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



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 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®.

Operation of ServiceNow Customer Service Management Introduction Handling Scoped Applications Java-Script Coding in ServiceNow ServiceNow Asset vs. CI ServiceNow HR Workshop ServiceNow Best Practice Service Portal ServiceNow Reporting

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.


Read more

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.

Service Mapping

Service Mapping gives you full control over your IT services that drive your business services. The automated capture of assets and their dependencies allow for reduced downtime and better change control, impact analysis and visibility of the IT landscape.


Service mapping for a transparent IT infrastructure

The provision, expansion and introduction of IT-supported services has long since established itself as the core of successful companies in the B2C and B2B sectors. In this constantly reinventing world of cloud hosting, micro services, PaaS, IOT and innovative client devices, reliable operation of IT services requires one thing above all: transparency.

But in many companies, this transparency is hampered by a multitude of distributed management systems, manual processes and incomplete documentation on dependencies. As a result, it is not only unclear which devices, applications and services are actually located in the IT infrastructure of a company, but also how they interact with the business services.

This is where service mapping comes in, which goes beyond pure inventory: based on specifically selected entry points, the complete service tree is mapped with all dependencies between devices, application services and software components. The visualisation and quick access to the related information enable full control over your IT services.

Webinar on IT Operations Management

ITOM Service Mapping demystified

Would you like to learn more about Service Mapping in ServiceNow® ITOM and know which factors need to be considered for a successful rollout? In our webinar, our experts Fabian Kunzke (iTSM Group) and Alexander Ljungstrom (Einar & Partners) showed you how to map the infrastructure to the application layers in service mapping projects.

Get the webinar recording

Added value of service mapping from a business and operational perspective

Advantages from a business perspective

From a business perspective, you gain transparency about the dependencies of business services on the underlying application level - and thus ultimately an insight into the critical infrastructure that is directly responsible for maintaining your services to the end customer.

Advantages from an operational perspective

From an operational perspective, this transparency is even more far-reaching. The insight into the dependencies enables the quick identification of the actual causes of disruptions. A collision calculation enables you to carry out changes in a more risk-minimised manner. In the event of failures, affected business services can be identified and the necessary steps for communication and service recovery can be taken.

How does service mapping work?

Think of service mapping like mapping an underground network: You start with your current location: where you are right now, at your local underground stop. Here you first record all the information that helps you understand how to get to the next station: Timetables, train tracks, underground designations and route maps. Once you have gathered this information, draw your starting point on your map and note which track which train leaves from.

Then get on one of the underground trains at a track and travel one station further. There you repeat the procedure of your starting point. And you keep doing this until you have found all the stations. Then you notice that at some stations there are crossovers to other networks: Bus transport, regional rail, long-distance trains, airport, freight transport and others.

Capture relationships between IT assets: Top-down view

First, a starting point is defined - the so-called entry point. The goal here is a top-down view. Unlike an underground network, in service mapping we move exclusively from "top" to "bottom". Our entry point is therefore usually the point at which service delivery takes place: The homepage of your online shop, the SAP system or the load balancing service.

This entry point is now scanned and specific information is read out that points to the next station: The Hosting Server, Containering System or the Micorservices. And these points are then also scanned for further information. This is repeated until finally the complete service map is created.

The main advantage: Because this type of mapping is available on purely technical attributes in the respective entities (devices, applications, microservices, etc.), these service maps can not only be built automatically, but are also kept up to date through regularly performed scans and can also be traced historically. Changes in the dependencies are shown and planned changes can be reconciled.

Service Mapping with ServiceNow®

With its two sub-products Discovery and Service Mapping, the ServiceNow® ITOM Visibility Suite brings transparency to the IT infrastructure - and does so in a largely automated way.

With Discovery - the inventory tool - information on devices and applications is collected by means of scans of the IT infrastructure, stored in a structured way in the CMDB and continuously updated so that it can be used by different stakeholders and in processes.

Service mapping in turn maps the complete service tree and shows dependencies between application services, the underlying software components, the associated devices and the necessary IT infrastructure in terms of network communication.

Features of ServiceNow® Service Mapping

Flexible Mapping methods

ServiceNow® ITOM Discovery supports different mapping methods, such as top-down, traffic-based, tag-based or machine-learning.

Multicloud Support

Connect your cloud infrastructure with your on-premise infrastructure and business services.

High accuracy

Automated and regular mapping and updating of service maps.

CMDB Integration

Use the ServiceNow® CMDB as a central, service-oriented system with the broad possibility of tool integrations.

HorizonNow - Get to know ServiceNow® ITOM & AIOps

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



Find out more

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.  

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


The iTSM Group in Europe

iTSM Group Headquarters

ITSM Consulting GmbH
Uwe-Zeidler-Ring 12
55294 Bodenheim


Telefon: +49 6135 9334 0

iTSM Group Great Britain

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

iTSM Group Netherlands

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


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


Tel.: +41 79 712 56 76 

iTSM Group Romania

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


Telefon: +40 (744) 180499

iTSM Group Italy

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

IT Operations Management (ITOM)

In IT Operations Management we support our customers in modernizing and transforming their IT operations and help them to reach the next level of automation.


To IT Operations Management