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

Governance, Risk and Compliance

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.

Infografik zu den Bestandteilen des GRCs

Balanced risk management and transparent regulations for better corporate governance

Companies have, of course, always been run according to rules, laws and procedures, and consciously weighed risks against opportunities. In that sense, GRC is nothing new. What is changing, however, is the speed with which companies must adapt to new circumstances.

This relates to legal requirements as well as demands that employees, customers and partners have on the company. And last but not least, the company also has expectations of itself, compliance with which can no longer be ensured by just a few decision-makers due to the networking and globalization of business. Here, an integrated view of risks and regulatory requirements, aligned with business objectives and stakeholder interests, helps to create a real competitive advantage.

We support our clients with an integrated, holistic approach to ensure organization-wide governance, risk and compliance, contributing to better corporate governance. By creating transparency wherever more insight helps to illuminate business operations, assess risks and help make better business decisions.

The advantages of holistic GRC management

An implementation plan specifies which internal and external regulations have which effect on the company's success, which test and rule frequencies result from this, and how the evidence is provided. In addition, the plan includes the sources of risk from partnerships and who has what responsibilities and tasks within the framework of GRC.

Automated or manual mapping of a measure to multiple regulations saves high effort and excessive audit costs. Cross-mapping of measures across multiple regulations (e.g. SOX, HIPAA, DSGVO, ISO27k, PCI) saves effort and time in audits, testing and evidence gathering activities by "test once, comply many".

The automation of GRC processes and secure distribution to those responsible ensures consistent quality. Regularity and practice ensure efficient processing of the assigned tasks.

Business Impact Analyses and Risk Assessments capture the real risks of the organization. The measures defined on this basis save time and minimize the risk.

Lifecycle management of risks identifies risks as well as their impact and probability of occurrence. This ensures business focus and ensures awareness of the impact of ineffective measures. It also facilitates prioritization for action testing and necessary improvements.

Starting small, the GRC roadmap expands GRC functions step by step between audit cycles. Business disruptions are minimized and employees stay motivated through rapid success.

Automated continuous monitoring identifies ineffective and inappropriate actions and risks as they occur. Early detection of issues reduces overall risk and decreases the effort required to remain in compliance.

The implementation of "low-hanging fruits" within the very large and dense field of application of GRC provides the basis and ensures successful projects. Be it the elimination of administrative effort through automation, reduction of risks, transparency of GRC information in real time and from operational life, or all of the above.

Lifecycle management of measures ensures that business objectives are supported in the best possible way and that risks are kept as low as possible. It checks whether there are better, simpler and more effective measures that should replace existing measures.

We support you in these areas

We support you in various GRC topics - both technical and in business consulting. Here you will find a selection:

Security Operations

Automated orchestration of security requirements and extensive integration of data sources and linkage to your processes increase the quality of your SecOps team's work through improved security incident response and vulnerability response.

Business Continuity Management

In Business Continuity Management, we support you in effectively and efficiently restoring your business in the event of a disaster.

For example, we identify critical business services as part of the business impact analysis and determine the maximum recovery time after an outage (RTO) as well as the tolerable data loss (RPO). With plan development and exercises, we ensure that your organization is prepared for the occurrence of the event.

Risk Management

In risk management, transparency of current risks and their impact is crucial to enable rapid action. With our services, we support you in creating an overview for the qualitative or quantitative assessment of risks and ensure clarity in the impact on your business.

Policy & Compliance Management

We help you to simplify compliance processes in your company.

For example, by supporting you in setting up or preparing a service portal or dashboards, in setting up policy lifecycle management through a preconfigured detailed lifecycle with review and approval processes, or in automating effectiveness checks.

Audit Management

In audit management, we support you with risk-based audit plans and ensure the automation of cross-functional audits. The resulting audit process supports planning and scoping, ensures smooth execution through directly assignable tasks, and simplifies the reporting of results.

Digitization of Governance, Risk & Compliance with ServiceNow®.

Whether in IT, finance or compliance - ServiceNow® GRC with Integrated Risk Management (IRM) and Security Operations allows holistic process support according to best practice models as well as ISO and NIST-conformity, while at the same time offering the highest possible transparency for all parties involved. This enables a rapid response to crises and better strategic risk assessment and minimization.

This also applies to compliance obligations, which can be monitored and documented - while automating the associated processes to the greatest possible extent. This also facilitates cooperation with external auditors and certifiers during audits. Likewise in policy management: ServiceNow® GRC aims at facilitating the management of corporate policies and their compliance by automating processes with the necessary approval and distribution procedures as well as the involvement of roles.

