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.

Join us to experience the future of digital transformation against the sparkling backdrop of Las Vegas at the leading event for ServiceNow® enthusiasts and innovators. 

ITIL® 4 Foundation Plus - Virtual Classroom (EN)

The Live Online Session for the Foundation Certificate for ITIL® 4

Your Benefits

With online PeopleCert® certification at a time of your choice

Shipment of the training material in advance to your desired address

Virtual Classroom Training live

Exam language: English

990 EUR plus VAT.

Price per participant. Plus examination fee for PeopleCert® certification of 415 EUR (plus VAT) including original literature as e-book.

We are in the process of scheduling appointments, please contact us.

Please contact us for an individual arrangement or an inquiry for an in-house training.

In 3 days to the basic certification of the new ITIL® standard

With the new ITIL® 4 Foundation training, you will learn all the topics of the framework in detail in three days and lay the foundation for training as an ITIL® Managing Professional and/or Strategic Leader.

No matter how much previous knowledge you have of IT management: During the training, our trainers will teach you all the content required by AXELOS (official accreditor of ITIL®) and prepare you perfectly for the official PeopleCert® certification.

You can take the exam for the certificate online after the seminar and receive your personal certificate of the globally recognised standard for service management.

The contents of the ITIL® 4 Foundation

Introduction to IT Service Management

Learn how customers perceive the IT organisation as a service relationship today and what criteria are used to assess it. What does the customer need to contribute in co-value creation, what is IT Service Management and how it could be implemented.

The 4 dimensions of service management

To support a holistic approach to service management, ITIL defines four dimensions that together are critical to creating effective and efficient value for customers and other stakeholders.

The Service Value System according to ITIL®

The ITIL® SVS describes how all components and activities of the business work together as a system to enable value creation. How do we break down silos? How do we become more agile?

The Value Chain activities

These 6 activities represent the steps a company takes in creating value. Each activity contributes to the value chain by transforming specific inputs into outputs.

Practices and roles

In ITIL®, a management practice is a set of organisational resources designed to perform work or achieve a goal.

Testing and certification

Upon completion of the training, you will fulfill the necessary requirements to take the PeopleCert® certification.

You will have 60 minutes to answer the 40 multiple-choice questions (75 minutes if German is not your native language). You need 26 (55%) correct answers to pass the exam. You will receive the preliminary result immediately after the exam. After successful completion of the exam, you will receive your personal international ITIL® 4 Foundation Certificate in IT Service Management as an e-certificate in your personal account at PeopleCert® within 48 hours. This entitles you to participate in the ITIL® 4 Managing Professional courses, which will take you further along the path to the title of ITIL® Managing Professional / ITIL® Master. This is not an open-book exam, so relying on textbooks is not allowed here.

We take care of the application for the exam for you against an exam fee, which we charge in full to the certification institute PeopleCert®. The acquisition of the exam is now bindingly bound to the seminar by AXELOS - the official accreditor of ITIL®.

Exam formats

Exam following virtual classroom training:

You take the certification exam online proctored on the PeopleCert® platform at a time of your choosing (24/7/365). Certified examiners accompany your exam via webcam. The questions are answered on a web interface. The voucher is valid for 12 months after the end of the seminar. We strongly recommend that you take the exam soon after the seminar.

For more information on the technical requirements for taking the exam, visit the PeopleCert® website. At the bottom of the page you can download instructions in any language. We recommend testing the environment (Web Based Online Proctored Exams) in advance. 

Exam following the classroom training:

Participants of a classroom training take the exam together in the seminar room on the last day of the seminar under the supervision of the trainer. The exam is handwritten.

Validity of the certificate

The new continuing education program - Continuing Professional Development Program - from PeopleCert® is designed to help you stay successful in the competitive job market. To keep your expertise up to date, renewal of your Global Best Practice certifications is a component of the program. Here, all Global Best Practice certifications must be recertified within 3 years of the original award date.

You can find more information in your PeopleCert® account.


Day 1

09:00 h till 18:15 h

The key concepts of service management and ITIL® 4

Day 2

09:00 h until 18:15 h

Introduction to ITIL® practices part 1

Day 3

09:00 h until 13:15 h

Practical Transfer Part 2

13:15 until 16:00

Exam preparation

The mentioned end times are to be understood as guidelines. Changes in the schedule may occur, for example, due to smaller groups, a good basic understanding of the topic or similar. Times are also planned for the follow-up or preparation of topics on one's own. In addition to the morning and afternoon break of approx. 15 minutes and the lunch break of approx. 1 hour, there are also shorter screen breaks (5-10 min.) in between virtual trainings.

ITIL® as Inhouse Training

Would you like to introduce or deepen ITIL® knowledge in your company together with your colleagues? Our trainers can also support you on-site or in virtual classroom training and carry out the training and certification with you in your company or at a location of your choice.

On request, we will put together a tailor-made offerfor the training of your employees - simply contact us via our contact form.

You got any questions?

Cornelia Nitsch

Seminar Organisation