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.

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.  

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
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


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