Our References and Case Studies

Our customers. Our drive. Our success.

More then 750 companies in Germany, Austria, Romania, the Netherlands and Switzerland have already placed their trust in the expertise of the iTSM Group. Together, we are shaping the future of digital services: from the initial analysis to implementation and operation.

Our consulting services help companies to efficiently align their organization, make services measurable and sustainably drive innovation. Together, we create measurable added value and ensure long-term success.

Here you will find a selection of our customer projects:

Case Study ServiceNow®

Implementation of ServiceNow® ITSM and GRC

Investitionsbank des Landes Brandenburgs (ILB)

Implementation of ServiceNow® ITSM and GRC at ILB

The primary goal of the project was to create a holistic, secure, and efficient digitalization platform for enterprise service management while further developing and optimizing the bank’s internal service organization. This initiative aimed to be based on ITIL best practices, integrated into existing administrative processes and applications.

Challenges

Increase in user satisfaction in IT service support
Standardized and qualified recording, processing, and traceable documentation of service requests and their handling
Improvement of availability and response times of IT support staff
Migration of the old ITSM application based on Lotus Notes Domino
Increase in the level of automation and reduction of media disruptions
Establishment of the foundations (tools and processes) to meet the regulatory requirements of the German BaFin authority

Products

ServiceNow® ITSM
ServiceNow® ITOM
ServiceNow® SPM
ServiceNow® IRM

Beneftis

Increased effectiveness and efficiency of core ITSM processes through streamlining, standardization, automation and training
Improved compliance with regulatory requirements through increased transparency and traceability of business transactions and data
Transformation of the customer from a technology- and silo-oriented organization to a service-oriented and customer-focused organization

The story in detail

Case Study

Digitalization of HR service provisioning

DAX-30 Company - Building a Global HR Service Delivery Organization

Challenges

Support in optimizing global HR service delivery processes
Provision of a global solution for HR services and knowledge management, including employee self-service, taking into account local configurations for regions and countries.
Optimization of transaction time, increase of transparency and reduction of manual effort for received e-mails.

Advantages

Fast time-to-value due to agile implementation approach
Core service management processes (Incident, Problem, Change, Config, Service Portal, Request Mgmt incl. Service charging) integrated on ServiceNow
ServiceNow time booking integrated with customer‘s ERP system
Managed Service / Application Management and Support for ServiceNow by iTSM Group

Our solutions

Agile development strategy with monthly release cycle for new enhancements using the ServiceNow Automated Test Framework.
Creation of a blueprint for international rollouts.
Implementation and rollout of HR processes based on the HR Service Delivery application from ServiceNow.

1 project manager and 1 solution architect in combination with 3 technical consultants

Case Study

cost transparency

with IT financial management on ServiceNow

Schweizer Spitalgesellschaft

~3,500 employees, 444 million CHF in turnover

Challenges

Implementation of a multi-level business service structure with top-down relationship rules
Integration of a budget and accounting system with different multi-level approvals
Allocate costs for products, services, and labor based on service structures in the CMDB to provide greater visibility into the business value generated.

Benefits

Overview of costs and budget for each service and each project
Total calculation of costs
Integration of time recording
Future extensibility to PPM application

Our solutions

Leverage the ServiceNow platform and existing IT Service Management implementations
CMDB used to set up the multi-tiered Business Service Tree.
Design and implementation of an individual, flexible budgeting and invoicing process related to services and projects.
Design and implementation of a simple time tracking application with integration into a third-party solution.

Team: 1 solution architect in combination with 4 technical consultants

Case Study

Optimization of strategic supplier management

mit Vendor Performance Management auf ServiceNow

Multinational company that designs and manufactures shoes and clothing.

~60,000 employees, more than 21 billion dollars turnover

Challenges

Establish a central overview and management of KPIs for vendors, including soft and hard metrics.
Enables easy comparison between KPI results from multiple vendors.

Benefits

Simple on-the-fly comparison between two providers
Consistent visualization of KPI results within supplier, contract and engagement forms
Dynamic visualization for adaptation to the various KPI areas
Reusable surveys

Our solutions

Development of a solution for strategic supplier evaluations based on the platform capabilities of ServiceNows.
Established reporting and dashboard for supplier comparisons as a basis for strategic decisions

Team: 1 solution architect in combination with 2 technical consultants

From our reference customers, who can be mentioned by name

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.

Cost transparency with IT Financial Management

For the Solothurn Spitaler (hospitals), iTSM Group implemented a multi-level business service structure with top-down relationship rules, a budget and invoicing system with various multi-level release rules and the ability to allocate costs for products, services and labor based on service structures in the CMDB.

Migration from ITSM solution ivanti to ServiceNow®

For Jet Aviation, the iTSM Group implemented the complete package of strategic roadmap and process consulting, tool implementation, process rollout and training support.

Our ServiceNow® awards

The iTSM Group at a glance

Our focus topics

In our focus areas, we are the holistic contact for our customers for the digital transformation of their processes in all areas of the company - such as IT, legal department or customer service.

focus topics

ServiceNow®

The Now Platform is a powerful tool for digitizing and automating processes and services for organizations of many kinds. As an elite partner of ServiceNow®, we are one of the highest-profile providers for consulting, implementation and operation of the solution.

ServiceNow®

Our trainings

In our trainings, workshops and courses we educate you and your colleagues on software and frameworks in the area of IT service management and project management and certify according to official standards.

iTSM Trainings