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 Implementation

At a glance

  • With access to the official ServiceNow® certification
  • Trainer with many years of practical experience
  • Best practices from many customer projects
  • In-house at your organisation or at our training centres

 

All-round training for the implementation of ServiceNow® ITSM

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. 

It focuses on basic skills, security aspects and the architecture of the ITSM applications and processes Incident Management, Problem Management, Change Management, Service Catalogue and Request Management and Service Portfolio Management. Information on Configuration Management (including the Common Service Data Model) and Release Management and their use to support the above ITSM applications and processes is also provided in this training.

You will be perfectly prepared for the ServiceNow® Certified System Administrator exam - we will provide you with a voucher for the ServiceNow® exam.

Who is the training suitable for?

  • IT-Professionals: IT staff responsible for the implementation and management of ITSM processes and applications
  • ServiceNow-Administrators: Administrators who already work with the ServiceNow platform and want to deepen their knowledge of ITSM implementation
  • Project manager and consultants: Professionals who manage or advise ITSM projects and need practical skills to implement and configure ServiceNow ITSM solutions
  • Developers: Developers who are involved in customising and extending ServiceNow ITSM applications and want to familiarise themselves with the basic implementation processes

Prerequisites

The prerequisites for participation in the ServiceNow IT Service Management (ITSM) Implementation Training are

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

The contents of ServiceNow® ITSM Implementation

Introduction and basics of ITSM implementation

  • Overview of IT Service Management (ITSM) principles and their importance for the IT organisation
  • Introduction to the ServiceNow platform and its ITSM modules
  • Implementation strategies and best practices

Configuration and customisation of ITSM applications

  • Setup and customisation of the incident, problem, change and request management modules
  • Configuration of service catalogues and service portals
  • Customisation of forms, list layouts and workflows

Data integration and import

  • Methods for importing data into ServiceNow (e.g. import sets, transform maps)
  • Integration of external systems and data sources
  • Utilisation of ServiceNow Discovery and Service Mapping for the automatic collection of data

Testing, Deployment and Governance

  • Testing and validating ITSM solutions
  • Deployment methods and best practices for the introduction in the productive environment
  • Implementation of governance strategies and guidelines to ensure data quality and compliance with standards

Examination and certification

After successfully completing the ServiceNow IT Service Management (ITSM) Implementation Training, you will receive a voucher that you can use to register for the Certified System Administrator exam. The certificate confirms that the holder of the certificate has the skills and the necessary knowledge to quickly and successfully deploy the desired ITSM solution within the Now platform.

To conduct the exam, ServiceNow® works with Kryterion and uses its web assessor platform for exam registration. The exam can then be taken either on-site at Kryterion test centres or online anywhere, while a Kryterion proctor monitors the exam date. To register for an exam, you need to create a Webassessor account and then link it to your Now Learning account.

The exam consists of 60 questions - multiple choice in single and multiple choice - in English, which must be answered within 90 minutes.

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 Fundamentals

Learn about the lifecycles of ITSM processes in ServiceNow® online or on-site in 2 days. 

The training provides a comprehensive foundation for the management and optimisation of IT services using the Now platform as well as necessary information on other applications of the platform, such as Configuration and Knowledge Management and the ServiceNow ITSM Professional Suite. 

ServiceNow® Application Development Fundamentals

In our three-day ServiceNow® Application Development Fundamentals course, you will be trained in application development within ServiceNow®. On your personal ServiceNow® sandbox instance, you will develop your own applications in the Now platform.

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