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

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 Enterprise Service Management Service Management as a Service Service management trainings

ServiceNow®

ServiceNow®

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.

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.

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® Foundations

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®.

Customer Service Management Introduction Handling Scoped Applications Java-Script Coding in ServiceNow ServiceNow Asset vs. CI 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.

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.

29.10.2020

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.

Customer Service Management

With our Customer Service Management (CSM) services, we help service organizations to work in a customer-centered and efficient manner, with the aim of increasing customer loyalty and ensuring optimal services

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New impulses for Service Management

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