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.

Operational Technology Management

With our experience in the area of Operation Technology Management (OTM), we support manufacturing companies in mastering the challenges in the digitalisation of their manufacturing processes and in eliminating vulnerabilities in the infrastructure - and can rely on our expertise in the areas of configuration and asset management, cyber security and service management.


Securing Manufacturing Operations with OT Management

Complex manufacturing plants with many dependencies on processes and IT assets demand a lot from companies in the manufacturing sector against the backdrop of digitalisation and automation: it is necessary to ensure the operation of a resilient infrastructure, which is, however, influenced by many different factors - from the interconnectivity of the IT systems involved, to spare parts management and cyber security aspects.

At the same time, there is a great deal of time pressure - because it is directly economic - when disruptions occur. It is necessary to react as quickly as possible in order not to let the complex processes run out of sync. It is therefore all the more important to have an overview of the assets, processes and systems involved, as well as their relationships, in order to be able to react to incidents with a clear picture of the situation.

With our experience in service management, cyber security and configuration and asset management, iTSM Group is the ideal partner to set up the management of your OT assets on the basis of the ServiceNow® platform in such a way that the efficient operation of the production lines remains guaranteed. As a ServiceNow® Elite Partner, we have certified and project-experienced expertise.

This is where we support you:

OT Security

The safety of production facilities and software solutions has never been so affected by external factors. To plan and develop targeted measures, you need a clear workflow that is adapted to your needs.

We help your company implement such a process using the ServiceNow® Manufacturing solution. In doing so, we draw on the experience of our GRC practice and combine it with our knowledge of your manufacturing processes.

To Security Operations

OT Asset Management

As manufacturing equipment and software solutions become more complex, an updating overview of the software and hardware solutions in use is crucial

We help your company to present the complex in a clean way. To do this, we build on the expertise of our ServiceNow® ITOM Pratice and link it with our knowledge of manufacturing processes.

To IT Operations Management


OT Service Management

With the digitalisation of manufacturing equipment, downtime is not only caused by broken or faulty machine parts, but also by the software, control and sensor elements of your machines.

We help you to adapt the proven methods and processes from IT service management to your OT, so that you can further reduce downtimes. We do not build a parallel world, but develop optimal work processes together with your OT and the maintenance team. The ServiceNow® platform helps to provide an integrated platform through its workflow technology. We use our many years of experience in IT service management and combine this with our knowledge of your manufacturing processes.

To IT Service Management

Spare parts management

In order to be able to react quickly to malfunctions, it is important to identify required spare parts and resources quickly and to make necessary parts and maintenance information available. With our solution expertise in spare parts management, you benefit from innovations and digitalisation options that accelerate your spare parts management processes and thus minimise downtimes.

To spare parts management


ServiceNow® Operational Technology Management

Operational Technology Management from ServiceNow® combines the solutions from the IT environment into a solution for operational technology. The ServiceNow® CMDB, supported by ServiceNow® Discovery, creates visibility of your OT assets and the possibility to comprehensively and nevertheless clearly display their dependency on your production equipment.

The CMDB is the basis for implementing vulnerability management and taking measures against vulnerabilities and security incidents. OT service management with the processes of incident, problem and change can also be controlled cleanly on the basis of the CMDB. ServiceNow® OTM can thus be used as a single system of action for your OT environment.



ServiceNow® and the iTSM Group - forward-looking partnership

As an Elite Partner of ServiceNow® the iTSM Group with its subsidiaries in Germany, Austria, Switzerland and the Netherlands is the first choice for 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 continuous operation of the platform.

The concentrated know-how of our specialized and certified Solution Architects, consultants and accredited trainers enables companies to optimize their project landscape in terms of performance and thus to sustainably improve the operational added value and innovative strength of their company.

How can we support you?

Sebastian P. Kunzke

Lead Consultant Manufacturing Solutions