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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.

With our Customer Service Management (CSM) services, we help service organizations 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. 


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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.

Our experienced employees will lead you, detached from rigid theory and individual frameworks, to a modern Enterprise Service Management.

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.

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.

With our experienced management consultants from the Future Service Enablement division, we develop our own answers to the Enterprise Service Management of the future and help our customers to profitably use the possibilities and advantages of digitization in their own business and service processes.


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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.

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 Operations Management (ITOM)

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. Welcome to our ITOM Competence Center.

driven by data – powered by people

ITOM & AIOps in ServiceNow® – why and how?

Every company or organization relies on some degree of IT Operations Management, whether it be automation, cloud operations, monitoring or managing infrastructure. Yet in a changing IT landscape of DevOps, public- & hybrid cloud, agile workstreams and faster time to market organizations find themselves struggling to keep up. Struggling to control the complexity of the traditional world of IT with new and modern ways of operating.

This is where ServiceNow® ITOM & AIOps comes into the picture.


Raise the maturity of your organization with ITOM

Simplify the IT complexity

In an era of disruptions of various kinds, the enterprises need to be able to move faster than ever if they want to come out ahead. With on-prem infrastructure, legacy applications, cloud providers, DevOps & numerous tools this becomes a challenge.

The pressure is high on IT to deliver quicker, better and more reliable operations for every year in a complex environment – but how?

We help businesses simplify the complex and push IT productivity to the maximum.


Cost reductions & ROI

Through clever use of automation, centralizing data- & tools and increased operational efficiency organizations can make successful cost reductions with the help of ServiceNow® ITOM.

Modern IT Operations platforms enable an organization to get better visibility, reduce manual work, help with decision making and create a more stable IT environment.

iTSM Group helps you achieve real cost reductions and ROI from introducing AIOps & ITOM.

IT as a business partner

The reputation for IT departments is unfortunately not as good as we wished. Busy fighting fire’s with little time to do anything else the IT department is viewed as a cost center more than anything else.

This couldn’t be further from the truth and by integrating new- and old technology in one solution IT becomes a business partner ready for the digital world.

We help IT departments free up time for innovation and allowing them to be more involved.

HorizonNow - ServiceNow® ITOM & AIOps Demo

Explore the use of ITOM in the expert workshop using your company as an example



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From the ITOM portfolio

Cloud Management

Our certified consultants have experience in multiple cloud tools such as Amazon AWS, Azure, Terraform and many more technology stacks.

The success of a cloud management implementation in ServiceNow® depends on how well an implementation partner understands the tools it integrates with. We are experts in both.

Discovery & Service Mapping

Create a CMDB which supports traditional infrastructure, cloud, containers and tagging. Real-time updating information in one central place for different stakeholders and processes to use.

With the help of Service Mapping you can get full control of your IT services to decrease downtime, outages and slowness. Better change control, better impact analysis & better visibility into the IT landscape.

Event Management

ServiceNow® Event Management is the “manager of managers” and can integrate with almost any monitoring solution. Bring in events- and alerts to make them actionable. Apply automatic fixes and rollbacks.

The ServiceNow® platform helps to reduce the noise of events and makes staff able to focus on what is important and urgent.

Anomaly Detection & Machine Learning

With the help of operational intelligence in ServiceNow® you can analyze patterns from metrics, events and data. ServiceNow® applies anomaly detection and machine learning to notice when something is not normal and behaving unexpectedly.

This way you detect problems before they become issues or use historic data to see what solutions worked or didn’t work.

iTSM Group as your implementation partner of ServiceNow® ITOM

Specialized ITOM Partner

We are one of few specialized partners for ITOM- & AIOps in DACH. We deliver local experts to staff your projects in Germany, Austria or Switzerland.

Background in IT Operations

Our certified consultants and architects do not only have experience in ServiceNow® ITOM but also in areas of infrastructure, monitoring, DevOps & cloud.  

Process- and strategic support

A big part of unsuccessful ITOM projects fail because of the human factor. We build solutions with the people, organization and broader perspective in mind.  

Optimized delivery

Our delivery models are based on best practices from ServiceNow® in combination with our efficient operating models & holistic approach. 


iTSM Group is also a training partners for multiple disciplines related to ITOM, such as DevOps, bootcamps and more. 

Certified resources

Our experts & consultants are certified in ITOM- & AIOps by ServiceNow® together with other relevant certifications (DevOps, CCNA, ITIL). 

Your contact person:

How can we support you?

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim

Tel.: +49 6135 9334 0


iTSM Group Austria

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

Tel.: +43 732 794479 0


iTSM Group Switzerland

Trusted Quality Switzerland GmbH
Schwyzerstrasse 2a
CH–6422 Steinen

Tel.: +41 44 567 61 00


The iTSM Group in europe

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim


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 
Schwyzerstrasse 2a
CH–6422 Steinen


Telefon: +41 44 567 61 00

iTSM Group Netherlands

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


Telefon: +49 6135 9334 0

iTSM Group Romania

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


Telefon: +40 (744) 180499

Our topics

In our focus topics, we are the holistic contact for our customers for the digital transformation of their services.

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