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 › Organizational Change Management

› 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® Application Management › 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.

› ServiceNow® CSM › ServiceNow® CMDB › ServiceNow® HR Service Delivery › ServiceNow® ITOM › ServiceNow® IT Service Management

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.

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

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® (Version 5)

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®.

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.

› Digital Learning Solutions › IT service management at a glance (EN) › ITIL® 4 Foundation Online › ITIL® 5 Foundation Online › PRINCE2® Foundation Online › Scrum Master & Product Owner Online

Knowledge

› iTSM assessments › Events › Guides › ITSM News › iTSM webinars › ServiceNow® Tutorials

In our iTSM assessments you gain a structured overview of your organization’s current state and identify specific areas for action.

› Ready for CMDB Discovery? › To what extent does the NIS2 Directive apply to you?

› Establishment of business continuity management › GBS Employee Workflows › HR Case Management › Identity Management Whitepaper › KPIs Optimizing Procurement › Risk Assessment Whitepaper › Service Catalogue Management › ServiceNow® ITSM: Incident triage in the Employee Center › Freeing up IT team capacities

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

ITSM Outsourcing with SMaaS

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

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.

Certified

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

Know-How

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

Service Management Outsourcing - using IT resources effectively

Do you want to outsource ITSM processes without losing control over quality and costs? With Service Management as a Service (SMaaS), we handle the day-to-day tasks of your operational IT service management—from the service desk and incident management to service reporting—in a scalable, transparent manner and without rigid contractual commitments.

This frees up your internal staff to focus on important projects, while you can rely on a solid service management foundation. Our staff, who specialize in ITSM processes and applications, work as an integral part of your team in the roles required, serve as the point of contact with other departments, and actively support your Continual Service Improvement.

This allows us to take some of the burden off your daily business operations and support you in transitioning to new ITSM platforms, tools, and processes, or to work with you to pave the way for the strategic alignment of your IT services.

Learn more

We can help you with these issues:

IT Skills Shortage

The shortage of skilled workers is holding your team back: open positions for service desk or incident management remain unfilled for longer.

Reporting vs. Project

Your team spends too much time on routine service reporting instead of strategic projects.

Contract Negotiations

Ad hoc requests regularly exceed the scope of your fixed-price contracts—every change in the change management process leads to a contract dispute.

Flawed CMDB

The quality of your CMDB data leaves much to be desired, and no one has the capacity to maintain it in a structured way.

Overgrown Service catalog

Your service catalog has evolved over time, is difficult to navigate, or lacks proper financial documentation.

Knowledge Silos

Knowledge of ITIL® processes and tools is tied to specific individuals—you don't have a reliable plan for covering for them.

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.

Core Services

Relief and flexibility in daily business

Transformation Services

Active management and development of process and service capability

Strategic Services

Increase the business value of the ITSM organization

Regularly creating, quality-assuring, and distributing defined reports to the respective target groups

Quality checks on ticket/CI data, data collection and follow-up, maintenance, and documentation in the CMDB

Regular review and update of key process- and tool-related guidelines, standard operating procedures, and FAQs

Regularly review your system master data—from support groups to user rights—to ensure a clean, up-to-date database during ongoing operations.

We monitor your OLAs and SLAs, track response and resolution times, and ensure timely escalation.

Handling cross-service and cross-module coordination tasks—from schedule tracking to centralized information storage.

Creation and further development of customized reports and dashboards; implementation of requirements and change requests that require process and tool expertise

Develop and conduct regular training and awareness sessions for process stakeholders to facilitate knowledge transfer regarding ITSM processes and tools—whether through individual training sessions, web-based training, or on-the-job training.

Planning and managing subprojects that span multiple services and modules, including defining roles, functions, and responsibilities.

External Service Catalog Management – for a valid, structured service catalog as a central management tool.

Active facilitation of your improvement meetings (incident reviews, RCA, CAB), including follow-up on actions and regular progress reporting.

We identify the need for changes to processes or tools from the perspective of various stakeholders, document requirements, and oversee their implementation through testing and acceptance.

Assume the role of “Process Manager” for one or more ITSM processes within the client organization. Represent the process at the senior management level.

Assume the role of “Project Manager” to oversee the planning and implementation of improvement measures at the process, organizational, and tool levels; be responsible for ensuring that ITSM projects are delivered on time, within budget, and to the required quality standards.

Planning and implementing the medium- or long-term roadmap for the client’s ITSM system. Conducting business value assessments, preparing and coordinating business cases at the senior management level.

Temporary or permanent assumption of the product owner role for your ITSM platform or individual modules—including budget and resource planning.

Customized assessments to objectively evaluate maturity levels and identify improvement initiatives—on an ad hoc or regular basis.

Case Study

Car manufacturer

Support and further development of operational ITSM processes

Our customer required a complete package of operational process support and process coordination as well as the design and implementation of new operational processes.

Services of the iTSM Group

Our team of experts provided support in daily business and a variety of specialized tasks. These included in particular the creation and maintenance of process manuals and operational instructions, design and execution of KPI reports as well as (partial) automation of reports and the further development of operational ITSM procedures/processes.

The creation of requirement specifications and user stories as well as the design and execution of quality assurance procedures were also part of the assignment, as was the implementation of training courses to establish the implementation of the processes within the organization.

Benefits for the customer

Faster approval processes for RFCs: The time required for checking and correcting individual RFCs was reduced by approximately 90%.
Traceable direct cost reduction through process optimization and quality increase between 10% and 15%.
Concentration on the core business: on average, about 50% of the customer's internal resources were freed up for other tasks
Increase in the quality of operational documents by 23

Case Study

International financial services provider

For operational support and further development of ITSM processes in the AMS area, our customer required extensive support in central release management, problem management and change management

Services of the iTSM Group

Our experts provide support in consulting, implementation and communication of process changes. In particular, they helped with the concept creation and further development of a release management platform, the adaptation of the problem management process and the optimization in the area of communication and handling in change management.

The creation of reports and trend analyses, training concepts and documentation, as well as the provision of newsletters and release notes were also part of the project, as was support in operational knowledge management and special cross-departmental tasks, such as the migration of a new version of the ITSM tool used.

Benefits for the customer:

Increase in plan-release implementation by approx. 25%
Faster coordination and approval processes for planned release weekends by about 50%
Traceable direct cost reduction through process optimization and quality increase between 5% and 10%
Increase of data quality in the area of reporting and problem management by about 20%
Reduction of user requests in relation to the problem management process by about 20%
Concentration on the core business: on average, about 22% of the customer's internal resources were freed up for other tasks

5 tips to relieve your IT team capacities

In this guide, we present five valuable tips to help you optimize your (IT) service management and deploy your team capacities in a targeted and efficient manner. From focusing on your core competencies to continuously improving your services and processes, we provide tried-and-tested approaches and proven tips to increase the success of your IT organization.

Download document

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 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: info@itsmgroup.com

iTSM Group Switzerland

Trusted Quality Switzerland GmbH
Seidenstrasse 4
8304 Wallisellen

Tel.: +41 79 712 56 76
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: info@itsmgroup.com

Service Management

We provide you with comprehensive 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.

To service management consulting