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.


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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. 

ServiceNow® Trainings

As an authorised training partner of ServiceNow® (ATP), our ServiceNow® training courses & workshops teach you and your employees how to use the software safely - regardless of whether you work in the areas of IT, security, personnel or customer service or want to create custom applications.



Our workshops and trainings for ServiceNow®:

Customer Service Management

In our Customer Service Management Workshop, you will learn the core elements of Customer Service Management (roles, case handling, supporting platform functionalities) within one day.

The course also prepares participants without prior ServiceNow® knowledge for the handling of cases and shows you how to optimize your customer service from the request to the solution.

ServiceNow® Reporting

The ServiceNow® Reporting workshop is a two-day workshop that enables you to implement your own KPI's for ITSM processes in the form of reports and dashboards in ServiceNow®.

Here we will learn about the out-of-the-box functionality as well as some advanced features of reporting in ServiceNow® and how attractive reports can be customized and created according to your requirements.

ServiceNow® Best Practice Service Portal

During this one-day workshop, you will learn how to create a widget as well as tips and tricks for using the ServiceNow® Service Portal.

The main goal of this workshop is to enable you to create your own widgets. Furthermore, you will learn how the Contextual Search in combination with the Knowledge Base can strengthen the self-service.

ServiceNow® Asset vs. CI

Learn exactly what Asset and Configuration Items in ServiceNow are all about during this one-day workshop.

We will look at assets and CIs from a process perspective as well as from a technical perspective. Additionally, you will learn how assets and CIs can be related to each other.

Handling Scoped Applications

With our ServiceNow® Workshop Scoped Applications you will learn in one day how to create Scoped Applications with the help of the Guided Application Creator and how to extend them with the ServiceNow Studio.

Thus, the workshop is perfectly suited to further deepen your knowledge from the ServiceNow Fundamentals or if you have already heard about Scoped Applications in another context. 

Java-Script Coding in ServiceNow®

With our ServiceNow® Scripting Workshop you will learn in two days the difference between client-side and server-side scripting, as well as their application areas.

Best practices such as 'customizations to out of the box scripting' will be discussed. All topics will be applied with a use case during this workshop.

ServiceNow® for HR

The ServiceNow® Human Resources Service Delivery application automates standard HR processes within the HR organization.

The goal of the workshop is to eliminate the number of checklists, e-mail exchanges and phone calls performed by the HR team.

Operating ServiceNow®

With our Workshop Operation of ServiceNow® you learn what you need to know about the operation of your ServiceNow® instance in one day. The workshop focuses on planning, implementing and testing upgrades.

The workshop also covers topics such as cloning an instance, working with the Automated Test Framework and helpful resources such as the Known Error Portal. 

Get to know ServiceNow®:

ServiceNow® First Touch

With our ServiceNow® First Touch training, you will get to know ServiceNow® ITSM using a practical example and learn how you can organize your IT service management and its processes with ServiceNow® and implement them in accordance with ITIL®.

The focus of the course is on the practical implementation of a story under the guidance of our trainers, who have extensive ITIL® experience and know ServiceNow® inside out. This makes you the right person to map even complex processes in ServiceNow®.

Impulses for using ServiceNow®

Learn more about the application of ServiceNow® in our webinars.


To ServiceNow® Webinars

ServiceNow® Career Accelerator

To prepare job seekers for the job as a ServiceNow® Consultant, Developer or User, our partnership in the ServiceNow® Career Accelerator offers the opportunity to gain qualifications and become a ServiceNow® Associate & Certified Professional. Individuals registered as job seekers can participate in the program through an education voucher from the German Federal Employment Agency and gain access to technical and language training, industry-recognized certifications, and an internship with iTSM Group.

Infos zu ServiceNow® Accelerator

ServiceNow Trainings for your organisation - Inhouse

You would like to introduce or deepen ServiceNow® in your company together with your colleagues? Our trainers can also support you on-site and conduct the training and certification with you in your company or at a location of your choice.

On request, we will put together a tailored offer for the training of your employee:s - just contact us via our contact form.


As an Elite Partner of ServiceNow®, iTSM Group is one of the most distinguished consulting firms for the Enterprise Service Management Platform of ServiceNow® in Europe.

We support our customers with a holistic approach on different levels: We offer consulting on management, process and service level, develop the platform with our certified developer team according to the requirements of your organisation or operate it reliably.


To ServiceNow® consulting
ServiceNow Elite Partner Badge der iTSM Group

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Claude Baumann

Head of Group Sales

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