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.

Customer Service Management (CSM) 

Enable your customers to interact mobile, efficiently and 24/7 with "AI"-based self-services and provide your service agents with all relevant information centrally - in every process step, across departments and up-to-date at all times: With our services in the area of Customer Service Management (CSM), we help service organisations to work in a customer-centric and efficient way.

From call centre to customer darling - customer service with the "wow" effect

In the B2B as well as in the B2C market, there is a constant courting of customers. To stay ahead of the game, both the first impression and the lasting satisfaction of your customers with your service count. Use your customer service management to make your service delivery more efficient and to consistently increase your customers' satisfaction.

From call centre to proactive service partner - with holistic and transparent customer management, service organisations gain a 360° view of their customers. This enables them to act in a targeted and effective manner right from the first contact, to anticipate service requests and to process them automatically.

The iTSM Group supports you on both a technological and organisational level in the transformation of your customer service organisation: we analyse and optimise existing service processes using methods, transfer them to the customer service management solution of ServiceNow® and enable and train your service agents and other participants with individual training and coaching measures.

The advantages of holistic customer service management

Customer Satisfaction

With optimised customer service management, you can offer your customers simple and appealing omnichannel channels for all service enquiries - 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 on your customer centrally and across teams. In this way, service agents process all service requests in a targeted and effective manner in the first 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

Create full transparency about the appropriateness of and compliance with service levels and manage your service quality on the basis of 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, the 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 contributes significantly to an increase in customer lifetime value and overall turnover.

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

Webinar on ServiceNow® CSM

Learn more about Customer Service Management (CSM) in ServiceNow®

Would you like to learn more about Customer Service Management and see how the customer experience can be designed in ServiceNow®? Our free webinar uses a retail use case as an example to show you the possibilities retailers have in reporting faults, how agents of a service provider can work specifically on cases with the Agent Workspace and at the same time keep an eye on connections to contracts and planned maintenance.

 

Request a webinar recording

Field Service Management

With our services in Field Service Management, we support you in offering your customers transparent standardised services on site. Efficient planning of assignments has a positive impact on key KPIs and your field service staff can directly access the data or service processes they need.

 

To Field Service Management

The CSM services of the iTSM Group

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

From Vision to Value

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

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

Service Process Optimization

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

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

ServiceNow® CSM Implementation

We implement the Customer Service Management and Field Service Management modules of ServiceNow® for you according to your needs and operate them in the Application Management Service on request.

In doing so, we use our proven iTSM project procedure model to provide 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 customised 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 organisation.

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.

Preparation

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 from a single source

Know-How

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

Trainings

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

Certified

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
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