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

ServiceNow®

ServiceNow®

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

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

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.

Knowledge

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.

ServiceNow® ITSM Fundamentals

At a glance

  • ServiceNow® authorised training partner
  • ServiceNow® accredited training materials
  • Learn with ServiceNow® Sandbox instance
  • Trainers with many years of practical experience
  • In-house at your organisation or at our training centres

The training for better processes in ServiceNow® ITSM

In our ServiceNow® ITSM Fundamentals training course, you will learn about the lifecycles of ITSM processes in ServiceNow® in 2 days, either online or on site. The training is conducted by ServiceNow® certified trainers who bring years of practical experience in the ServiceNow® environment to the training.

The training provides a comprehensive foundation for managing and optimising IT services using the Now platform to increase the efficiency and quality of your organisation's IT services.In addition, the training provides necessary information on other applications of the platform, such as Configuration and Knowledge Management as well as the ServiceNow ITSM Professional Suite.

This makes the course suitable for anyone working on ServiceNow® implementations of ITSM applications - such as process owners, system administrators, but also project and operations managers. Prior participation in the ServiceNow Admin Fundamentals course is recommended but not mandatory.

Who is the training suitable for?

  • IT administrators: Individuals who are responsible for the administration and maintenance of IT systems and services and want to improve their IT service management skills
  • IT service managers: Professionals who manage and optimise IT service management processes
  • IT support staff: Technical support staff and helpdesk staff who work with ITSM tools and processes on a daily basis
  • IT consultants: Consultants who support companies in the implementation and optimisation of ITSM processes and tools
  • IT project managers: Project managers who lead ITSM projects and need to ensure that IT services are delivered and managed effectively
  • IT Developers: Developers who create or customise ServiceNow applications to meet the ITSM requirements of their organisation
  • Business analysts: Analysts who need to understand business requirements and translate them into ITSM solutions
  • ServiceNow users: Users of the ServiceNow platform who want to gain a deeper understanding of ITSM functionalities and processes.
  • IT managers and executives: Managers who want to develop a strategic understanding of ITSM and utilise the benefits of the ServiceNow platform for their company

Prerequisites

In preparation for the training, the 3-hour on-demand training course "Welcome to ServiceNow [EXTERN]" should be successfully completed on the ServiceNow NowLearning platform. This training is available in both German and English and teaches basic core competences in navigation, form usage, list filters and more.

In addition, the ServiceNow Administration Fundamentals training should also be successfully completed in advance - ideally with the Certified System Administrator qualification.

Further information on the ServiceNow IT Service Management (ITSM) Fundamentals Training can be found in English on the NowLearning Plattform von ServiceNow [EXTERN].

The contents of ServiceNow ITSM Fundamentals

Introduction to ITSM and ServiceNow®

  • Overview of IT Service Management (ITSM) principles and processes
  • Introduction to the ServiceNow platform and its ITSM functionalities
  • Navigation and use of the ServiceNow user interface

Incident and Problem Management

  • Definition and management of incidents
  • Tracking and resolving problems to improve service quality
  • Utilisation of incident and problem management dashboards and reports

Change and Release Management

  • Processes for managing changes to the IT infrastructure
  • Planning, approval and implementation of changes
  • Management of releases for the controlled provision of new or changed services

Service Catalog and Request Management

  • Creation and management of a service catalogue
  • Definition and processing of service requests
  • Automation of service request workflows to improve efficiency

Examination and certification

The ServiceNow ITSM Fundamentals Training serves as preparation and as a prerequisite for the ServiceNow® ITSM Implementation Training. Therefore, there is no exam at the end of this course, but you will receive a certificate of attendance from the iTSM Group. The course is also a useful addition to the ServiceNow Admin Fundamentals certification.

Our methodology: Learning ServiceNow in a practical way

Our courses are interactive and not Power Point events - because this is the only way to ensure lasting learning success. For this reason, we use various methods in our ServiceNow ITSM Fundamentals training courses to break up the learning content and at the same time simulate its application in practice.

So that you can reproduce all the work steps, they are not only demonstrated, but you are also encouraged to implement them independently on your computer. For example, incidents and changes are created and edited by the course participants, and the customisation of forms and fields is also part of the training.

Matching ServiceNow courses:

ServiceNow® ITSM Implementation

Our three-day ServiceNow® IT Service Management (ITSM) Implementation Fundamentals course provides a comprehensive foundation for the successful implementation of ITSM solutions on the Now platform in order to efficiently and effectively organise IT service processes within the company. 

ServiceNow® CMDB Fundamentals

Our three-day ServiceNow® CMDB Fundamentals training course is ideal for people who want to understand the basics of CMDB and learn the principles of automation and maintenance to improve the efficiency and reliability of IT services in their organisation.

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.

Get a quote for a workshop