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. 

ServiceNow® CSM Introduction

The introduction for the Customer Service Management module of the Now platform

Your benefits

  • Trainer with many years of practical experience
  • Best practices from many customer projects
  • In-house at your organization or at our training centers


The one-day introduction to 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.

Thus, the course prepares even participants without previous knowledge of ServiceNow comprehensively for the handling of cases. Run through the lifecycle of a case using a ServiceNow instance and optimize your customer service from the inquiry to the solution.

Who is the course suitable for?

This workshop is aimed at employees of a company that wants to introduce or has introduced CSM. The target group of the workshop are agents working on cases or customer service managers. To participate in this workshop it is not necessary to have previous experience with ServiceNow. We will explain how to use the tool during the workshop.

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.

The contents of the Customer Service Management Workshop

The roles

Learn which roles are required to work on cases, create new accounts and also which roles your customers need to create new cases.

Case lifecycle

Which different statuses are used on the case? How can I communicate towards the customer? How can customers create cases?

Platform functionalities

How can a knowledge base help me solve cases? How can I use Visual Task Boards to organize my cases.

Your benefits

You recognize the benefits of using CSM to improve the customer experience.

You will learn about the relationships between individual cases (parent and child) and their prioritisation.

They learn how to use the task boards to structure the work on cases.

You will get to know the Knowledgebase and learn how it supports case solving.

Our methodology: Learning ServiceNow practically

Our workshops are interactive and are supported by Power Point - because this is the only way to ensure sustainable learning success. For this reason, we will often work directly in a ServiceNow instance during these workshops to loosen up the learning content and at the same time simulate its application in practice.


(Kopie 9)

All day 09:00 - 17:00


ServiceNow Walk Through

  • Basic understanding of user group roles and their management
  • Handling with lists and forms 
  • Use and creation/adaptation of dashboards & homepages
  • Creation of a knowledge base and its articles as well as working with a knowledge base in the customer service management environment

Case Management 

  • How to create and edit cases
  • How to communicate with the person concerned when working on a case
  • What has to be considered when closing cases and how is the person concerned informed about the solution

Case Handling 

  • How are cases assigned to the respective agents 
  • Show escalation of a case
  • Relationship to other cases using the example of parent and child relationships of cases

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.

Get a quote for a workshop

You got any questions?

Claude Baumann

Head of Group Sales

(Kopie 14)

Secure your date

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