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

› 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® 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.

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

› ITIL® › PRINCE2® › Simulations › Workshops › Digital Learning Solutions

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

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

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.

Knowledge

› ServiceNow® Tutorials › Webinars

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 › Companies › Locations › Partners › Management › Career › Social Responsibility

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.

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

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:

Infografik zu den Produktbestandteilen von Service Management as a Service

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.

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

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

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

Trainings

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.

Certified

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

Flyer Customer Reporting Services

In our flyer for the SMaaS service module "Customer Service Reporting" you can learn more about our reporting services in the context of SMaaS

Flyer Process Engineering Services

The Process Engineering Services (PE) provide flexibility to fixed-price projects with a contract term of several years, so that there is no need to adjust the contract in case of changes and ad hoc requirements.