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.



Four tips to speed up your Security Incident Response

Security Incident Response is a critical function to protect the company from harm. It should be fast and efficient! 

What is it about? 

On average, each IT asset is attacked from the Internet every 39 seconds. [1] The threat level of IT assets is high. In addition, you may have only a few employees who are capable of handling security incidents in a qualified manner. The time to react is always short, however detection takes a long time. For example, data breaches in 2019 were only detected after an average of 279 days. 

Design your incident response quickly and efficiently - orchestrate tools, use intelligent workflows and playbooks, overcome silos to IT and prioritize along business requirements.  

How can you accelerate the process and increase efficiency? 

Orchestrate tools 

You know the situation: there are many (IT-) security tools and many sensors, and all of them provide you with information. Are you and your team keeping an eye on all of them? You will get a better overview and gain time if you combine all the information that are relevant to you with your process platform and derive actions from there. You will also gain additional speed if the processing of security incidents is not distributed via emails, documents and various ticket systems, but the necessary stakeholders collaborate on the same platform.   

Set up intelligent workflows and playbooks 

Intelligent workflows and playbooks support you in two ways: through automation and through structure. 

Playbooks define typical cases of security incidents and pre-define how they should be handled in your organization. They provide structure and ensure a uniform procedure for all employees - and thus ensure reliable results when it really matters. 

Automated workflows, in turn, can perform containment tasks quickly and efficiently depending on the situation detected. An example of such tasks are ad-hoc firewall rules to quickly isolate suspicious systems based on data from your sensors (such as SIEM systems). 

Overcoming the silo to IT 

Working closely with IT can make your process more efficient in two ways: 

  • On the one hand, knowing the IT infrastructure and its links to business processes supports you, because it gives you risk-based tools to set priorities and quickly find the right business contacts. Useful tools for this are risk management and a well-maintained configuration database (CMDB). 
  • On the other hand, you can define workflows jointly and file or even execute changes automatically. This accelerates the initial treatment and containment measures. 

Learning from Security Incidents 

You can also benefit from the retrospective on processed security incidents: The experience gained on procedures, any process hurdles that may have arisen, creative solutions etc. can be used to create additional playbooks or revise existing ones. In addition, impulses for further automation potential may arise. 


We believe that every company can become more efficient. We also believe that IT platforms play a crucial role in that context. For that reason, we help our customers to improve their processes and support them optimally with IT platforms - the latter mainly through ServiceNow®. Please contact us!



Governance, Risk and Compliance

With our services in the area of Governance, Risk and Compliance, we help our customers to meet the constantly growing compliance requirements from information security, data protection and risk management with suitable concepts, processes, services and technical solutions.

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

Guides, webinars and tutorials in the iTSM knowledge area.


iTSM Knowledge