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.

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. 



Increasing the business value of IT through value stream mapping

Many companies face the challenge of increasing the business value of their IT. Value Stream Mapping (VSM) can support this by capturing and analyzing processes in their entirety. A bird's eye view of the value stream brings value creation and customer benefits into focus, which can lead to optimization and more efficient IT processes. The benefits range from faster response times and greater flexibility to shorter production cycles and more satisfied customers. Especially in software development and delivery, automation and continuous integration and deployment can minimize time and eliminate waste. However, a successful VSM implementation requires an external partner at least at the beginning and a long-term commitment to ensure sustainable knowledge transfer.  


Value Stream Mapping approach  

Value Stream Mapping analyzes the steps from customer need to value delivery. The actual process is considered to optimize the value stream. Involved parties, essential activities and process steps are identified. Data-driven questions are answered, interviews are conducted, processes are visualized and value chains are mapped. The goal is to minimize waste and increase effectiveness.  


Determining value contributions  

Each step is scrutinized in terms of its value contribution to the customer. The determination is made by answering whether a process contributes to value creation or not. The goal is to reduce necessary steps, eliminate superfluous loops, and optimize value-added steps. In IT, throughput and waiting times as well as cycle time are indicators of efficiency.  



Determining the value contribution

Each step is scrutinized in terms of its value contribution to the customer. The determination is made by answering whether a process contributes to value creation or not. The goal is to reduce necessary steps, eliminate superfluous loops, and optimize value-added steps. In IT, throughput and waiting times as well as cycle time are indicators of efficiency.

Identification of interference fields and options for action

Disturbance fields and options for action are identified by identifying seven types of waste, such as excessive process variation or errors. In government agencies, for example, there are classic problems such as re-entering information that already exists. Visualization makes breaks in the system visible. Options for action are derived from the root cause analysis to find solutions. The overwork and overload of people and system leads to errors and disruptions in the process, which are detected by the Value Stream Mapping.

Process optimization

Value Stream Design follows the mapping and determines the ideal value stream of the future. In this process, steps are defined to achieve the target state and the prerequisites for this are determined. The goal is to optimize the process and improve time and quality. The final step is the implementation of the measures.

What are the benefits of Value Stream Mapping?

Value Stream Mapping captures processes in their entirety and creates a common understanding of the interrelationships. Interference fields are identified and options for action are derived in order to eliminate problems in the process and to eliminate waste. The view of the value contribution for the customer becomes the guiding principle. Productivity and collaboration improve, efficiency and effectiveness increase. Companies can reduce costs and increase their speed of response.

Introducing Value Stream Mapping to organizations

Value Stream Mapping improves company processes and can focus on either the product or the throughput. Management should initiate the process and a neutral facilitator should lead the flow. External support can be helpful to clarify the overall company claim. Long-term expertise within the company is necessary to regularly evaluate and optimize changes made.

In conclusion, Value Stream Management in IT identifies and makes visible customer value contributions, obstacles and progressions of processes. Companies are thus able to initiate optimizations and improve collaboration.

If you would like to learn more about Value Stream Mapping, read our German expert article on it-management.

Service Process Optimization

Our experts analyze your service processes with you using a method and identify bottlenecks, limitations and activities that do not add value.

On this basis, we optimize in a targeted manner, streamline and accelerate the relevant processes, and identify additional potential for digitalization and automation.

Value Stream Mapping Workshop

Would you like to find out how the Value Stream Mapping process can benefit your organization? Then you can conduct an analysis of your value streams with us.

We meet your challenge with method and experience from 750 customer projects in various industries throughout Europe. You are welcome to contact us for a non-binding enquiry here. 

News about iTSM Group

New impulses for service management

Guides, webinars and tutorials in the iTSM knowledge area.


iTSM Knowledge

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