With our services in the area of Agile & IT Service Management we support our customers in the optimal alignment of the structural and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.

Make your business more responsive and flexible with agile approaches, create more business value for you and your customers and win with a faster time to market.

With our experience in integrated ITSM and DevOps environments, Scrum/Kanban and strategic focus on scaling agile, iTSM Group is the ideal partner for agile practices and organisational transformation. 

With our services in the area of Customer Service Management (CSM), we help service organisations to work in a customer-centric and efficient way.

With "AI"-based self-services, you enable your customers to interact mobile, efficiently and 24/7, while your service agents have all customer-relevant information available centrally - in every process step, across departments and up-to-date at all times.

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. 

In this way, we put our customers in a position to sustainably anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.

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 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. 



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.

IT Infrastructure Library (ITIL®) is a globally recognised framework for implementing IT-Service Management.

In our ITIL® training courses for v3 and ITIL® 4 you will learn the processes, organisational structure and tools necessary for operating an IT infrastructure and can become officially certified according to the globally valid standard.

ITIL® Foundations

PRINCE2® (Projects in Controlled Environments) is a process-oriented method for project management that is based on best practices.

In our PRINCE2® training courses, you and your colleagues learn the framework for successful projects and concrete recommendations for action for each project phase. In addition, you can also take an exam and receive your PeopleCert® certificate of the international standard right away. 

ServiceNow® is a provider of cloud-based software-as-a-service (SaaS) for enterprise service management.

In our ServiceNow® training courses, you will gain experience in using the software and learn how to map and optimize your work processes in ServiceNow®. As an authorized training partner of ServiceNow®, we also offer you the official certification.

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.



ServiceNow® ITSM vs. CSM: How to choose the right module for your organization

We are often asked whether ServiceNow® ITSM or ServiceNow® CSM is the right module for the respective requirements of companies. This question is justified, because both modules have overlaps and in some cases fit similar requirements. For example, the following requirements can basically be implemented with both modules:

  • Portal for making requests
    • Catalogue for requirements and errors
    • Knowledge management
    • Overview of tickets
  • Various ticket types (incident, problem, change, request, tasks...)
  • Asset management / CIS
  • Management overviews
  • User-friendly interfaces for editing and requesters

However, with all these requirements, the CSM module in particular offers some features that support customer service in a more targeted way.

The user groups as a distinguishing criterion

The initial question to ask yourself is "Who are my requesters?

a)    Internal people with company affiliation
b)    External people who act as customers. This includes B2B and B2C.
c)    I would like to support both audiences

If the answer to this question is a), the ITSM module is clearly the right solution. The recommendation for CSM is just as clear if the answer is b). The recommendation becomes somewhat more complex with c). Here, the component of processing groups plays a role as well. The smaller the number of groups that deal with purely internal issues without any reference to customers, the more likely it is that the decision will be made in favor of pure CSM. This is because the ITSM module is included in the CSM module.

If there are a large number of groups that perform purely internal tasks, the use of ITSM and CSM licensing is more recommended.

Overview of the module and package licenses

When this initial question has been answered, the next question is which package to use. Both modules come up with three packages:

  • Standard:
    • ITSM: incident, problem, change, request, CMDB, assets, knowledge management, mobile app, SLAs
    • CSM : ITSM standard + case handling, communities, omni channel
  • Professional:
    • Here, for CSM and ITSM, there are the great features of machine learning, chatbot, performance analytics
    • In CSM, great features such as industry datamodels, outsourced customer service and guided decisions are added to the mix
  • Enterprise
    • Features such as workforce optimization and process optimization

A specific comparison in terms of ServiceNow® CSM sublicenses was considered in our article "ServiceNow® CSM Pro Features - Professional vs. Standard".

The official ServiceNow® feature overview for both modules can be found here:

Since this topic involves a certain complexity, it is advisable to involve a competent partner in the module decision. Here, our certified ServiceNow® experts are at your side with help and advice.

About the author Christian Seiberl

Christian Seiberl has been focusing on customer service management processes since 2017. In various project roles, he has introduced these on the basis of 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 at iTSM Group. This includes the integration of new technologies such as AI and augmented reality into the service management process.


ServiceNow® and the iTSM Group - a forward-looking partnership

As an Elite Partner of ServiceNow®, the iTSM Group with its subsidiaries in Germany, Austria, Switzerland, the Netherlands, Romania, UK and Italy is the first choice when it comes to consulting, implementation and operation of solutions based on ServiceNow®.

We support our customers with a holistic approach and according to individual needs - from strategic orientation, implementation and competence transfer to the ongoing operation of the platform.

The concentrated know-how of our specialised and certified solution architects, consultants and accredited trainers enables companies to optimise the performance of their project landscape and thus sustainably improve the operational value creation and innovative strength of their company.

ServiceNow® consulting

On a strategic level, we support and advise you on possible measures for building or expanding your ServiceNow® platform and develop a roadmap for the step-by-step transformation of your ESM organisation that is designed to deliver measurable benefits.


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