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. 



ServiceNow® CSM Pro Features - What do I get for my money?

The Professional Package from ServiceNow® Customer Service Management holds several useful features that can take the work of support and their operations to a new level. Popular beacons like chatbot, Natural Language Understanding (NLU) and Performance Analytics are just a fraction of the package's scope.

Taking a look at the optimization opportunities for the existing support process, the following features stand out:

  • Predictive intelligence: Here, based on the subject of a ticket, an attempt is made to infer categories, priorities and possible groups of agents. This can make the work of 1st level support much more efficient and reduce unnecessary reassignments, which tie up resources unnecessarily.
  • Guided decisions: Here, criteria-driven decision trees are proposed, which are processed by the support team. These decision trees contain questions that lead directly to the next decision points. This in turn reduces the workload of the more specialized 2nd and 3rd level units.
  • Workforce optimization: This feature is nothing more than the breaking up of group thinking into queues. The allocation is based on the availability of the agents, their skills and their workload. This results in a more even utilization of agents and tickets are assigned to those agents who have the necessary skills.
  • Proactive customer service: By integrating event management to detect disruptions and based on the affected customer products, outages are created and the customer is proactively informed, which in turn increases transparency towards the customer.
  • Outsourced customer service: Here, tickets are transferred to external agents in the system based on criteria. The tickets visible to the external agents are subject to the defined criteria.

The aforementioned lighthouse features of the virtual agent (chatbot) and NLU often go hand in hand. Controlled by the decision tree, the virtual agent covers simple and often recurring requests, saving the company from 1st level support. In conjunction with NLU, additional keywords and phrases can be combined with a decision tree, e. g.: for "status incident 123456", additional phrases such as status ticket 123456 or error 123456 are used. In special dashboards, those responsible then also receive an overview of how well the terms were selected and for which entries no decision tree was found.

With Performance Analytics, one gets the possibility to calculate additional KPIs automatically, which allow a look into the past via periodic snapshots and also map trends. This in turn can be the basis for proactive control measures.

All in all, the use of Professional Features enables a significant increase in efficiency in support, brings more transparency on ongoing processes for management and also vis-à-vis customers. Through improved resolution times and qualities, this also has a direct impact on the customer relationship.

About the author Christian Seiberl

Since 2017, Christian Seiberl has focused on customer service management processes. In various project roles, he has introduced these based on Servicenow at locally and globally operating customers across all industries. As Product Domain Lead 'Customer Service and Field Service Management', he is responsible for the further development of these processes. This includes the integration of new technologies such as AI and augmented reality into the service management process.

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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