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.

ITIL® 4 Foundation Blended Learning

The combination of the advantages of online learning and classroom training

Your Benefits

Online learning (location-independent and without travel expenses)

Workshops with experienced trainers

Online exam training simulation

Download of sample tests and additional documents

Including PeopleCert® certification

Course language: German (English on request)

Exam language: English

750 EUR plus VAT.

Price per participant:in. Plus examination fee for the PeopleCert® certification in the amount 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.

Ready for the ITIL® certification exam in 8 steps

The ITIL® 4 Foundation Training in blended learning format is ideal if you want to acquire best practices for your professional practice in addition to the basic certification for ITIL®: In the approximately two-month training, you lay the foundation for your ITIL® Managing Professional or Strategic Leader training with a combination of self-learning and workshop units. No matter how much previous knowledge you have of IT management: In 8 consecutive steps, our training teaches you all the content required by AXELOS (official accreditor of ITIL®) and also provides valuable implementation strategies for your own professional practice.

Following the seminar, you can take the online exam and also receive your official PeopleCert® certificate of the globally recognised standard for IT Service Management after passing the test.

Your effort for this: Two half-day and one full-day face-to-face workshops or virtual classroom, various online learning contents - such as an initial webinar of 1 hour - about 2.5 hours of weekly self-study and the final one-hour certification.

The structure of ITIL® 4 Foundation blended learning

Kickoff Webinar

Duration ~60 minutes

In an initial webinar you will get a first thematic insight and learn about the structure of the training.


Duration: ~95 minutes

Introduction to the self-study modules. Getting to know the practical example and the basic structure of ITIL® 4 with service relationships to customers, the most important concepts of ITIL® 4 Service Management (for example Value, Output/Outcome, Co-Creation) as well as the 4 Dimension of ITIL® 4.


Duration ~ 0.5 days

In the workshop you will develop and describe the methodological aspects and procedures in ITIL® 4 based on a case study, create approaches for adaptation in a company and present them.

At the end of the workshop you will be able to apply the basics confidently and have developed task descriptions.


Duration: ~ 90 minutes

In the second self-learning phase you will see how the ITIL® 4 Services Value System works with its components and activities. You learn how these components interact agilely as a system.


Duration ~ 0.5 days

The focus of this workshop is on developing and presenting the service value system and the central instance, the service value chain with the associated activities. In addition, they will develop presentations on the 7 basic principles and learn to check whether the path they have chosen will also lead to success.


Duration ~ 140 minutes

How can tasks be completed and goals achieved? ITIL® 4 describes 34 practices (general management practices; service management practices; technical management practices), divided into defining and operational practices.


Duration ~1 day

In the workshop, you will independently develop one process for creating value streams for a new service and another for creating value streams for service support. We will include the activities of the Service Value Chain of Practices and Basic Principles and discuss them in plenary.


Duration ~ 70 minutes

Online exam simulation and general information on the exam and certification process. Sample exams including associated results for download.

Our methodology: Learn and apply ITIL® 4.

In order to convey the technical theory in a playful way in the self-learning modules and to show its application in practice, we use various methods, such as:

  • Texts and explanatory videos in combination with exercises: The content included in this training is based on the original AXELOS literature. With different media (audio; video), interactive operating elements and playful exercises, we guide you through all exam-relevant contents analogous to the AXELOS framework curriculum.
  • The ITIL® Story (practical example): The employees of a fictitious company describe to you how they improve their services and explain how they apply ITIL® Best Practice in doing so.
  • The ITIL® Managing Professional (explanatory video): The ITIL Managing Professional accompanies you during your training and supports your learning process with in-depth information and her expert knowledge.
  • Learning objective test: Each module ends with a quiz that allows you to test whether you can apply the terms you have learned and have internalised the theoretical content.
  • Download materials: Because all contents are relevant for your practice in addition to preparing you for the exam, we offer you the process model and the glossary for download, for example.

In our workshops you will learn to apply ITIL® 4 in practice under the guidance of experienced instructors. The content of the first two workshop units is the development and experience of the methods and practices from ITIL® 4. In the last workshop we will build on this and put this knowledge into practice. For this, you can bring your own requirements from your professional practice, or you can draw on the suggestions of our trainer.

The trainer coaches and ensures the correct application of ITIL® 4. 

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.

ITIL® 4 Foundation Online

Online training for certification

To the ITIL® 4 Foundation Online

Suitable courses for the ITIL® 4 Foundation

ITIL® 4 Foundation
Virtual Classroom Training

The 2-day ITIL® 4 Foundation course lays the foundation for the new ITIL® version - but as an online live session with trainer

ITIL® 4 Foundation Online

With the ITIL® 4 Foundation Online training, you lay the foundation for training as an ITIL® Managing Professional or Strategic Leader in an online course - whenever and wherever you want.

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?

Daniel Nitsch

Head of Sales People Enablement