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

› Inhouse Trainings › ITIL® › PRINCE2® › Scrum › ServiceNow® › Simulations › Workshops › Online trainings › Digital Learning Solutions

With our in-house trainings we support the development of the competencies of your employees specifically for your company.

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

› Scrum Fundamentals 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 › ServiceNow® Strategic Portfolio Management

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.

› IT service management at a glance (EN) › ITIL® 4 Foundation Online › PRINCE2® Foundation Online › Scrum Master & Product Owner 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.

Knowledge

› 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 › Management › Career › References › Partners › Companies › Locations › Social Responsibility

ServiceNow® tutorials

Tips for ServiceNow® users

Learn more about detailed issues in the application and optimization of ServiceNow® in short videos.

Explanatory videos on ServiceNow® platform features

The Now Platform is a powerful tool for digitizing and partially automating your processes and services. But the variety of possibilities makes it difficult to use the software efficiently. Which processes can I map in ServiceNow® and how? Which modules and functionalities should I use? Which possible applications do I have in different areas of the company? What are the infrastructure requirements?

A multitude of questions that we want to clarify for you here in various short tutorial videos on different topics. We will show you how to create portals, pages and widgets or give you development insights, such as the method "getRefRecord()" - enjoy the videos!

ServiceNow® service portal #1 – Overview of service portal app basics, portals creation and tricks

In this video, we give an overview and some basics on how to create a portal and show some very important tips. Then we will go into one of the main modules: portals. As mentioned in the video: if we need to highlight the core application modules when we look at the service portal modules, we can call them portals, pages and widgets.

ServiceNow®️ service portal #2 – How to create portal pages

In this video, we will show you how to create pages and add content to pages in ServiceNow® Service Portal using out-of-the-box widgets. We compare the page designer and the page editor and explain their benefits in specific deployment scenarios.

ServiceNow®️ service portal #3 – widgets basics

In this video, we will talk about the main components of widgets (HTML template, client controller and server part). We will also cover how to add widgets to pages and modify the instance options for each widget so that we can reuse them everywhere.

ServiceNow®️ service portal #4 – debug as a master

How do you normally debug service portal widgets in ServiceNow®? In this video, Felipe Schmit will show you two ways to debug and find out which is easier and faster in some scenarios, such as when debugging an out-of-the-box widget or a custom widget.

ServiceNow®️ service portal #5 – Widgets reusability and creating new options

The reusability based on widget options is very important, so you do not have to reinvent the wheel whenever you have a requirement. Therefore, it is very important to know existing widgets and their usages. Usually, you can simply set up widget options for widget instances and do not need to code a line. Sometimes this is not possible — then you create your own widget and its options.

ServiceNow®️ service portal #6 – Widgets: HTML, Client Controller and Server Script interaction

Creating a widget from scratch requires some structure. In this video, we will show you how to create a widget with no code inside. We will take it step by step, highlighting the details of the HTML, Client Controller and Server Script parts. In this specific classic example, we hit a button to retrieve the data from the server.

As mentioned in the video, there is a link for reference regarding the 'this.server.get()' function from the serviceportal.io website: https://serviceportal.io/docs/documentation/widget_client_script.md

ServiceNow®️ quick tip: getRefRecord()

In this video, we would like to put into practice a very useful method that will save you lines of code and make your code even more readable! The method is called "getRefRecord()" and should be used more often, as it is standard.

ServiceNow®️ quick tip – force records to update sets

Have you ever had the challenge that you needed to add some records to an update set, but those were not captured? Well, there are some ways of doing this instead of simply modifying the attribute in the table itself, because sometimes we still don't want every record to be captured in an update set. Therefore, in this video, we will show you how you can achieve this with only a few lines of code!

ServiceNow®️ Employee Center – Standard Ticket Page & My Requests

If you are unsure of the best way to filter records from specific tables in the ServiceNow® Employee Service Center, this video will show you the standard ticket page and the “My Requests” page in the Employee Service Center in ServiceNow® and how you can filter and customize records with just a few configuration steps and which fields are displayed on your page to ensure a standardized look and feel that meets your requirements.

ServiceNow®️ Employee Center – My Active Items Configuration

Need to configure cards on your index page so you can approve or reject tasks directly? In this video, we’ll show you how to configure the My Active Items cards on the Employee Service Center index page. By understanding the logic behind the setup, you’ll be able to easily adapt it for different types of requirements.

ServiceNow®️ Employee Center – To-dos Configuration

In this video, you'll take a deep dive into the To-dos Configuration, allowing you to easily filter the right records on the "My-Task"-dos page and configure the details within to-do each record. Additionally, you'll learn how to add actions, enabling you to trigger specific scenarios. With this setup, you'll be able to scale to other widgets if needed.

ServiceNow®️ Localization Framework: Translate content easily

Wie kann man Inhalte in ServiceNow® übersetzen? Das Localization Framework ist der beste Weg dazu - und wir zeigen Ihnen, warum und wie!

Sie können verschiedene Gruppen einbeziehen, Teile des Übersetzungsprozesses automatisieren und vieles mehr. In diesem Video zeigen wir Ihnen, wie Sie Katalogelemente und Employee Center-Inhalte übersetzen können.

ServiceNow®️ Employee Center – Modify CSS without cloning widgets

Do you immediately think about cloning widgets when you need to change the CSS? Even though it can lead to upgrade headaches down the road? After watching this video, you might want to think twice. There are better alternatives—like using Page CSS.

In this video, we’ll show you a clean and effective way to customize the CSS of your Employee Center pages without touching the widgets. We’ll use CSS Includes from the Portal Theme to make it happen. Plus, we’ll share a handy tip for experimenting with colors and styles using your browser’s inspection tools—perfect for previewing changes and identifying the right CSS selectors.

ServiceNow®: How to modify protected Script Includes

Have you ever encountered a protected Script Include in ServiceNow® and wanted to modify it, but couldn’t? In this tutorial, I’ll show you a simple way to adjust specific methods of a protected Script Include without altering the original code.

By using “empty” Script Includes that extend the main class, you can add your own conditions and customize functionality — making your work easier and more flexible.

Impulses for using ServiceNow®

Learn more about the application of ServiceNow® in our webinars.

To ServiceNow® Webinars

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