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

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

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®.

› ServiceNow® Administration Fundamentals › ServiceNow® Application Development Fundamentals › ServiceNow® CMDB Fundamentals › ServiceNow® ITSM Fundamentals › ServiceNow® ITSM Implementation › ServiceNow® Workshops

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.

Knowledge

› Downloads › ServiceNow® Tutorials › Webinars

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

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 - 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.

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

To Customer Service Management