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

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.

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.

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. 

Operating ServiceNow®

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 path to a successful ServiceNow upgrade

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

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

This makes the workshop ideal if you are planning or implementing an upgrade of your ServiceNow instance in your organization. 

Who is the course suitable for?

This workshop is ideal for participants who have already completed the ServiceNow Fundamentals Training, especially for:

  • ServiceNow Administrators
  • ServiceNow Developer

The content of Operation of ServiceNow

Upgrade

Learn how to best prepare for an upgrade, execute it and test it afterwards.

Automated Test Framework

Create test suites and test cases for your respective processes before the upgrade and let the system perform them after the upgrade.

Cloning

How can I create a clone? Can I play back a clone?

Good to know

What is the HI Portal? When are patches applied? How do I find the Known Error Portal?

Your benefit

You gain security for the upcoming upgrade and are optimally prepared.

You can create test plans in ServiceNow using the Automated Test Framework

You will learn how to clone your instance, in which situation it is worthwhile and what benefits you will get from it.

Our method: Learning by doing

Our workshops are interactive and powered by Power Point - because this is the only way to ensure sustainable learning success. At the beginning of the workshop each of you will receive a ServiceNow instance. You use this instance already during the workshop to implement what you have learned.

Agenda

Day 1

09:00 to 17:00 o'clock

Lunch break 12:00 to 13:00

  • Introduction and overview of ServiceNow Upgrades
  • Important Upgrade Preparations
  • Automated Test Framework
  • System Clone
  • Best Practice Upgrade Postprocessing
    • Skipped Changes
    • Testing
  • Useful ressources
    • Quarterly patches
    • HI Portal
    • KnownError Portal

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