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® Project Management 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

› iTSM Guides › ITSM News › iTSM webinars › ServiceNow® Tutorials

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®
Implementation

Tailoring the Now Platform to your requirements

Implementing ServiceNow® solutions for your processes

As an Elite Partner of ServiceNow®, iTSM Group with its subsidiaries throughout Europe is one of the most distinguished houses for consulting and implementation of the Enterprise Service Management Platform of ServiceNow®.

We support our customers with a holistic approach on different levels: We offer strategic consulting at management, process and service level, develop the platform with our certified team of developers according to the requirements of your organisation and then ensure reliable operation.

Aiming for efficient digitalized workflows that effectively link people from your organization across departmental boundaries. Processes and projects that are transparently mapped on a single platform, integrative and automatable, supplemented by state-of-the-art self-services.

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.

The iTSM Group's process model for the introduction of ServiceNow®

The iTSM process model supports and optimises the implementation process so that the set goals can be achieved in time, budget and quality.

Start up & Initiation

At the beginning of the project, the foundations for successful implementation are laid. The aim is to define a common understanding of the project goals.

Preparation

This phase serves to analyse the content and describe all requirements in detail. This is where the solution design and development specifications come from.

Create & Transition

Here, the high-quality functions are created and tested together with the customers. The implementation follows an agile approach as far as possible.

Review & Close

A structured review is carried out to optimise the conclusion of the project. The focus here is on "lessons learned" from the project and the transfer to operation.

The iTSM Group services in the context of ServiceNow® implementation

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

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® UX Design

We support the user experience design of the platform and thus increase the acceptance and use of your service portal - for more satisfaction and efficiency in the company.

To ServiceNow® User Experience

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