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. 



That's why IT projects in public administration fail

In our observation, an imprecise formulation of project goals, unclear distribution of competences and, in part, insufficient training and skills in the application of project management methods are the most frequent causes for the failure of projects for the digitalisation of public administration. And such failure is not uncommon - according to various studies, only every second project in this area is completed successfully. 

Unclear goals and lack of participation

The lack of precision in the formulation of project goals leads, on the one hand, to a lack of orientation among those involved in the project and, on the other hand, to a dangerous life of its own of sub-projects that lack a common goal and cannot be meaningfully integrated in the end. Rework, delays or even the failure of the entire project are the consequences. 

Unclear or even competing competences are another noticeable problem when different departments or multiple authorities are involved in a project. Constructive cooperation is then often replaced by the pursuit of particular interests, which makes goal-oriented action difficult. In such a constellation, in extreme cases, someone is given decision-making powers, but cannot enforce them across the project. For example, in the federal government's digitisation project, the project management is in the hands of the Ministry of the Interior, which, however, has no right to issue instructions to other ministries and service providers involved. 

Little experience in IT project management

Insufficient experience and knowledge in IT project management and related methods also often lead to considerable problems. For example, project managers are often appointed on the basis of their technical expertise, with elementary skills for managing and controlling projects being given secondary consideration. Such project managers then usually also have little or no experience with project management methodologies such as PRINCE2®, which is therefore inefficient - resulting in cost and schedule overruns. Overall, in the consultants' experience, controlling is also not given adequate importance. Measurable criteria are too often replaced by a vague gut feeling when evaluating partial results or project progress. 

Lack of acceptance by users

But even if a project can be technically implemented within the set cost and time frame, success is not guaranteed. Lack of user acceptance is one of the most common reasons why project goals are not achieved. In such a case, internal project marketing and accompanying change management activities were neglected in order to involve the users from the beginning, to make the path to new technologies transparent to them and also to make their own advantages clear to them. 

"A clear strategic objective, a precise description of benefits and a solid economic calculation are the cornerstones of every successful IT project, also in public administration," comments our Head of Digital Services Advisory Tobias Beckmann. "Competent project management and the use of established project methods also help to avoid undesirable developments and delays. In addition, testing and rollout must be carefully planned and users must be consistently accompanied to ensure a smooth transition into ongoing operations." 

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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.
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London, EC2N 2 AX

iTSM Group Netherlands

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Hutteweg 24
7071 BV Ulft


Telefon: +49 6135 9334 0

iTSM Group Austria

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4221 Steyregg/Linz 


Telefon: +43 732 794479 0

iTSM Group Switzerland

Trusted Quality Switzerland GmbH 
Schwyzerstrasse 2a
CH–6422 Steinen


Tel.: +41 79 712 56 76 

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