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. 

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.

With our services in Business Process Management, we support you in setting up, optimising and digitising the processes of your organisation, train and coach your employees for process-oriented thinking and automate individual process steps or entire workflows on the basis of various solutions.

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.

With the iRESC application, we offer crisis teams and emergency managers a tool to overview and solve risks and problems in extraordinary situations.

Our workflow application simplifies the reporting of events and provides your staff with action plans for crisis management: easy to handle and automated in its control.

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 Service Management as a Service (SMaaS) we take care of the daily tasks in the operative IT service management of our customers.

This way we make your internal staff available to work on important projects and urgent changes, while you can rely on a reliable service management basis.

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.

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.

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.

Our selected customer projects

Here you can find an excerpt of our references

The daily demand on our work convinces our customers

Our consulting services put companies in a position both to optimize their organization's performance and to measure and efficiently control the respective services and processes according to clear quality criteria. Both serve the objective of sustainably improving operational value creation and the innovative strength of service organizations. In this way, we guarantee the success of value creation and the positive efficiency of our customers' services and processes.

Our approximately 750 customers in Germany, Austria, Romania, the Netherlands and Switzerland are the best proof of our successful work.

Below you will find an excerpt of companies that trust us.

Consulting for the introduction of IT service management including tool selection consulting - initialization phase

The IT organization of EWR AG creates and operates the IT services for EWR AG. The IT services are geared to the needs of customers and users and are continuously improved. The IT customers are the owners of the EEA business processes that use the IT services to optimize and automate their business processes.

Introduction and operation of incident and problem management for the global ERP service "Global Scala"

Merck KGaA put the ERP application "iScala" into operation as an alternative to large SAP installations for small to medium-sized national companies worldwide. In addition to the technical implementation, a separate IT service management unit was set up for this global service, which is responsible for defining and implementing the necessary operational and service processes in line with requirements. The task of the consultants of ITSM Consulting GmbH was therefore to define, document and implement the incident management process based on an existing key user concept and in coordination with the global stakeholders. 

Selecting an IT Service Management Suite

iTSM Consulting GmbH has extensive experience in the selection, evaluation and use of IT service management products and has broad market knowledge in this area. On behalf of Grünenthal, it supports and guides the tool selection process by moderating the requirements analysis, accompanying the market review and carrying out a potential analysis of selected manufacturers by means of a consolidated catalogue of requirements and a proof-of-concept. 

IT Service Management Implementation

Introduction of ServiceNow including interface to ERP system for service charging. iTSM Group supported the project from the beginning until the successful introduction


Optimization of IT Service Management

AirITSystems GmbH in Hanover has commissioned ITSM Consulting GmbH to support them in optimizing their service management. In addition to selecting an IT service management tool, we will support the process introduction of service portfolio and service catalogue management and optimize the existing service processes with regard to the implementation of action-oriented operational and tactical KPI reporting.

Implementation of a potential analysis of the IT organization

The bhn IT organization implemented cost-cutting measures 4 years ago while maintaining service quality. Although the service delivery and the processes still deliver good results, the management has gained the impression that the service capability of the organization has decreased and/or that the service expectations of the customers have increased.

Implementation of an ITSM solution for incident, problem and change management processes

iTSM Consulting GmbH takes over the project as general contractor. The consultants start with an analysis of the current status of the current processes and tools in the area of incident and problem management. Building on this, the optimization potential in the incident management process is identified and elaborated in targeted specification workshops with a core team. 

Implementation of a cross-state incident management process and provision of the necessary tool support

Due to the increasingly distributed development of the procedures, professional support (2nd and 3rd level) is increasingly necessary across the federal states. In order to ensure smooth operation, uniform and comprehensive ITSM processes are required. The task of the project, which was entrusted to the Hessian Central for Data Processing, was to design and pilot such an incident management process and to provide suitable tool support, which, however, does not influence internal state investments and processes.

Introduction of Incident Management and Change Management

Project for the creation and introduction of the IT service management processes Incident Management and Change Management according to ITIL®, especially for public clients in the IT sector. The first part of the project comprises the determination of the maturity level of the existing processes. Based on the results a process optimization takes place.

Implementation support of an ITSM platform

In the run-up to the tool project, iTSM Consulting GmbH provided support in narrowing down the selection of manufacturers. ITSM Consulting GmbH was responsible for creating the decisive documents (specifications, use cases, etc.) and conducting the management workshops. The next step is to accompany the implementation, testing, evaluation and acceptance of the Proof of Concept (PoC) with the selected tool manufacturer.

Analysis and optimization of the user support process

In a first step, iTSM Consulting GmbH was commissioned as an experienced IT service management consulting company to carry out an analysis of the organizational structure and processes and to identify fields of action for optimization. A senior management consultant analyzed the organization and presented the results to the management and the employees. The IT management then decided to implement the recommendations for action directly. In order to implement the processes efficiently, the employees of the cheese dairy are trained in ITIL® and ITSM Consulting GmbH accompanies the implementation as moderator, coach and quality assurance officer.

Development of a master plan for the introduction of ITIL® processes

At the beginning of the project a concrete target definition for the introduction of the ITIL® processes in the KSPG was made; it was determined by what a successful ITIL® process introduction should be measured. Furthermore, the question was clarified as to which locations provide a representative reflection of the KSPG Group. An assessment was then carried out with these locations in order to assess how the IT of the respective location is basically structured, to what extent the internal processes have progressed, the control is carried out by external service providers and, in particular, the introduction of which ITIL® processes appears necessary in which order and with what intensity.

Claude Baumann

Head of Group Sales

Our professional expertise

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