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® › ServiceNow® › 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

Trainings on a variety of aspects of the cloud-based Now Platform of ServiceNow®.

› ServiceNow® Administration Fundamentals › ServiceNow® Application Development Fundamentals › ServiceNow® CMDB Fundamentals › ServiceNow® Hardware Asset Management Fundamentals › ServiceNow® HR Fundamentals › ServiceNow® HR Implementation › ServiceNow® ITSM Fundamentals › ServiceNow® ITSM Implementation

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

› Events › ITSM News › ServiceNow® Tutorials › Webinars

Here you will find a selection of events where you can come into direct contact with our employees.

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

ServiceNow® Enterprise Service Management

Better connectivity of the business units through smooth business processes

ServiceNow® - the foundation of organization-wide service management

Cross-departmental workflows, case-closing with full transparency on a single platform, highly integrative and thus highly automatable, complemented by state of the art self services - this is the core of the ServiceNow® Enterprise Service Management.

In various deployment scenarios, whether in IT or customer service, whether in the legal department, HR or crisis management - the platform offers functionalities that connect people, functions and systems, accelerate innovation, increase agility and boost productivity.

The modular structure and the platform from the cloud make flexible adaptation to the needs of the respective organization possible.

Now Platform - Flexible through modularity

The Now Platform is a powerful tool for digitizing and partially automating processes and services. It has core capabilities that can be supplemented by additional modules with functionalities that meet the requirements of a wide range of situations and can be flexibly adapted. ServiceNow® differentiates between the modules in the areas of "IT Workflows", "Employee Workflows", "Customer Workflows" and "Creator Workflows".

"IT Workflows" are aimed at business transformation with digital IT workflows and the modernization of operations via a central IT platform with solutions in ITSM, ITOM, ITAM, Strategic Portfolio Management (SPM), and Security and Risk Management. The "Employee Workflows" in turn provide solutions in Service Delivery from HR, Workplace, Legal and Procurement while the "Customer Workflows" include solutions for Customer Service and Relation Management as well as Field Service Management. The "Creator Workflows", on the other hand, combine solutions for interfaces and the creation of individual applications.

The ServiceNow® portfolio at a glance

ITX Workflows

ServiceNow® ITSM helps deliver high-quality IT services and support to employees so that IT teams can properly support business users.

ServiceNow® ITOM with Artificial Intelligence for IT Operations (AIOps) enables proactive IT operations, high-performance business services and transparency

ServiceNow® ITAM automates the entire lifecycle of software licenses, hardware assets and the cloud. Optimize investments in technology assets and gain transparency at every stage of the asset lifecycle.

SPM enables business agility by tracking investments, projects, portfolios and resources across the organization. Ensuring close alignment with objectives to achieve maximum value

Customer Workflows

ServiceNow® Customer Service Management enables your customers to interact mobile, efficiently and 24/7 with "AI"-supported self-services and provides your service agents with all relevant information centrally.

In Field Service Management, we support you in offering your customers transparent and standardized services on site. Efficient planning of field service assignments has a positive impact on key KPIs and your employees have direct access to the data and service processes they need.

Global Business Services

With ServiceNow® Legal Service Delivery, we help legal departments unleash the power of automation for legal workflows and master the digitalization of their legal operations.

ServiceNow® HRSD provides a consistent employee experience while improving productivity. The Employee Service Center provides your employees with an optimal experience in a single, modern and cross-channel portal.

Governance, Risk & Compliance

Business Continuity Management via ServiceNow® reduces the downtime of business processes and ensures that regular operations can be restored as quickly as possible.

ServiceNow® Integrated Risk Management provides you with transparency about current risks, enabling the organisation to react quickly and in a targeted manner.

Security incidents are reported manually or automatically in real time. Workflows are used to assign corresponding tasks to your responsible persons. This ensures that security incidents are processed quickly and damage is kept to a minimum.

