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.

Join us to experience the future of digital transformation against the sparkling backdrop of Las Vegas at the leading event for ServiceNow® enthusiasts and innovators. 

Agile & IT Service Management

Faster delivery times, closer integration of operations and development, a focus on customer needs - complex challenges for many of our customers.

We support you in the optimal alignment of your organizational structure and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.

Smooth, transparent and flexible service processes

To ensure that the IT organization provides the best possible support for the business processes in its company, the perception of customers - internal and external - must be the central driving force. For them, the quality of the overall service offering carries more weight than the individual product. The service offering should be visible and comprehensible, and it should be provided by a service provider who works in partnership, delivers its services quickly and with reproducible quality, and responds flexibly to changing conditions.

As an IT service provider, you are therefore faced with the conflicting demands of effectiveness and efficiency as well as short-term change requests. Often together with the demand to realize this with an agile attitude and agile practices.

The iTSM Group supports its customers in organizing the value streams and practices with proven methodical procedures from IT Service Management. This creates a basis on which different departments can work together in a well-interlocked manner and automation potential can be tapped.

By taking a holistic view of strategy, organizational development, processes and technology, we prepare the path for detailed implementation with alignment to the big picture.

Your added value from our ITSM services

Orientation to do the right thing right

By applying proven analytical and strategic analysis and planning models, you will get a clear view of the big picture: where you currently stand, how you can best align yourself, and what the route to your goal looks like.

Understandable, clear services

Digitally prepared and retrievable service offerings from the perspective of your customers and users create clear mutual service expectations. Service content and scope are easier to define, and you get a better structure in your service landscape.

Service Operation Excellence

Together with you, we take your services to the next level with the right tools. Optimized processes help you to improve performance and give your employees more time for the important issues. Appropriate configuration management creates transparency and expanded automation options.

By using the ServiceNow® Platform, we create the technical basis for efficient value streams with you.

Support for agile ways of working

Agile service management enables you to have lean, customer-centric processes and supports short iteration cycles of improvement. Under minimal constraints, you empower your organization to respond appropriately to organizational, technical, or other change requirements and support business operations.

We provide support in these areas

We support you in various topics of IT service management, both in business and technical consulting and implementation. Here you will find a selection:

Service Catalogue Management

Present your IT services to your customers and improve customer relations and service orientation. With the Service Catalogue, you can also optimize the source-based allocation of costs and revenues and form the basis for a business impact analysis.

To service catalogue management

Optimize ITSM core processes

Trim your processes to meet changing business requirements and free yourself up for further development.

Improve incident management, problem management, change management, and request fulfillment while easing the burden on your operational service management.

Establish configuration management

As a virtual image of IT, the Configuration Management Database (CMDB) and the associated data form the basis for the optimal functioning of other service areas and organizational models. Whether operational efficiency, value orientation, optimal service catalog, automation, DevOps or agile service management - all depend on a valid database.

Value Stream Mapping

Create lean, efficient and comprehensive value streams by identifying and eliminating waste, bridging process and tool gaps and organizational silos. With the value stream analysis, you focus the flow on value creation and prepare the basis for efficient processes, automation, DevOps and continuous integration & continuous deployment, among other things.

To Value Stream Mapping

Function, System Architecture & Platform

Identify the constraints and connections of your ITSM system. How to improve interoperability? What are the required functions? How to the ITSM processes interact? Understanding of your required ITSM Systems and functions helps to create best fit solutions.​

Designing the best integrated ITSM solution for your project - nothing less is our goal. Our ServiceNow® architects support you with extensive knowledge and experience on how to integrate what matters to you.

Support at various levels of IT service management

Instead of only working with you on local, technical optimizations in a tool, we prefer to work with a holistic approach. By this we mean a vertical slice through the topics in your organization and how they influence and take into account each other - the dimensions Value Streams & Processes, People & Organization, Technology & Information as well as Partners in the respective levels:

  • Your organization's values and strategy determine which provide guidance and concrete options for action
  • Develop appropriate stakeholder engagement and organizational model
  • Implement functioning value streams and processes that define the transition from organizational structure to process organization
  • Systems, functions and tools that support a smooth flow in the value stream

Using a variety of proven methods and process models, we help you to do the right thing and obtain concrete action steps for implementation. We will not leave you alone with the implementation, but will gladly accompany you until the successful operationalization of the jointly set goals.

Suitable practical workshops and services:

Agile Service Management & ITIL® 4

With our workshop “Agile Service Management & ITIL® 4” we give you the possibility of understanding the most important innovations of ITIL® 4 in a compact overview and to directly discuss their relevance to your individual situation.

Service Management as a Service

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


Your contact person

Bernd Ebert

Management Consultant Enterprise Service Management

How can we support you?

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim

Tel.: +49 6135 9334 0


iTSM Group Austria

Softpoint Trusted Quality GmbH
Linzer Straße 16e
4221 Steyregg/Linz

Tel.: +43 732 794479 0


iTSM Group Switzerland

Trusted Quality Switzerland GmbH
Prime Center 1, 7th Floor
8058 Zürich


The iTSM Group in Europe

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim


Telefon: +49 6135 9334 0

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

iTSM Group Austria

Softpoint Trusted Quality GmbH
Linzer Straße 16e
4221 Steyregg/Linz 


Telefon: +43 732 794479 0

iTSM Group Switzerland

Trusted Quality Switzerland GmbH 
Prime Center 1, 7th Floor
8058 Zürich


Tel.: +41 44 567 61 00

iTSM Group Romania

iTSM Trusted Quality S.R.L.
2 Mexic, Bl. 1, Ap. 17, sec. 1,
Bukarest, RO-011756


Telefon: +40 (744) 180499

iTSM Group Italy

Trusted Quality Italy S.r.l.
Via Leonardo Da Vinci 12
39100 Bolzano BZ

Enterprise Service Management

Our experts for Enterprise Service Management support you in the digitization and networking of the relevant business processes. 

With us, you can master your digital services and processes that make work faster and give your company a real competitive edge.


To Enterprise Service Management