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

› Inhouse Trainings › ITIL® › PRINCE2® › Scrum › ServiceNow® › Simulations › Workshops › Online trainings › Digital Learning Solutions

With our in-house trainings we support the development of the competencies of your employees specifically for your company.

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® Project Management Foundation Online

› Scrum Fundamentals Online

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

› ServiceNow® Administration Fundamentals › ServiceNow® Application Development Fundamentals › ServiceNow® CMDB Fundamentals › ServiceNow® Hardware Asset Management Fundamentals › ServiceNow® HR Fundamentals › ServiceNow® HR Implementation › ServiceNow® ITSM Fundamentals › ServiceNow® ITSM Implementation › ServiceNow® Strategic Portfolio Management

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.

› IT service management at a glance (EN) › ITIL® 4 Foundation Online › PRINCE2® Foundation Online › Scrum Master & Product Owner 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.

Knowledge

› Guides › ITSM News › iTSM webinars › ServiceNow® Tutorials

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 › Management › Career › References › Partners › Companies › Locations › Social Responsibility

Digitalisation of business processes

The iTSM Group is a holistic partner for the digital transformation of business processes - from comprehensive consulting to solution and process implementation to the operation of the underlying platform.

Your challenge...

... meets our solutions and experience in process digitalisation

More than 200 employees with a high level of solution expertise support you in digitally mapping your business processes and making them more efficient. In doing so, we always think in terms of solutions, implement them and produce results that generate verifiable benefits for you.

This succeeds because we design people, processes, technologies and partners as a unit and put together our project teams in a customised and interdisciplinary way for you. With our services, we enable your organisation to streamline and accelerate services in order to ensure the greatest possible boost to innovation.

From our expertise for processes

Industry & Manufacturing

Managing the transformation to Industry 4.0 in Operation Technology Management or simplifying the Spare parts management with AI.

Field Service Management

Provide field service employees with the right information at the right time and plan routes more effectively thanks to Field Service Management.

IT Service Management

Improve the service experience, quality and productivity of your IT with ITIL®-based processes in IT Service Management (ITSM).

Human Ressource Management

Centralizing processes for HR Management on a single portal for providing information, standardize application process and document the necessary verification requirements.

Digitalize crisis management

Accelerate crisis management with crisis management software, through prepared action plans, better visibility and the use of automated workflows.

Governance, Risk and Compliance

Meeting the growing demands of information security, data protection and risk management with suitable processes - Governance, Risk and Compliance.

Legal Operations Management

With our Legal Operations Management services, we help legal departments unleash the power of automation for legal workflows and master the digitization of their legal operations.

Processes in administration

With a constant eye on the legal framework, data sovereignty and security, we accompany the digitization of the administration and its processes.

Our expertise for processes in different areas

IT Service Management

Improve the service experience, quality and productivity of your IT with ITIL®-based processes in IT Service Management (ITSM).

Industry & Manufacturing

Mastering the transformation to Industry 4.0 by accelerating processes in spare parts management with the help of artificial intelligence.

Administration and authorities

A constant eye on the legal framework, data sovereignty and security are important points in the digitalization of administration and its processes.

Project- and portfolio management

In Project Portfolio Management, to align project management even better with corporate strategy and to make project work more efficient overall - whether using classic or agile approaches.

Legal departments

In Legal Operations Management, we help legal departments unleash the power of automation for legal workflows.

Crisis management

Reduce response times with a ServiceNow® app for crisis management through the use of automated workflows and better visibility.

Finance sector

We are the holistic partner for wholesome IT service operations in banking and finance and help our clients in this area to transform their structures, processes and platforms - from consulting to implementation to ongoing operation.

Case Study

Digitalization of HR service provisioning

DAX-30 Company - Building a Global HR Service Delivery Organization

Challenges

Support in optimizing global HR service delivery processes
Provision of a global solution for HR services and knowledge management, including employee self-service, taking into account local configurations for regions and countries.
Optimization of transaction time, increase of transparency and reduction of manual effort for received e-mails.

Advantages

Fast time-to-value due to agile implementation approach
Core service management processes (Incident, Problem, Change, Config, Service Portal, Request Mgmt incl. Service charging) integrated on ServiceNow
ServiceNow time booking integrated with customer‘s ERP system
Managed Service / Application Management and Support for ServiceNow by iTSM Group

Our solutions

Agile development strategy with monthly release cycle for new enhancements using the ServiceNow Automated Test Framework.
Creation of a blueprint for international rollouts.
Implementation and rollout of HR processes based on the HR Service Delivery application from ServiceNow.

1 project manager and 1 solution architect in combination with 3 technical consultants

Case Study

cost transparency

with IT financial management on ServiceNow

Schweizer Spitalgesellschaft

~3,500 employees, 444 million CHF in turnover

Challenges

Implementation of a multi-level business service structure with top-down relationship rules
Integration of a budget and accounting system with different multi-level approvals
Allocate costs for products, services, and labor based on service structures in the CMDB to provide greater visibility into the business value generated.

Benefits

Overview of costs and budget for each service and each project
Total calculation of costs
Integration of time recording
Future extensibility to PPM application

Our solutions

Leverage the ServiceNow platform and existing IT Service Management implementations
CMDB used to set up the multi-tiered Business Service Tree.
Design and implementation of an individual, flexible budgeting and invoicing process related to services and projects.
Design and implementation of a simple time tracking application with integration into a third-party solution.

Team: 1 solution architect in combination with 4 technical consultants

Case Study

Optimization of strategic supplier management

mit Vendor Performance Management auf ServiceNow

Multinational company that designs and manufactures shoes and clothing.

~60,000 employees, more than 21 billion dollars turnover

Challenges

Establish a central overview and management of KPIs for vendors, including soft and hard metrics.
Enables easy comparison between KPI results from multiple vendors.

Benefits

Simple on-the-fly comparison between two providers
Consistent visualization of KPI results within supplier, contract and engagement forms
Dynamic visualization for adaptation to the various KPI areas
Reusable surveys

Our solutions

Development of a solution for strategic supplier evaluations based on the platform capabilities of ServiceNows.
Established reporting and dashboard for supplier comparisons as a basis for strategic decisions

Team: 1 solution architect in combination with 2 technical consultants

Suitable Workshops:

Methods of process implementation and optimization

This 1-day workshop depicts methods for the systematic process implementation and enables you to be able to detect often occurring organizational obstacles and to overcome them.

To the workshop

Read and understand BPMN 2.0

In our training workshop BPMN 2.0 you will get to know the language for standardized process documentation and learn how you can use it to optimize and digitize your processes.

To the workshop