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. 

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.

Service Management as a Service

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.

Service Management Outsourcing - using IT resources effectively

Outsourcing service management tasks can pay off for companies for various reasons: Internal resources are relieved and can thus better focus on their core business and drive innovation, the quality and availability of services are increased and thus also customer and user satisfaction. Last but not least, scalability enables flexible cost management and reduces time-to-market.

To ensure that our customers benefit from these advantages, we support them with Service Management as a Service by taking over tasks in (IT) Service Management. Our employees specialized in ITSM processes and applications work as an integral part of your team in the roles required in each case, provide the interfaces to other areas and actively promote your Continual Service Improvement.

In this way we can relieve you in your daily business and support you in the conversion of ITSM platforms, tools and processes or, together with you, pave the way for the strategic alignment of your IT services.

Learn more

The advantages of Service Management as a Service

Increase customer satisfaction

An active relationship with customers and consumers that promotes the ongoing business value of products and services

Accelerate time-to-market

Fast delivery of new/changed services and products while ensuring high quality and availability

Maximize ROI

A transparent portfolio of services, products and suppliers, actively managed on the basis of reliable and transparent KPIs, facilitates the maximization of return on investment.

Reduce TCO

A specialized and scalable team of ITSM experts ensures the timely availability of critical capabilities and functions - helping to reduce the total cost of operation.

SMaaS Service components

In the three modules - Core Services, Transformation Services and Strategic Services - you can choose from a variety of service components with different levels of maturity and put them together according to your specific needs.

Ideally, these services should interface with each other so that you can take full advantage of all the benefits of SMaaS. Interlocking enables fast communication, improves responsiveness, increases quality, and continuously optimizes the collaboration model of each service. 


Examples of possible services in the respective modules:


Exemplary content of the services

We determine the specific content of the services you select together based on your requirements. Possible services could be designed as follows:



Core Services

Relief and flexibility in daily business

Standard Reporting Services

Regular creation, quality assurance and provision of defined reports for the respective defined target groups

Data Quality Services

Quality check of ticket/CI data, data acquisition and follow-up, maintenance and documentation in the CMDB

Guideline Updates Services

Regular review & update of the essential process/tool related guidelines, standard operating procedures, FAQs.



Transformation Services

Active management and development of process and service capability

Custom Reporting Services

Creation and further development of customer-specific reports & dashboards, implementation of requirements/change requests that require process and tool know-how.

Training & Coaching Services

Development and implementation of regular training and awareness sessions for process participants for the transfer of knowledge about ITSM processes and tools - both in individual trainings, web-based trainings or training-on-the-job.

Center of Excellence

Planning and controlling of service and module-spanning sub-projects including the definition of roles, functions and responsibilities.



Strategic Services

Increase the business value of the ITSM organization

Process Manager as a Service

Assume the role of "Process Manager" for one or more ITSM processes in the customer organization. Representing the process at senior management level.

Project Management

Assumption of the role of "project manager" for controlling the planning & implementation of improvement measures on process, organization and tool level, responsibility for in-time, in-budget and in-quality delivery of ITSM projects

Strategic Advisory Services

Planning and implementation of the medium or long-term roadmap for the customer's ITSM system. Execution of business value assessments, preparation & coordination of business cases at senior management level.

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®.

Downloads for Service Management as a Service

Your contact person:

Marc-Christian Weber

Manager of Process Operations

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