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.

ServiceNow® HR Service Delivery

ServiceNow® as a tool for HR service management

We support your strategic approach to a modern experience for your organization's employees with a unified digital experience based on the HR portal in ServiceNow®

The portal for the digitalization of HR processes and personnel management

HR Service Delivery with ServiceNow® provides a consistent employee experience while improving productivity. With the Employee Service Center, ServiceNow® provides you with all the applications you need to deliver the best experience to your employees in a single, modern, cross-channel portal. 

With case and knowledge management, you can standardize documentation, fulfill requests and resolve issues and questions in a single view. With Enterprise Onboarding and Transitions, you can offer your employees a great experience - starting with a smooth onboarding. This way, you can increase employee engagement and participation. 

With our experience, we at iTSM Group can help you define the right level of attention and automation for your services and provide your employees with simpler interfaces to complete their tasks. We offer you an intuitive digital experience to ease the burden on both your HR professionals and your employees. 

Use cases and features of ServiceNow HRSD

Employee Center

Use a central portal for service provision in the company - regardless of whether employees need support from IT, HR, Legal, Accounting or others.

Case & Knowledge Management

Standardize the documentation, interaction and fulfillment of employee requests and digitize and accelerate related processes.

Virtual Agents

Make it easier for your colleagues to solve problems and find information with an AI-powered chatbot that can hold conversations.

Employee Self Service (ESS)

A self service portal allows your employees to manage personal information, access resources and perform administrative tasks independently.

Data protection & privacy

ServiceNow® enables companies to manage sensitive employee data securely and comply with data protection regulations such as the GDPR. ServiceNow® also offers functions for encrypting data and defining access rights to prevent data breaches as far as possible.

Reporting and analysis

Create meaningful reports and dashboards to track HR metrics, understand performance trends to make informed decisions and better identify bottlenecks, problem areas and areas for improvement in HR services.

Guide: 5 Best Practices for HR Case Management with ServiceNow®

HR is no longer just an administrative department, but rather an innovative and strategic center that plays a crucial role in ensuring the success of the company. However, in order to deliver higher business performance, best HR practices must be implemented to increase efficiency.

Here are 5 best practices for effective HR case management with ServiceNow®.

To the download

The advantages of ServiceNow® HRSD

Improve the engagement of your employees

Provide a cross-departmental employee portal for all your functions to support your hybrid or decentralized workforces with a guided user journey. 

Streamlining processes through digital workflows

Move from complex processes to experiences that support your employees and automate tasks that are scalable across your organization. Make both your employees and your HR department happier.

Empowering HR professionals to make the difference

Automate cross-functional services and support via the platform. Manage, prioritize and route all cases through a single HR workspace. Easily report on meaningful data to make the best use of your resources.

The ServiceNow® services of the iTSM Group

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

Suitable workshops:

ServiceNow® for HR

The ServiceNow® Human Resources Service Delivery application automates standard HR processes within the HR organization.

The goal of the workshop is to eliminate the number of checklists, e-mail exchanges and phone calls performed by the HR team.

ServiceNow Trainings for your organisation - Inhouse

You would like to introduce or deepen ServiceNow® in your company together with your colleagues? Our trainers can also support you on-site and conduct the training and certification with you in your company or at a location of your choice.

On request, we will put together a tailored offer for the training of your employee:s - just contact us via our contact form.


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.

Sie haben Fragen?

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