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With our services in the area of Project Portfolio Management (PPM), we support our customers in better aligning their project management with the corporate strategy and in making project work more efficient overall - regardless of whether it is carried out according to classic or agile approaches. 

In an increasingly data-driven world, the classic methods and tools for handling IT operations are no longer sustainable.

With our IT Operations Management services, we support our customers in modernizing and transforming their IT operations and help them to reach the next level of automation.

With our services for Legal Operations Management, we support corporate legal departments in unleashing the power of automation for legal workflows and mastering the digitalisation of corresponding legal operations - from strategic consulting to implementation and operation.

In our joint venture smartvokat Trusted Quality, we bundle legal management and technical expertise for this purpose.

We help our customers to meet the constantly growing requirements for compliance, data protection and information security with appropriate concepts, processes, services and technical solutions. In doing so, we consider both your possibilities and framework conditions as well as the formal requirements.

We put our customers in a position to anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.


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With Service Management as a Service (SMaaS) we take care of the daily tasks in the operative IT service management of our customers.

This way we make your internal staff available to work on important projects and urgent changes, while you can rely on a reliable service management basis.

With our Application Management Service (AMS), we take care of the daily tasks involved in the operation of our customers' platform solutions - especially with regard to global ServiceNow® platforms. 

Our cross-project expertise and maximum transparency in our approach are the basis for a successful and trusting partnership.

With our experienced management consultants from the Future Service Enablement division, we develop our own answers to the Enterprise Service Management of the future and help our customers to profitably use the possibilities and advantages of digitization in their own business and service processes.

Our experienced employees will lead you, detached from rigid theory and individual frameworks, to a modern Enterprise Service Management.

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.



Holistic customer view instead of just CRM

As one of the leading consulting firms for digital transformation in Enterprise Service Management, the iTSM Group is using a new approach to further develop Customer Relationship Management into a holistic view of the customer. To achieve this goal, iTSM Group supports its customers on the basis of the ServiceNow® platform in the integration of legacy systems such as Salesforce or SAP with end2end service-enabled systems in order to map a complete customer lifecycle on a uniform platform.

"Different departments usually have very different and topic-related information needs for the same customers," says Helmut Schönherr, responsible for Strategic Business within the iTSM Group. "The sales department often does not know that the customer has three open tickets and the accounting department usually has no insight into the current status of the customer relationship and sends reminders to a possibly dissatisfied customer. Therefore it is important that all customer-relevant interactions from the entire company are directly and up-to-date available to the respective specific service".

A complete customer lifecycle on one platform

Classical CRM solutions do not help here, as they only depict the sales view and cannot correlate data with those from other systems. With the ServiceNow® approach, iTSM Group pursues a very customer-centric model, which covers all facets of the business relationship. The consultants do not primarily focus on technology, but rather analyze and integrate business processes and support the transformation to a service-oriented and customer-centric organization.

According to the motto "People - Process - Platform - Provider", iTSM Group pursues a holistic, service-oriented approach in all its projects, instead of concentrating on just one perspective - for example that of sales. The ServiceNow® platform also maps workflows and processes from a service perspective and is therefore ideal for integration projects that enable a holistic customer view. Especially with the latest functional innovations, which have earned Gartner ServiceNow® its first ranking as leader in the Magic Quadrant for CRM Customer Engagement Center 2020, iTSM Group can now rely on a platform that goes far beyond classic CRM solutions. "We are not replacing Salesforce & Co., but are expanding such solutions for the benefit of a better customer experience," says Schönherr. "We want to free our customers or their departments from their "silos" and give them a holistic view of their own customers.


iTSM Group

ITSM Consulting GmbH
Am Kuemmerling 21- 25
55294 Bodenheim


Tel.: +49 6135 9334 0

iTSM Group

Softpoint Trusted Quality GmbH
Linzer Straße 16e
4221 Steyregg/Linz


Tel.: +43 676 738 6 752

iTSM Group

Trusted Quality Switzerland GmbH 
Schwyzerstrasse 2a
CH–6422 Steinen


Tel.: +41 44 567 61 00

iTSM Group

Trusted Quality NL B.V.
Hutteweg 24
7071 BV Ulft


Tel.: +49 6135 9334 0