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.


Read more

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.

Global Business Services

With ServiceNow® GBS to centralised services

In Global Business Services (GBS), we support our clients in optimizing service delivery and customer experience, focusing on the transformational value of a GBS organisation.

In doing so, our clients benefit from our interdisciplinary expertise from many GBS projects, our customer-centric focus as well as our experience in enterprise management.

Multi-functional business service delivery, synched end-to-end

The current business-world is more volatile and more complex than before. Many of the past business models are obsolete and not accepted by the new work force and your customers, digital-native. Business leader must adapt to changes as fast as possible to stay competitive, looking beyond the expected. Only agile, customer-centric and intelligent business organization will thrive in the digital age.

The iTSM Group supports and guides this transition on both a technological and organizational level: We analyze and optimize existing ways of working and boost your performances through the fast adoption of ServiceNow for GBS as your transformation accelerator.

ServiceNow® for GBS - a solution for global business services

ServiceNow help GBS organizations reaching their strategic objective by leveraging the powerful functionality of the platform.

With Intelligent routing (AI, Machine Learning), Agent Workspace and Performance Analytics, you can reduce your reporting effort, increase the efficiency of your service and enterprise productivity.

With Unified Service Center, Virtual Agents and knowledge base, you can increase the productivity of your new employees and provide them and your partners with a customer-like experience.

With the no and low-code capability, the third-party integration and cross-functional service execution, you can reduce your opex expenses, reduce your multiple systems of engagement and build your service chain of gain. All this and more is based on the powerful capabilities of the Now Platform.

The advantages of using GBS

Speed and agility matter

Create customer-centric, end-to-end processes across functions and geography. Innovation is the keyword of modern GBS and will support exceptional performance, while staying lean and competitive.

Transform your employee experience

End-to-end visibility to manage all the lifecycles and services for your leaders, omni-channel service delivery to bring consistent quality to your employees across all channel, all in one platform. 

Strategic value of the Now Platform for your GBS

The Now Platform delivers workflows across any organization, silos and systems, acting as your transparent layer for stakeholders. The power of the platform will help you rationalize tools and reduce costs.

Guide: ServiceNow® employee workflows and documents

If you use ServiceNow® for employee workflows (Human Resource Service Delivery), you have a choice of three types of document templates: HR document templates, HTML document templates, and PDF document templates.

To help you find the right document template for your purpose, we show you here what features each can support and provide.

To the Download

This is how we can support you:

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


HR Management

Through our Human Resources Service Delivery (HRSD) services, we empower our clients to better align their strategic approach to a modern employee experience with a unified digital experience.

To HR Management

ServiceNow® Operations

With Legal Service Delivery, the Now platform from ServiceNow® offers a connection between employees from specialist departments that require legal assessment and the legal teams that is integrated into your organization's system landscape. The comprehensive integration into governance or compliance processes, as well as the link to document management and eSignature software, make it possible to harness the power of digitalization for your organization's legal affairs.

ServiceNow® Legal Service Delivery


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.

Chiara Giuliani

Product Domain Lead Global Business Services

How can we support you?

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.
1 Bartholomew Lane,
London, EC2N 2 AX

iTSM Group Netherlands

Trusted Quality NL B.V.
Hutteweg 24
7071 BV Ulft


Telefon: +49 6135 9334 0

iTSM Group Austria

Softpoint Trusted Quality GmbH
Linzer Straße 16e
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