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.

Apollo 13 - a ITIL® v3 simulation

Your benefits

  • Trainer:in with many years of practical experience
  • Optimising service management using your organisation as an example
  • Training documents incl. the results achieved
  • Team building and creation of a common knowledge base


Get to know and apply ITIL® in a playful way

The workshop Apollo 13 - an ITSM case experience™ according to ITIL® is an intensive one-day workshop that teaches ITIL® concepts and practices through an interactive game. During the training, situations from the Apollo 13 mission are re-enacted. As a team, you take over the work of the Mission Control Centre in Houston and your task is to bring the damaged spacecraft and its crew safely back to Earth. In this way, together with your colleagues, you playfully learn about the potential of ITIL® processes.

Contents of the simulation

Key concepts

Basic terms, core principles and models of ITIL® are introduced to teach how companies can achieve increased value creation through the use of optimised and business-oriented services.

ITIL® processes

The complete cycle of a service with the 5 processes Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement - is run through.

Service quality

A set of balanced performance indicators is used to assess service performance and at the end of each round, the quality of service performance is recorded in the reporting.

Benefits of the simulation game

  • You get a sound insight into the ITIL® theory. Through the Apollo 13 Case, you will learn how ITIL® processes can be practically implemented in concrete situations.
  • You will experience interactions between individual processes and learn what consequences these can have for the entire organisation.
  • You will become more practised in recognising work processes.
  • You will learn how a good concept can improve the performance of the service department.
  • You will learn how to work together more effectively as a team and how to optimise your work processes through joint planning and implementation.

For whom is the training suitable?

  • ICT staff, ICT managers, process managers, group leaders and anyone else who wants to improve their work processes.
    Employees who want to gain (more) ITIL® knowledge and ITIL® experience.
    Employees who have participated in the ITIL® Foundation Seminar and want to experience the ITIL® processes in practice

Requirements for the training courses

No previous experience is necessary.

Get a quote for a workshop

You got any questions?

Cornelia Nitsch

Seminar Organisation

Via online live session to the certificate

ITIL® 4 Foundation Virtual Classroom Training from 650€

ITIL® 4 Foundation Virtual Classroom