With our services in the area of Agile & IT Service Management we support our customers in the optimal alignment of the structural and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.

Make your business more responsive and flexible with agile approaches, create more business value for you and your customers and win with a faster time to market.

With our experience in integrated ITSM and DevOps environments, Scrum/Kanban and strategic focus on scaling agile, iTSM Group is the ideal partner for agile practices and organisational transformation. 

With our services in the area of Customer Service Management (CSM), we help service organisations to work in a customer-centric and efficient way.

With "AI"-based self-services, you enable your customers to interact mobile, efficiently and 24/7, while your service agents have all customer-relevant information available centrally - in every process step, across departments and up-to-date at all times.

With our services in the area of Governance, Risk and Compliance, we help our customers to meet the constantly growing compliance requirements from information security, data protection and risk management with suitable concepts, processes, services and technical solutions. 

In this way, we put our customers in a position to sustainably anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.

In an increasingly data-driven world, the classic methods and tools for handling IT operations are no longer sustainable.

With our IT Operations Management services, we support our customers in modernizing and transforming their IT operations and help them to reach the next level of automation.

With our services in the area of Project Portfolio Management (PPM), we support our customers in better aligning their project management with the corporate strategy and in making project work more efficient overall - regardless of whether it is carried out according to classic or agile approaches. 



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.

With our Application Management Service (AMS), we take care of the daily tasks involved in the operation of our customers' platform solutions - especially with regard to global ServiceNow® platforms. 

Our cross-project expertise and maximum transparency in our approach are the basis for a successful and trusting partnership.

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.

IT Infrastructure Library (ITIL®) is a globally recognised framework for implementing IT-Service Management.

In our ITIL® training courses for v3 and ITIL® 4 you will learn the processes, organisational structure and tools necessary for operating an IT infrastructure and can become officially certified according to the globally valid standard.

ITIL® Foundations

PRINCE2® (Projects in Controlled Environments) is a process-oriented method for project management that is based on best practices.

In our PRINCE2® training courses, you and your colleagues learn the framework for successful projects and concrete recommendations for action for each project phase. In addition, you can also take an exam and receive your PeopleCert® certificate of the international standard right away. 

ServiceNow® is a provider of cloud-based software-as-a-service (SaaS) for enterprise service management.

In our ServiceNow® training courses, you will gain experience in using the software and learn how to map and optimize your work processes in ServiceNow®. As an authorized training partner of ServiceNow®, we also offer you the official certification.

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.

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.

Business Process Management

With Business Process Management, processes are more closely aligned with business goals and aim at achieving the smoothest possible process organisation, which can be optimally complemented by digitalisation and automation of business processes.

With BPM to digitalisation of business processes

What is Business Process Management?

Business Process Management (BPM) is a systematic approach to capture, design, execute, document, measure, monitor and control both automated and non-automated processes in order to sustainably achieve the goals aligned with the corporate strategy. Thus, a higher process quality, faster process times and a higher data consistency should be achieved.

We support you with our services in Business Process Management in building up, optimising and digitising the processes.

Why Business Process Management?

Business Process Management not only aims to improve business processes. Organisational hurdles created by the classic organisational structure are removed by BPM. Process workshops with process participants from different organisational units contribute to building a uniform understanding of processes. Cross-departmental communication is promoted and organisational silos are dismantled.

Business Process Management is a cross-cutting function and should permeate the entire organisation. Nevertheless, BPM can be done on a large or small scale - from the analysis of a complex value chain to the implementation of a technical sub-process.

The added values of Business Process Management at a glance

Knowing and understanding one's own processes are key factors when it comes to using resources efficiently, managing complexity successfully and driving digitalisation forward. How exactly can BPM support these requirements?

Transparency in processes

Dependencies and responsibilities, process steps and associated risks become more transparent. By measuring defined KPIs, you are aware of current developments and have the basis for analysing and optimising the process organisation.

Process efficiency

BPM aims at raising potentials to reduce the cycle time of processes while involving as few resources as possible and increasing the quality of processes and their product.

Process automation

A structured survey and analysis of processes enables the targeted identification of automation potentials in order to accelerate time-consuming manual process steps and avoid processing errors.

The BPM services of the iTSM Group

Establish Business Process Management

We work with you to set up process management for your organisation - centrally or decentrally. To this end, we conduct BPM workshops and define vision, goals and the necessary strategy with you, provide assistance in building your process map, implement roles and responsibilities for your BPM and help with training and coaching to expand process-oriented thinking in your organisation.

Optimisation of business processes

We record the processes in your organisation and identify weaknesses, bottlenecks and potential for improvement, determine process KPIs with you so that you can control and monitor your business processes and design a BPM work breakdown structure.

With our project experience, we can also take over the project management of the corresponding BPM project in your organisation - no matter whether according to classic, hybrid or agile methods.

Process documentation

We survey your processes with the international standard BPMN 2.0 (Business Process Model and Notation) and define the modelling guidelines for your organisation together with you. In addition, we train you and your employees in BPMN 2.0 and DMN (Decision Model and Notation) and create a modelling manual for your organisation.

BPM tool selection

We work with you on the concrete requirements that a BPM platform has to fulfil for your organisation and support you in the selection of a suitable BPM tool - independently and exactly according to your needs. You will also receive an introduction to tools such as ARIS, Signavio or Bpanda.

Workflow Management

Based on the analysis of your business processes, we support you in the digitalisation and automation of your business processes on the basis of various platforms, such as Jira, ServiceNow®, Camunda or other automation technologies. These automation potentials are not only limited to tasks and events, but also concern decisions with the help of DMN (Decision Model and Notation).

On digitalisation of business processes

BPM Trainings

We also train you and your employees in the application of the Six Sigma process improvement methodology, BPMN 2.0 or other methods for systematic process implementation.

Suitable Workshops:

Methodology of the Project Implementation and Optimisation

This 1-day workshop depicts methods for the systematic process implementation and enables you to be able to detect often occurring organisational obstacles and to overcome them.

Read and understand BPMN 2.0

In our training workshop BPMN 2.0 you will get to know the language for standardised process documentation and learn how you can use it to optimise and digitalise your processes.  

Do you have any questions?

Tobias Beckmann

Head of Digital Services Advisory

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
E-Mail: info@itsmgroup.com

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
E-Mail: info@itsmgroup.com

iTSM Group Austria

Softpoint Trusted Quality GmbH
Linzer Straße 16e
4221 Steyregg/Linz 


Telefon: +43 732 794479 0
E-Mail: kontakt@softpoint.at

iTSM Group Switzerland

Trusted Quality Switzerland GmbH 
Schwyzerstrasse 2a
CH–6422 Steinen


Telefon: +41 44 567 61 00
E-Mail: info@trusted-quality.ch

iTSM Group Romania

iTSM Trusted Quality S.R.L.
2 Mexic, Bl. 1, Ap. 17, sec. 1,
Bukarest, RO-011756


Telefon: +40 (744) 180499
E-Mail: office@trusted-quality.ro

iTSM Group Italy

Trusted Quality Italy S.r.l.
Via Leonardo Da Vinci 12
39100 Bolzano BZ