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.

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 Management

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.

Business Process Consulting​

With more than 20 years of experience, we drive your processes via best practices to ITSM as a commodity. Service Operation Excellence is the goal we want to achieve with.

Business process consulting bridges the gap between best-of-processes and technological implementation in ServiceNow or other tools. 

To process consulting

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:

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
Schwyzerstrasse 2a
CH–6422 Steinen

Tel.: +41 44 567 61 00


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


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