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 for Legal Operations Management, we support corporate legal departments in unleashing the power of automation for legal workflows and mastering the digitalisation of corresponding legal operations - from strategic consulting to implementation and operation.

In our joint venture smartvokat Trusted Quality, we bundle legal management and technical expertise for this purpose.

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. 

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.

With our services in Business Process Management, we support you in setting up, optimising and digitising the processes of your organisation, train and coach your employees for process-oriented thinking and automate individual process steps or entire workflows on the basis of various solutions.

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.

With the iRESC application, we offer crisis teams and emergency managers a tool to overview and solve risks and problems in extraordinary situations.

Our workflow application simplifies the reporting of events and provides your staff with action plans for crisis management: easy to handle and automated in its control.

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 Service Management as a Service (SMaaS) we take care of the daily tasks in the operative IT service management of our customers.

This way we make your internal staff available to work on important projects and urgent changes, while you can rely on a reliable service management basis.

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.

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.

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.

Process consulting

Orienting processes more closely to business goals and a process organisation that is as smooth as possible and optimally complemented by digitalisation and automation of business processes - these are the strategic goals of our process consulting.

Our experienced staff will guide you and your organisation, detached from rigid theory and individual frameworks, towards a contemporary Enterprise Service Management.

Organisational and process consulting for targeted management of business processes

The handling of complex processes with many participants, dependencies and documentation obligations is a great challenge for organisations and departments of various kinds. With increased expectations for flexibility and responsiveness, these challenges have not diminished.

Whether in classic IT service management, customer service or crisis management, for example, business processes in many directions need to be regularly streamlined in order to remain efficient and, at the same time, need to be brought to life by the organisation.

With a wealth of experience from projects in various industries and specialist departments, we have the necessary tools to identify starting points for the documentation, optimisation and digitalisation of your organisation's processes and to leverage potential with a constant eye on your value chain.

From our process consulting services

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 in the expansion of process-oriented thinking in your organisation.

To Business Process Management

Optimisation of processes

We record the processes in your organisation and identify weak points, 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.

Process digitalisation

Based on the analysis of your business processes, we support you in digitising and automating 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)

Digitalisation of Business Processes

Our focus topics in process consulting

Processes in IT Service Management

In IT Service Management we support the optimal alignment of your structural and process organisation and digitise and automate common tasks in service management - according to classic, agile or hybrid methods.

Processes in project and portfolio management

Our specialists for project portfolio management support you in establishing and improving your processes, tools and methods, e.g. according to PRINCE2®, PRINCE2 Agile® and Scrum, take care of setting up the appropriate technical structures and train your staff.

Processes in Customer Service Management

With our services in the area of Customer Service Management (CSM) we help service organisations to achieve customer-centred and efficient service processes, with the aim of increasing customer loyalty and ensuring optimal services around their own products.

Processes in Legal Operations Management

With our services in Legal Operations Management, we support legal departments in unleashing the power of automation for legal workflows and mastering the digitalization of their legal operations - from strategic consulting to implementation and operation.

Risk management processes

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

The iTSM Group as your service management provider - everything from one source


Our experienced team has the know-how and manpower required to provide you with targeted support - regardless of the tools or technologies used


As an established provider of training in the IT sector, we also ensure the training and further education of your employees with regard to processes and tools

Remote & Secure

As a consulting company with TISAX certification, we are also able to comply with the highest security standards as a remote service provider.


Our experts and consultants are certified according to a number of standards such as DevOps, CCNA and ITIL®.

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.  

How can we support you?

Timo Schrader

Head of Business Process Advisory

Business Process Management

With the help of Business Process Management, we help organisations to align processes more closely with their business goals and to build on the smoothest and most flexible process organisation possible, which is optimally complemented by digitalisation and automation of business processes.


To Business Process Management