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

Scaling Agile

With Scaling Agile frameworks, agile methods are scaled to larger organizations and thus become accessible to them.

The iTSM Group supports its clients in the introduction of agile methods on a larger scale by developing the appropriate approach and accompanying the transformation of the organization at all relevant levels.

Bringing agile methods to bear on organizations in a scaled way

Larger and medium-sized companies in particular face immense challenges in scaling agile methods. This is because what was originally created for small teams is not easily transferable to the large scale. At the same time, the introduction of agile methods only in individual company divisions or products does not achieve its goals and brings with it organizational problems that do not allow the advantages of flexible and self-organized teams to come into their own. To be successful, the introduction of agility must therefore be holistic and encompass aspects of the entire organization.

A variety of approaches such as SAFe®, LESS, Nexus and other frameworks have emerged to provide large organizations with ways and means to master the introduction of scaled agile methods. However, not every approach suits every company, and so conceptual fuzziness and differences in detail make decision-making difficult.

The iTSM Group therefore offers specific and individual consulting based on a situation analysis of the company. In this process, topics such as the definition of products, the identification of value and development streams, the mapping of these streams to each other, the allocation of existing systems and those to be developed and the people involved are clarified. Only in this way knowledge can be gained about the teams to be formed, dependencies identified, their organizational optimization needs determined and ultimately the scaled form found that is most efficient for the respective company.

What is scaling agile?

The term "Scaling Agile" refers to the application and implementation of a framework adapted to the company's specifics for the planning and collaboration of multiple agile teams in an organizational environment.

This is how we support you:

Capture initial situation

In the digital age, companies find themselves in a situation of very fast development processes (time-to-market) and high competition. The untested use of popular frameworks, coupled with the hope that it will all fit, does not help here. Therefore, the first step should be to take a 360 degree view to clarify one's own starting position, determine the available resources and identify the next steps.

SAFe® Framework

SAI's Scaled Agile Framework (SAFe®) is a comprehensive framework that takes into account and integrates almost all areas of a company and is available in various forms depending on the size of the company and its scope. Our courses such as "SAFe® Leading Agile" can be attended as an introduction to the topic, or individual approaches can be chosen.

Define products

There is often a need to make products more market-driven. Be it through innovations to be able to prevail over the competition, through the creation of additional features to make the product more attractive or also through a tighter product portfolio to be able to concentrate on the essential products and weed out old ones. Sometimes even completely new products are necessary to meet the digital age with modern products.

Design thinking workshops are suitable for this product definition or product update, which result in customer-oriented and desirable product definitions that allow products to be more profitable and sustainable over their life cycle.

Identification of the value streams

The advantage of defined operational value streams is that they form the basis for many lines of vision. Not only can organizational teams be aligned with these value streams, but they also help to focus on the right topics, to create transparency for the allocation of operational processes and to be more efficient and optimizable for the mapping of requirements from digitalization.

These value streams must be identified, documented and updatable in order to deliver the expected benefits such as meeting customer requirements or reducing costs.

Value Stream Mapping

Once the value streams have been defined, they must also be further updated and adapted. The interrelationships of these business processes are also of crucial importance. If this value stream network does not work properly, a lot of disruptions can occur, such as increased costs in service delivery, misunderstandings from product idea to implementation, too slow product creation, too little knowledge about the holistic value delivery process or delays and loss of focus. To avoid this, a management of the value streams and a clear mapping between them is absolutely necessary.

To Value Stream Mapping

Roles and teams

Agile processes only make sense if the people involved do the right things and the cooperation between the different roles works well. However, this is not always the case because, for example, individual roles are not trained enough or still lack experience. Thus, the aspects of customer centricity, effective and shortest possible product creation and quick reaction to changes in the market are not achieved and the disappointment is great. Here, team training or role coaching can be appropriate and help to clarify uncertainties and put the team on the right course.

Integration in service management and DevOps structures

When agile and non-agile structures work together, there is usually friction. If, for example, a company has already converted the processes in IT to agile methods, but not yet the adjacent areas such as service management and DevOps, then this is ineffective. Even if these topics are not mapped in the same teams as development, the consistency of the processes in an end-to-end integration is nevertheless crucial for success.

Case - Project example

Agile Operating Model

Fresenius Digital Technology GmbH

Agile Operating Model for the ServiceNow® Platform

Fresenius Digital Technology was already using ServiceNow®. The aim was to develop and implement a future model for the development and operation of the ServiceNow® platform, matching the requirements in relation to the existing structure and teams.

The tasks of the iTSM Group

The current operation model of Fresenius Netcare was examined. For this purpose, interviews were held with the stakeholders (product owner, project lead, etc.) and the cross-functional areas - coordinated by the representatives of the contractual partners. In the next step, the iTSM Group independently developed an operating model for the ServiceNow® platform, which includes all process-related steps from the initial requirements to the deployment on the production instance and thus the technical go-live.

Furthermore, different process flows were introduced in order to enable particularly high business criticality with quick reaction and implementation. With appropriate training and coaching measures, the overriding goal was to equip the platform team with expertise and structure in order to achieve speed and reliability, especially in their own organization.

All points resulted accordingly in governance and framework documents to ensure progress in the long term.

Case - Project example

Transformation of support processes

Software development company for the automotive industry

Adaptation and optimization of support processes within agile transformation

The iTSM Group supported the company in its transformation to an agile software development company. SAFe® was chosen as the template for the process organization.

The tasks of the iTSM Group

Carrying out an analysis of the organization, processes and tools for the status quo (what is there and can be used).
Identify solutions to complex problems in the support structure and bring about decisions
Carrying out process design based on the experience of iTSM and customer workshops
User-friendly documentation of the processes (sequence, roles, interfaces, goals and key figures)

The iTSM Group as SAI Partner

Certified Scaled Agile Expertise

As a Bronze Partner of SAI - the Scaled Agile Institute - iTSM Group is the ideal companion for the agile transformation of organizations with different backgrounds and sizes. Our SAFe® Program Consultants (SPCs) are not only highly trained in the content, but also experienced in dealing with the individual steps and procedures for implementing the agile transformation.

The iTSM Group as your partner for the agile transformation of your organization

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.

Certified

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

Your contact person

Christian Rauch

VP Transformation Consulting Services

Christian.Rauch@itsmgroup.com

+49 6135 9334 0

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 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

Agile transformation

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.

To Agile Transformation