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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.

With our Customer Service Management (CSM) services, we help service organizations 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. 


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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.

Our experienced employees will lead you, detached from rigid theory and individual frameworks, to a modern Enterprise Service Management.

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.

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.

With our experienced management consultants from the Future Service Enablement division, we develop our own answers to the Enterprise Service Management of the future and help our customers to profitably use the possibilities and advantages of digitization in their own business and service processes.


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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.

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.

Customer Service Management (CSM) 

With our Customer Service Management (CSM) services, we help service organizations 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.

The benefits of a holistic customer service management system

Customer Satisfaction

With optimized customer service management, you can offer your customers simple and appealing omnichannel channels for all service inquiries - whether product information, contract conclusion, or fault reporting.

AI-based self-services and 24/7 mobile interaction take your customer touchpoints to the next level.

Operational Excellence

Eliminate information gaps and media discontinuities in your service processes. Create a 360° view of your customer centrally and across teams. This enables service agents to process all service requests in a targeted and effective manner in the initial contact.

Control your service process workflow-supported through all involved units and consolidate the relevant information from third-party systems in a dashboard.

Quality Increase

Gain full transparency on the adequacy and compliance of service levels and manage your service quality based on objective facts.

Anticipate customer needs with AI and automate known services end-to-end for agreed and efficient processing.

The solution: ServiceNow® Customer Service Management

Customer Service Management from ServiceNow® offers maximum transparency for your customer care department. At any time, they have a 360° overview of your customers - such as delivered products, delivery status or faults. In this way, it helps to deliver the right services right from the start. 

Up-to-date customer information and targeted services increase customer loyalty and satisfaction. In this way, the system makes a significant contribution to increasing customer lifetime value and overall sales.

The integrated field service management also enables the targeted deployment of the right resources for the right assignments at your customers' sites. 

The CSM services of the iTSM Group

We offer you various services for the development and optimization of your organization's customer service management:

From Vision to Value

Our experts advise you on your strategic issues relating to customer service. We work with you to develop the necessary measures.

You receive a concrete roadmap for the step-by-step transformation for a sustainable improvement of your CSM organization on all levels - organization, technologies, people and partners.

Service Process Optimization

Our experts work with you to analyze your service processes using a method and identify bottlenecks, limitations and non-value-adding activities.

On this basis, we optimize in a targeted manner, streamline and accelerate the relevant processes, and identify additional potential for digitization and automation.

ServiceNow® CSM Implementation

We implement the Customer Service Management and Field Service Management modules of ServiceNow® for you in line with your requirements and operate them in the Application Management Service on request.

In doing so, we use our proven iTSM project procedure model to deliver our services efficiently and transparently for all key stakeholders.

CSM Workshops

As an accredited training partner of ServiceNow®, we train your employees in the application as well as in the further development and configuration of the ServiceNow® platform.

In customized workshops, we show you the tips & tricks for using the platform, as well as the necessary and latest features - both online as virtual classroom training and in-house at your organization.

New now:
ServiceNow® Virtual Classroom Trainings

Learn to master ServiceNow® tools and functionalities via online live session with trainer.


ServiceNow® Virtual Classroom

The iTSM process model for the implementation of ServiceNow®

The iTSM process model supports and optimizes the implementation process to achieve the set goals in time, budget and quality

Start up & Initiation

At the beginning of the project, the foundations for successful implementation are laid. The aim is to define a common understanding of the project goals.


This phase serves to analyse the content and to describe all requirements in detail. This is where the solution design and development specifications arise.

Create & Transition

Here the high-quality functions are created and tested together with the customers. The implementation follows an agile approach as far as possible.

Review & Close

A structured review is carried out to ensure that the project is completed in the best possible way. A "Lessons Learned" of the project and the handover into operation are the main focus here.

The iTSM Group as your partner for Customer Service and ServiceNow® - everything under one roof


Our experienced team brings know-how and the necessary manpower to support you in a targeted manner - regardless of the tools or technologies used.


As an established provider of training in IT and project management, we also ensure the education and training of your employees with regard to classic and agile methods.


Our experts and consultants are certified according to a number of standards such as DevOps, Scrum, PRINCE2® and ServiceNow®.



ServiceNow® and the iTSM Group - forward-looking partnership

As an Elite Partner of ServiceNow® the iTSM Group with its subsidiaries in Germany, Austria, Switzerland and the Netherlands is the first choice for consulting, implementation and operation of solutions based on ServiceNow.

We support our customers with a holistic approach and according to individual needs - from strategic orientation, implementation and competence transfer to the continuous operation of the platform.

The concentrated know-how of our specialized and certified Solution Architects, consultants and accredited trainers enables companies to optimize their project landscape in terms of performance and thus to sustainably improve the operational added value and innovative strength of their company.

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

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 
Schwyzerstrasse 2a
CH–6422 Steinen


Telefon: +41 44 567 61 00

iTSM Group Netherlands

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


Telefon: +49 6135 9334 0

iTSM Group Romania

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


Telefon: +40 (744) 180499