Use Cases in ServiceNow® GRC

Involvement of employees

Whether smartphone or company PC, whether web form or chatbot, whether reporting risks or proving the effectiveness of measures, your employees can perform the assigned tasks easily and comprehensibly at any time.

Current and valid policies

Checked and released policies are made available as knowledgebase articles for the validity period. Timely before the expiry of the validity, the responsible persons are informed about the necessary check. For executable policies, confirmation of applicability is provided by the employees concerned.

Real-time risk management

Real environmental conditions are integrated into risk management via event messages from employees and customers. In addition, sensory indicators ensure automated consideration when threshold values are exceeded.

Efficient audit management

Dynamic templates support the planning process for audits. Workflow supported, the audit tasks are carried out in a verifiable and documented manner and the handling of findings is ensured. Incidents within the period to be audited are automatically taken into account. Reporting provides an overview and documentation.

The GRC services of iTSM Group

We offer you services on different levels to build up and optimize the Governance, Risk & Compliance Management of your organization:

From Vision to Value

Our experts advise you on your strategic issues relating to governance, risk, compliance and security operations. We work with you to develop the necessary measures.

You receive a specific roadmap for the step-by-step transformation for a sustainable improvement of your GRC organization on all levels - organization, technologies, people and partners.

GRC Management Systems Optimization

Our experts work with you to analyze your GRC management system using a method and identify bottlenecks, limitations and non-value-adding activities.

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

GRC Digitization with ServiceNow®

We digitize your business with ServiceNow® technology. We implement IRM and Security Operations for you according to your needs and operate this in the Application Management Service if desired.

In doing so, we use our proven iTSM project procedure model to deliver our services efficiently and transparently for all key stakeholders.

Trainings for GRC & ServiceNow®

As an accredited training partner of ServiceNow®, we train your employees in the application, further development and configuration of the ServiceNow® platform and also the IRM and Security Operations modules.

In customized 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 organization.

Quick Checks and Assessments

Inventory, health checks and internal audits (also multi-norm) based on our ITSM 360° model.

We have packed our knowledge of standards into an assessment with which we can set different priorities for you: from gap analysis with regard to standard compliance to internal audits to compliance requirements defined by you to regular health checks and benchmarks against best prices.

Of course, we can also check your suppliers - according to standards or your specific requirements.

Adaptive Governance Frameworks

Governance needs to work, whether areas of your organization are agile or not. We have solutions and ideas for both cases - and for integration.

Process Digitization

Process digitization for information security, data protection and governance processes

As a rule, everyday life is characterized by the fact that too many tasks have to be completed, but too few employees are available. We give you and your employees the freedom to concentrate on essential tasks.

We succeed in this challenge by digitally supporting your processes and combining information from all your different systems into one database.

Case Study

Risk management process for USB port activation

Multinational wafer manufacturer

Establish a risk management process for USB port activation

Challenges

Establish a risk management process for USB port activation within the entire enterprise to document the approval of that risk, the operational installation of this access right on the related device and the period review of the granted access
Create an automatism: if the risk is accepted, the user gets his USB port activated
Improvement must not have any dependencies or influence on the standard risk workflow in GRC

Benefits

Improvement of self-service
Use ServiceNow® functionalities over more than one product suite

Case Study

ISMS with ServiceNow® IRM

Mid-sized insurance company

ISMS according to ISO27k/BSI with ServiceNow® IRM to fulfill BaFin requirements

The customer is a medium-sized insurance company in Germany and has previously used various tools, primarily from the Office environment, to fulfill the regulatory BaFin requirements.

ServiceNow® had not yet been used and a configuration management database (CMDB) to map the information network was not available. The operational ISMS processes were not linked to the regulatory requirements. The company was looking for a regulatory-compliant ISMS solution that could be implemented quickly.

The challenge

Development of a CMDB and digitalization of ITSM processes
Time pressure for the BaFin-compliant implementation of an ISMS MVP1
Integration of the specialist departments in the short time available

Benefits

Standard package (processes, measures, risks, ...) ensured rapid implementation
Transparency of the degree of fulfillment of the requirements for guided continuous improvement of the ISMS
Regulatory compliant, integrated ISMS as MVP1 in three months

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 Great Britain

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

info@itsmgroup.com

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 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
Prime Center 1, 7th Floor
8058 Zürich

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

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 Italy

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

info@itsmgroup.com

How can we support you?

Claude Baumann

Head of Group Sales

sales@itsmgroup.com

+49 151 29253732

Risk and crisis management via software as a service - iRESC

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-based application simplifies the reporting of events and provides your employees with action plans for crisis management: easy to handle and automated in control.