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.

Value Stream Mapping

Analysing value streams with a method

With Value Stream Mapping - the analysis of value streams - you focus processes on value creation and prepare the basis for efficient processes, automation, DevOps, continuous integration & deployment and more.

The first step in Value Stream Management

Value Stream Mapping is a powerful method for visualizing processes in order to optimize them with regard to higher-level goals such as faster response times and higher flexibility, shorter production cycles and more satisfied customers.

As the first procedural step in Value Stream Management, Value Stream Analysis takes a look at all the steps that are taken from the customer's need to the delivered benefit. This can be a single, continuous process or a multitude of combined processes.

In Value Stream Design and Value Stream Planning - the next steps in Value Stream Management - these findings are then used to optimize the value stream.

Benefits of Value Stream Mapping


The process(es) being treated are recorded in their entirety and their characteristics and effects are made more comprehensible.


Often, for the first time, a common understanding of all process participants for the interrelationships and their value contribution. In addition, clear areas of disruption and options for action can be derived for the improvement or redesign of the processes.

Starting point

Focus on the most important fields of action and a clear approach as to which results must be achieved with which activities in order to optimize value creation. 

Value streams in different areas

Value Stream Mapping originates from Lean Management, where the method is intended to improve the visualization, analysis and optimization of all steps in a product delivery process. 

Transferred to Enterprise Service Management (ESM) and underlying IT processes, Value Stream Mapping is used to optimize processes holistically and - if necessary with the help of Process Mining - to accelerate and create processes focused on value creation. The focus and functionality are the reasons why Value Stream Management has found its way into ITIL® 4, where it is listed as a "service value system".

Value Stream Mapping is also important in DevOps to take the first steps, identify the flow, optimize it and then automate it as much as possible.

Procedure in the Value Stream Analysis

The analysis starts with a comprehensive examination of the status quo: For this purpose, an open view of the ACTUAL process with all its facets is taken with all those involved in the value flow and on the basis of observable data: Where are the transfer points? What are the information and material flows? How efficient are iterations? Where is there waste - for example due to errors, waiting times, overfulfilment, etc.? What are the throughput times?

Each step is also questioned in relation to its value contribution. It is important for the evaluation not to look at it from the perspective of functions and processes, but from the perspective of value for the customer. Is it just about shorter delivery times, more about quality or about functions that meet needs? And how does each step contribute to this? The end-to-end view helps to understand how services are delivered, where bottlenecks occur and where value-creating and non-value-creating activities occur.

This provides the basis for eliminating problems and disruptions in the process, eliminating waste and creating a lean TARGET process. This can lead to shorter delivery times, reliable quality and room for further improvement in the service delivery process. It can also ensure that only relevant elements are automated and not all legacy issues and problems are automated as well.

Value Stream Mapping Workshop

Would you like to find out how the Value Stream Mapping process can benefit your organization? Then you can conduct an analysis of your value streams with us.

We meet your challenge with method and experience from 750 customer projects in various industries throughout Europe. You are welcome to contact us for a non-binding enquiry here. 

Agile & IT Service Management

In IT service management, we support you in optimally aligning your organizational structure and processes and digitize and automate common tasks in service management - using classic, agile or hybrid methods.


To IT Service Management

Your contact person

Bernd Ebert

Management Consultant Enterprise Service Management

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
Prime Center 1, 7th Floor
8058 Zürich

Tel.: +41 79 712 56 76


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 
Prime Center 1, 7th Floor
8058 Zürich


Tel.: +41 44 567 61 00

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