ServiceNow® Partner

Know-how for ServiceNow® consulting, implementation and operation

As an elite partner of ServiceNow®, the iTSM Group, with its branches in the DACH region and beyond, is one of the most prominent service providers for the ServiceNow® enterprise service management platform in Europe.

Our teams of certified experts have experience from a large number of projects for companies of various types - from medium-sized businesses to international corporations.

We support our customers with strategic alignment and process consulting, implementation, training and ongoing operation of the platform.

Case Study ServiceNow®

Implementation of ServiceNow® ITSM and GRC

Investitionsbank des Landes Brandenburgs (ILB)

Implementation of ServiceNow® ITSM and GRC at ILB

The primary goal of the project was to create a holistic, secure, and efficient digitalization platform for enterprise service management while further developing and optimizing the bank’s internal service organization. This initiative aimed to be based on ITIL best practices, integrated into existing administrative processes and applications.

Challenges

Increase in user satisfaction in IT service support
Standardized and qualified recording, processing, and traceable documentation of service requests and their handling
Improvement of availability and response times of IT support staff
Migration of the old ITSM application based on Lotus Notes Domino
Increase in the level of automation and reduction of media disruptions
Establishment of the foundations (tools and processes) to meet the regulatory requirements of the German BaFin authority

Products

ServiceNow® ITSM
ServiceNow® ITOM
ServiceNow® SPM
ServiceNow® IRM

Beneftis

Increased effectiveness and efficiency of core ITSM processes through streamlining, standardization, automation and training
Improved compliance with regulatory requirements through increased transparency and traceability of business transactions and data
Transformation of the customer from a technology- and silo-oriented organization to a service-oriented and customer-focused organization

The story in detail

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

The ServiceNow® services of iTSM Group

We offer you services at various levels to set up, optimise or further develop the ServiceNow® instance of your organisation.

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® 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

ServiceNow® trainings

As an accredited training house, we train your employees in the use of ServiceNow® as well as common methods and standards in IT service management and project management.

Whether practical workshops, classroom training or digital learning formats - we provide targeted training right up to certification.

To ServiceNow® trainings

Our ServiceNow® awards

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.

With ServiceNow® Workplace Service Delivery, you can standardize all processes relating to the management of buildings and premises.

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.