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



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 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

Trainings on a variety of aspects of the cloud-based Now platform of ServiceNow®.

Operation of ServiceNow Customer Service Management Introduction Handling Scoped Applications Java-Script Coding in ServiceNow ServiceNow Asset vs. CI ServiceNow HR Workshop ServiceNow Best Practice Service Portal ServiceNow Reporting

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

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.

ITIL® 4 Foundation Online PRINCE2® Foundation Online

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.


Read more

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.

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

Get to know 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.


Get the webinar recording

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 Group as your partner for Customer Service and ServiceNow® - everything from a single source


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 training and further education 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 - a forward-looking partnership

As an Elite Partner of ServiceNow®, the iTSM Group with its subsidiaries in Germany, Austria, Switzerland, the Netherlands, Romania, UK and Italy is the first choice when it comes to 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 ongoing operation of the platform.

The concentrated knowhow of our specialized and certified solution architects, consultants and accredited trainers enables companies to optimize the performance of their project landscape and thus sustainably improve the operational value creation and innovative strength of their company.

Suitable workshops

Customer Service Management

In our Customer Service Management Workshop, you will learn the core elements of Customer Service Management (roles, case handling, supporting platform functionalities) within one day.

The course also prepares participants without prior ServiceNow® knowledge for the handling of cases and shows you how to optimize your customer service from the request to the solution.

ServiceNow® First Touch

With our ServiceNow® First Touch training, you will get to know ServiceNow® ITSM using a practical example and learn how you can organize your IT service management and its processes with ServiceNow® and implement them in accordance with ITIL®.

The focus of the course is on the practical implementation of a story under the guidance of our trainers, who have extensive ITIL® experience and know ServiceNow® inside out. This makes you the right person to map even complex processes in ServiceNow®.

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 Great Britain

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

iTSM Group Netherlands

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


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 
Prime Center 1, 7th Floor
8058 Zürich


Tel.: +41 44 567 61 00

iTSM Group Romania

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


Telefon: +40 (744) 180499

iTSM Group Italy

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

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