Focus

› Agile Transformation › Digital transformation › Information Security › Process Transformation › Service Management

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

ServiceNow®

› Now Platform portfolio › ServiceNow® Consulting › ServiceNow® Implementation › ServiceNow® Managed Services › ServiceNow® UX Design › ServiceNow® 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

Trainings for ITSM and project management

› ITIL® › PRINCE2® › Simulations › Workshops › Digital Learning Solutions

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

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

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.

Knowledge

› ServiceNow® Tutorials › Webinars

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.

About

Get to know the iTSM Group

› Our Mission › Companies › Locations › Partners › Management › Career › Social Responsibility

Application Management Services

Ensure the reliable operation of the Now platform

Application Management for ServiceNow® and other enterprise platform solutions

To ensure that the advantages and flexibility of service management platforms contribute to the added value in the best possible way, we also support our customers with our expertise in the operation of service management platforms. This pays off for companies for various reasons: Our specialized team keeps your application up to date, is experienced in troubleshooting and creating connections and their further development.

This relieves internal resources, allowing them to focus on their core business and drive innovation. The quality and availability of services are increased and with it customer and user satisfaction. Last but not least, scalability allows flexible cost management and a reduction in time-to-market.

We can thus relieve you of the burden of day-to-day business and support you in updating and expanding your ITSM platforms or work with you to pave the way for the strategic alignment of your application landscape.

AMS as a solution for challenges in the life cycle of an ITSM platform

The Application Management Services of iTSM Group support platform owners in typical situations in the lifecycle of an (IT) service management platform, such as:

Defined service parameters

You need a defined framework, SLAs and KPIs to manage service delivery and performance accordingly.

Continuous optimization

You are looking for automation options and want to make minor changes to the platform without a large project investment.

Support on Demand

You do not intend to establish long-term support and operational structures in your own organization, invest time and coordinate.

Requirements for an operational concept

Implementation projects of ITSM platform solutions that require ad-hoc operational concepts.

Governance and collaboration model

The cooperation model between customers and iTSM Group is based on a portal solution as a single point of contact between both parties.

Here, on the one hand, defined users can contact iTSM Group with errors, inquiries and concerns, and on the other hand, the contract contact person can view the current performance and status of individual inquiries.

Authorized users can send errors, inquiries and requests to the iTSM Group
AMS agents check the respective request and solve it as soon as possible
Additional experts and solution engineers are called in when necessary, this is coordinated within the iTSM Group
The contract contact person and the service manager of iTSM Group set the priorities within the service delivery.

Our Application Management Services at a glance

You can choose from various service modules and thus combine our services according to your specific needs.

Standard

Predefined scope, service level agreement and calculation based on a standardized delivery approach

Tailored

Individualized scope, service level agreement or calculations with customer-specific delivery and team composition

Case Study

AMS within the scope of DAX-companies

Operation and further development of a service management platform

Our global customers typically required a tailored package of operational support and smaller, complex enhancements to the ServiceNow® platform.

Services of the iTSM Group

Our teams of experts integrate into the customer's existing support chain/landscape. The long-standing relationships with our reference customers allow our team of experts to coordinate and answer complex issues and questions regarding the platform within the customer's organization.

With the existing, comprehensive Pool and ServiceNow® experts, iTSM Group is able to map different requirements (high number of requests vs. complex requests) in a team staffing.

Benefits for the customer

The starting point of a classic AMS relationship is the handling of ServiceNow® related incidents. The iTSM Group supports the customer in achieving and guaranteeing adequate resolution times.
The next level of maturity is usually the support within the scope of "Change Management" (IT). In this context, the expert team provides further development services, which are transferred into productive systems with coordinated test mechanisms within the framework of the customer's internal "Change Management" (IT)
Finally, we support our customers with ad-hoc or cyclical requests such as a release upgrade of the ServiceNow® platform.

ServiceNow® as a Service

As a Managed Service Provider (MSP) of ServiceNow®, with ServiceNow® as a Service we provide a solution for small and medium-sized organisations that want to get started quickly with the digital transformation of their services and processes. We take care of the set-up and configuration of the ServiceNow® environment, map your processes tailored to your individual needs and enable their operation without long-term contractual commitment.

To ServiceNow® as a Service

The iTSM Group as a ServiceNow® Partner

As an Elite Partner of ServiceNow®, the iTSM Group with its subsidiaries throughout Europe, is one of the most distinguished service providers for the Enterprise Service Management Platform of ServiceNow® in Europe.

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.

iTSM Group as a ServiceNow® Partner

Suitable Workshops:

Operating ServiceNow®

With our Workshop Operation of ServiceNow® you learn what you need to know about the operation of your ServiceNow® instance in one day. The workshop focuses on planning, implementing and testing upgrades.

The workshop also covers topics such as cloning an instance, working with the Automated Test Framework and helpful resources such as the Known Error Portal.

To operating ServiceNow®

Handling Scoped Applications

With our ServiceNow® Workshop Scoped Applications you will learn in one day how to create Scoped Applications with the help of the Guided Application Creator and how to extend them with the ServiceNow Studio.

Thus, the workshop is perfectly suited to further deepen your knowledge from the ServiceNow Fundamentals or if you have already heard about Scoped Applications in another context.

To Scoped Applications