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.

Digital Learning

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.

Your Challenges


The onboarding process should be carried out as efficiently as possible - no downtimes due to the induction of new colleagues, integration into new processes as quickly as possible and prompt instruction in important rules of information security, data protection and occupational safety.

Work processes

Employees must be trained for new work processes in the shortest possible time, often at different locations.

Learning context

Different learning formats must be integrated into the appropriate context and made available in modified form.


Information often needs to be disseminated at short notice and in a clear format to be better retained in the flood of information.

Our solutions

Nowadays, digital working is a matter of course and it is hard to imagine everyday life without it. In this new digital age, the iTSM Group's digital portfolio is helping other companies to become more efficient and capable.

  • We produce digital content for you that fits your needs perfectly.
  • We offer interactive learning experiences, knowledge nuggets and context-specific learning formats.
  • We support you with our many years of practical experience in the conception of screenplays.
  • We deliver technical focal points that are broadly diversified, use-case-related and geared to the individual challenges of our customers.
  • We accompany you efficiently during onboarding processes or the rollout of tools
  • We support you in carrying out internal company surveys, the clear communication of company guidelines or the successful implementation of new processes in the company.
  • We offer coaching and, on request, provide you with our Learning Management System as a cloud solution.
  • We implement your content and deliver reliable reporting

Interactive learning experience

Full learning experience with learning goal control, quizzes and more

  • Alternative to Classroom Training
  • Provision in Learning Management System (LMS- internal/external) incl. reporting, e.g. outstanding execution, duration of course attendance
  • Simple quizzes up to evaluable knowledge queries incl. evidence
  • Systematic quality improvement of the course through quiz reporting*
  • Learning paths and individual course dynamics **
  • Variety through interactive elements, soundtracks, videos and more
  • Format: Scorm (1.2 or 2004)

Example: Process and tool rollout incl. knowledge query

Knowledge​ Nuggets

Short knowledge transfer in video format

  • Short insight into topics (up to 5 min)
  • Can be a tool tutorial with sound recording, anonymization and accompanying information
  • Provision platform independent (Wiki, FAQs, Sharepoint, Knowledge base)
  • Format: mp4 (or HTML)

Example: Open Incident in Self Service Portal

Context-specific learning formats

Short knowledge transfer in video format

  • e.g. ServiceNow Guided Tours
  • Context-related/guided help in the tool
  • Reporting possible
  • Creation with tool board tools
  • Role-based or auto-launching
  • Format: Tool-specific

Example: Navigation Help Using a Request Form in the Self-Service Portal

How can we help you?

Caroline Riedel

Manager of Digital Learning​