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 for Legal Operations Management, we support corporate legal departments in unleashing the power of automation for legal workflows and mastering the digitalisation of corresponding legal operations - from strategic consulting to implementation and operation.

In our joint venture smartvokat Trusted Quality, we bundle legal management and technical expertise for this purpose.

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.

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.

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.

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.


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


Our experienced team has the know-how and manpower required to provide you with targeted support - regardless of the tools or technologies used.


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.


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

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 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 Netherlands

Trusted Quality NL B.V.
Hutteweg 24
7071 BV Ulft


Telefon: +49 6135 9334 0
E-Mail: info@itsmgroup.com

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 Great Britain

Trusted Quality UK Ltd.
1 Bartholomew Lane,
London, EC2N 2 AX


iTSM Group Italy

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


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