Your security operations team receives the information and plans needed to deal with threats in your context. Risk-based and in real time to prevent imminent risks from occurring.

ServiceNow® application possibilities by industry and sector

Industry & Manufacturing

Mastering the transformation to Industry 4.0 in Operation Technology Management or simplifying spare parts management with AI.

Field service

Provide field staff with the right information at the right time and plan routes more effectively thanks to Field Service Management.

Legal departments

In Legal Operations Management, we help legal departments unleash the power of automation for legal workflows or directly implement and integrate ServiceNow® Legal Services Delivery for your organisation.

Social economy

ServiceNow® Managed Services as the basis for the digital service transformation of social economy enterprises and NGOs.

Crisis management

Reduce response times with a ServiceNow® software for crisis management through the use of automated workflows and better visibility.

Finance

ServiceNow® also offers dedicated solutions for the financial sector with the Financial Service Operations (FSO) module, which is tailored to applications for banks, insurance companies and asset managers.

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 knowhow of our specialized and certified solution architects, consultants and accredited trainers enables companies to optimize the performance of their project landscape and thus sustainably improve the operational value creation and innovative strength of their company.

From our services for ServiceNow® Enterprise Service Management

We accompany you and your organisation on different levels and in different stages - from consideration, introduction, optimisation and further development of the ServiceNow® instance up to their operations and maintenance.

ServiceNow® Consulting

On a strategic level, we support and advise you on possible measures for setting up or expanding your ServiceNow® platform and its interlinking with various specialist departments.

You will receive a concrete roadmap for the step-by-step transformation of your ESM organization, which is designed to deliver measurable benefits.

To ServiceNow® Consulting

ServiceNow® Managed Services

The flexible tailoring to the needs of your organization without long-term contractual commitment provides security on the first steps with the service management platform.

To ServiceNow® Managed Services

ServiceNow® Implementation

Our large number of certified developers, architects and consultants are the right team for the implementation of your ServiceNow® platform or the integration of the modules and functions relevant to you.

We use our proven iTSM project process model to deliver our services efficiently, with high quality and transparency.

To ServiceNow® Implementation

Service Process Optimization

Our experts analyze your service processes with you using a method and identify bottlenecks, limitations and non-value-adding activities.

On this basis, we optimize in a targeted manner, streamline and accelerate the relevant processes and identify additional potential for digitalization and automation.

To process consulting

Unsere ServiceNow® Auszeichnungen

ServiceNow® News

Public Relation

20.03.2025

ServiceNow® honours iTSM Group with Reseller Partner of the Year Award

The ServiceNow 2025 Partner Awards recognize partners in various categories, geographies and sizes. The awards are based on a rigorous evaluation process that takes into account factors such as customer satisfaction, innovation and business impact.

Public Relation

30.10.2024

ServiceNow® Xanadu release: How to maximize the benefits of the new version

The recently launched ServiceNow® Xanadu release brings cutting-edge innovations to various business operations, ensuring smoother workflows, enhanced automation, and improved user experience.

Public Relation

28.02.2024

Why ServiceNow® ESM: The special features of the Enterprise Service Management System

In the field of Enterprise Service Management (ESM), companies are faced with the challenge of aligning themselves efficiently and flexibly with growing requirements and ever faster changing external environmental influences.

Public Relation

24.05.2023

ChatGPT and ServiceNow®: How to Integrate a Virtual AI Agent

With the appearance of ChatGPT the question has also become evident whether an integration of ChatGPT in ServiceNow® is reasonable and possible. We provide an overview of references for technical setup in this article.

CSM & FSM Lead

13.09.2022

ServiceNow® ITSM vs. CSM: So wählen Sie das richtige Modul für Ihre Organisation aus

ServiceNow® ITSM- oder CSM? Modulentscheidungen können sehr komplex sein. In seinem Blogbeitrag gibt Ihnen unser Experte Christian Seiberl Hinweise, welches Modul von ServiceNow® das passende für Ihre Anforderungen ist.