT can improve the business or enable new lines of business through digital solutions. This requires employees with vision who know both IT and the business side and have a good feel for the market. It is crucial to build these skills and find the right people.

The reputation of IT in the company plays a central role as well. If IT is perceived as being too slow or reactive, IT decisions may be pre-empted and proof of concepts or pilot services coordinated directly between the business units and external service providers without involving IT. To be accepted and perceived as a consultant, IT must demonstrate competence and put its expertise into action to build trust. When trust is created through commitment, the company follows IT's advice and accepts impetus and inspiration. IT must earn this status by mastering its own processes, defining and managing its services, and demonstrating that it can deliver. Unfortunately, many IT departments fail to complete their tickets within the agreed time and are therefore not taken seriously as consultants. However, when trust is built through commitment, IT can become an enabler. It gains insight into the needs of the business, evaluates them, and is no longer presented with a fait accompli. This is the result of successful business IT alignment.

By overcoming the aforementioned hurdles and building the right capabilities at the interface between IT and business, business IT alignment can be successfully implemented. A reputation for IT as a reliable partner and advisor as well as the creation of trust through commitment are important success factors. If IT assumes its role as an enabler and acts in close cooperation with the business side, it can develop its full impact and support the company on the path to digital success.

Service Management

We provide you with comprehensive support in setting up, converting and operating your service management and thus contribute to high-quality services that act as an effective interface between the offer and the customer.


News about iTSM Group

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.
1 Bartholomew Lane,
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 
Prime Center 1, 7th Floor
8058 Zürich


Tel.: +41 44 567 61 00

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

New impulses for service management

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iTSM Knowledge