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Focus

Our focus topics
› 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®

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

Read more
› 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

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.

Homepage / Focus / Service Management / Agile & IT Service Management

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.

Infografik der Bestandteile von agilem Service Management

Case

ITSM & ITOM & ITAM

Manufacturing Industry

ServiceNow® IT Service Management Relaunch and Establishment of IT Operation & Asset Management

iTSM Group supported a global manufacturer of fluid & air filtration systems with over 80 locations in realigning its ITSM platform and building a unified IT Operations & Asset Management based on ServiceNow®.

Challenges

  • Customized platform, which did not comply with current vendor standards
  • Local and distributed structures such as tools and teams
  • The binding nature of the platform use for the entire IT

ServiceNow® was already being used as a ticketing tool as part of IT support. Many of the elements used were adapted to user behavior and were scaled back to the manufacturer standard in a first project phase so as not to jeopardize the future scalability of the platform. In parallel, IT operation and asset management was set up, which was integrated into the current processes in the second project phase.

Download: Customer Success Story (Detail)

Case

IT Service Management

Global Investment Company

Realignment of the IT organisation based on ServiceNow®

The iTSM Group supports a global alternative investment specialist based in Switzerland with almost 700 employees in 13 locations worldwide in the comprehensive realignment of its IT service management with the aim of making a whole range of processes available across all business areas with one service platform.

The challenge

Consolidate disparate processes onto a single platform that ensures a consistent user experience to improve productivity through workflows and automation.

The solution

By implementing ServiceNow® Incident, Problem & Request Management as well as ServiceNow® Service Portal and Knowledge Management, a user-friendly service portal was set up as a "one-stop shop" for employees. The included agent dashboards with live data allow for better transparency and a reduction in the time needed to resolve critical support problems and incidents. In addition, the knowledge database allows for improved knowledge sharing and thus also shortens resolution times. In addition, the service catalogue was reorganised in the course of the implementation and thus made accessible to automation potentials.

Case

ITSM & ITOM

International airline

Implementation & Rollout of ServiceNow® ITSM & ITOM

The iTSM Group supports an international aviation company based in Germany in the comprehensive realignment of IT Service Management as well as IT Operations Management with the aim of making a whole range of processes available across all business areas with one service platform. 

Challenge

The complete package of strategic roadmap, process consulting, tool implementation, process rollout and training support had to be managed, while also moving the customer infrastructure from the on-site data centre to the AWS cloud. 

iTSM Group solution

  • Integrated transformation using the ServiceNow® platform.
  • Use of ServiceNow® Discovery & Cloud Management
  • End-to-end approach
  • Tool and process qualification of the employees with the help of Digital Learnings

Case

IT & ITSM strategy

German energy provider

IT & ITSM strategy for the IT organization of a German energy provider

The iTSM Group supports a local energy supplier in its transformation to a future-oriented IT organization. To this end, the task was to develop a target picture and a roadmap for the medium- and long-term IT transformation.

Challenges

  • Elaboration of the strategic IT goals based on the corporate vision and mission.
  • Fit-gap analysis of the maturity of the current IT (SM) processes and organization in relation to the strategic goals
  • Roadmap for a step-by-step optimization of the organizational structure and processes as well as the main tools to be used
  • Recommendations at the level of the organization, the processes and the technologies used

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.

To the practice workshop

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.

 

To Service Management as a Service

Your contact person

Bernd Ebert

Management Consultant Enterprise Service Management

bernd.ebert@itsmgroup.com

How can we support you?

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim

Tel.: +49 6135 9334 0
info@itsmgroup.com

 

iTSM Group Austria

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

Tel.: +43 732 794479 0
info@itsmgroup.com

 

iTSM Group Switzerland

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

Tel.: +41 79 712 56 76
info@trusted-quality.ch

 

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

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: kontakt@softpoint.at

iTSM Group Switzerland

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

 

Tel.: +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

info@itsmgroup.com

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