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.

ITSM simulation: ITSM around the world

A one-day simulation on the basics of Service Management

Your advantages

  • Trainer 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 service management in a playful way

The simulation workshop ITSM around the world - which we offer in cooperation with expertplace networks group AG -  is an intensive one-day workshop that uses an interactive game to teach concepts and practices of the service management basics.

An exciting and varied voyage around the world presents the participants with challenges that can only be solved economically through clearly defined processes, roles and responsibilities. For example, they have to eliminate faults in the communication unit, avoid danger spots and ship the cargo to the ports on time.

Guided by the trainer, the participants work out for themselves most of the service management, its benefits and the technical language of service management. They recognise how the implementation of the service management structur can improve adherence to schedules, economic efficiency and safety on the ship and transfer this knowledge to their own working environment.

Benefits of the simulation game

  • Change of mindset, away from departments towards co-creation
  • High acceptance of the framework Easy and sustainable learning Understanding of the benefits and interplay of the service value system
  • Easier transfer and integration of what has been learned into everyday working life
  • Optimal preparation for further training courses

For whom is the training suitable?

ICT staff, ICT managers, process managers, group leaders and all others who want to improve their work processes. Employees who want to gain (more) service management knowledge and experience.

Prerequisites for the training courses

No previous knowledge is necessary.

Contents of the simulation

Key concepts

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

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.

Get a quote for a workshop

You got any questions?

Cornelia Nitsch

Seminar Organisation

ITIL® 4 Foundation - Take the online training

In our ITIL® 4 Foundation Online training, you also lay the foundation for training as an ITIL® Managing Professional or Strategic Leader - but in the comfort of your computer.  

In 6 modules that build on each other, our training teaches you all the content required by AXELOS (official accreditor of ITIL®) and prepares you perfectly for the official PeopleCert® certification, which you can also take online afterwards.

ITIL® 4 Foundation Online