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.

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 field service assignments has a positive impact on key KPIs and your field service staff can directly access the data or service processes they need.

Coordinate and support your field operation

Whether in the B2B or in the B2C market: there is a constant courting of the customer. In order to stay ahead of the game, not only the first purchase decision counts, but also the sustained satisfaction of the customer.

Use Field Service Management to make your on-site service delivery more efficient and consistently increase your customers' satisfaction. From the Dispatch Centre, you have a live overview of your current service calls and can dynamically plan and optimise routes.

Targeted benefits of Field Service Management

Increase customer satisfaction

With optimised field service management, you can offer your customers simple and appealing on-site services - no matter whether it's scheduled maintenance, breakdowns or other on-site appointments.

Efficient field operations

AI-based allocation of on-site appointments and optimised route planning take your customer touchpoints to the next level.

Increase operational performance

Eliminate information gaps and media discontinuities in your service processes and control your service process workflow-supported across all involved departments.

Maximise service quality

Create full transparency about the appropriateness of and compliance with service levels and manage your service quality on the basis of objective facts.

Components of Field Service Management

Field service coordination

Create staff schedules, plan service appointments and set expected deadlines for completing work orders and coordinate assignments.

Order management

Control the processes in the assignment and tracking of service orders from creation through completion to invoicing the customer.

Inventory management

Manage the process in the distribution of parts and accessories and benefit from automation potential, such as in spare parts management.

Contract management

Ensure the management of contracts with your customers and external service providers in compliance with Service Level Agreements (SLAs).

 

ServiceNow® Field Service Management

ServiceNow® Field Service Management helps organisations plan and manage work tasks performed in the field.

Dynamically assign tasks to employees based on skills, geography and available inventory, and solve complex field service tasks faster through automated processes.

Via the mobile app, employees have access to the required documents and processes and can document details of the assigned tasks directly on-site, such as the completion status and the time spent. This way, the Dispatch Centre is always informed about the current situation.

To ServiceNow® Field Service Management [Extern]

The FSM services of the iTSM Group at a glance

From Vision to Value

Our experts advise you on your strategic questions around Field Service Management and the embedding in your organisation and work out the necessary measures with you.

You will receive a concrete roadmap for the step-by-step transformation of your FSM organisation at 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® FSM Implementation

We implement the 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 deliver our services efficiently and transparently for all key stakeholders.

FSM Workshops

As a ServiceNow® training partner, we train your employees both in the use and in the further development and configuration of the ServiceNow® platform.

In customised workshops, we show you the tips and 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.

 

 

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.

Customer Service Management

With our Customer Service Management (CSM) services, we help service organizations to work in a customer-centered and efficient manner, with the aim of increasing customer loyalty and ensuring optimal services

How can we support you?

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim

Tel.: +49 6135 9334 0
info@itsmgroup.com

 

iTSM Group Austria

Softpoint Trusted Quality GmbH
Linzer Straße 16e
4221 Steyregg/Linz

Tel.: +43 732 794479 0
info@itsmgroup.com

 

iTSM Group Switzerland

Trusted Quality Switzerland GmbH
Schwyzerstrasse 2a
CH–6422 Steinen

Tel.: +41 44 567 61 00
info@trusted-quality.ch

 

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

info@itsmgroup.com

iTSM Group Italy

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

info@itsmgroup.com