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.

Spare parts management

Optimise the maintenance of assets

Quickly identify required spare parts and resources, make information available and control related processes: 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.

Efficient inventory management and spare parts logistics for industrial plants

To ensure high productivity of industrial plants and other production assets, maintenance must be able to rely on a functioning spare parts management. Only if a required part is available at the right time and in the right place and can be installed can downtimes be minimised.

A large warehouse stocked with all conceivable spare parts is only a suitable solution to a limited extent. This is because warehouses are cost drivers that consume space and in which parts are kept that may never be used. Therefore, spare parts management is permanently caught between the need for availability of spare parts and the lowest possible costs. In order to solve this conflict, good cooperation between operators and spare parts suppliers is essential.

We support this with our solution and process expertise: on the basis of ServiceNow® integrations, we tap the potential of artificial intelligence, for example in the recognition of required spare parts, digitise the related processes and integrate the required information for quick access. 

Some challenges we support you with

Identify parts

It is often unclear which spare part is actually needed - because, for example, the parts are obstructed or dirty and thus no labels can be recognised or the documentation is insufficient.

Make parts available

Quick access to the inventory or direct contact with the manufacturer is often hampered by the lack of an overview and linkage of the required information.

Provide documentation

The on-site availability of information for people in the different work areas allows quick access to information on the specific part, which speeds up the repair.


The collection of data on exchanged spare parts allows for clear and quick reporting as well as the control of the future management of spare parts.

Components of spare parts management

Inventory Management

Manage the process in the distribution of parts and accessories and benefit from automation potential in processes and production, for example by connecting to 3D printing technology.

Ressource management

Plan the deployment of the required employees for unscheduled maintenance work or service appointments and coordinate the deployment in conjunction with other departments.

Optimisation of business processes

We record the processes in your organisation and identify weaknesses, bottlenecks and potential for improvement, determine process KPIs with you so that you can control and monitor your business processes and design a BPM work breakdown structure.


ServiceNow® Field Service Management

ServiceNow® Field Service Management helps organisations plan and manage work tasks performed in the field.

Dynamically assign tasks to employees based on skills, geography and available inventory, and solve complex field service tasks faster through automated processes.

Via the mobile app, employees have the possibility to access required documents and processes and can document details of the assigned tasks directly on site, such as the completion status and the time spent. This way, the Dispatch Centre is always in the picture about the current situation.

To ServiceNow® Field Service Management [Extern]

The spare parts management services of the iTSM Group at a glance

From Vision to Value

Our experts advise you on your strategic questions regarding field service management and its embedding in your organisation and work out the necessary measures with you.

You will receive a concrete roadmap for the step-by-step transformation of your FSM organisation at all levels - organisation, technologies, people and partners.

Service Process Optimization

Our experts analyse your service processes with you using a method and identify bottlenecks, limitations and non-value-adding activities.

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

ServiceNow® and Partium Integration

We implement the Field Service Management module of ServiceNow® for you according to your needs and operate it in the Application Management Service on request.

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

Workshops and trainings

As a ServiceNow® training partner, we train your employees both in the use and in the further development and configuration of the ServiceNow® platform.

In customised workshops, we show you the tips and tricks for using the platform, as well as the necessary and latest features - both online as virtual classroom training and in-house at your organisation.

Our partner in Spare Part Management: Partium

Partium is the leading enterprise part search solution and helps technicians, maintenance staff and end users find spare parts quickly, easily and reliably. Partium makes finding parts a breeze and speeds up processes in maintenance, repair, field service, aftersales and customer service.

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 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


Customer Service Management

With our Customer Service Management (CSM) services, we help service organizations to work in a customer-centered and efficient manner, with the aim of increasing customer loyalty and ensuring optimal services.


To Customer Service Management