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.

Methods of process implementation and optimisation

Your benefits

  • Trainer with many years of practical experience
  • Optimising service management using your organisation as an example
  • Methodical structure for approaching problems in IT operations
  • In-house in your organisation or in our training centres


Suggestions for optimising the processes of your organisation

Increase service quality with efficient processes: In this one-day workshop, we will present methods for systematic process introduction and optimisation and work out starting points with you using concrete examples from your organisation.

We will show you how you can reveal the value contribution of processes and individual process steps with the value added and benefit analysis, how you can identify bottlenecks or track down capacity reserves with the capacity analysis and how you can examine the individual steps in the process with relevant influence on the process and throughput time with the time analysis.


For whom is the training suitable?

The seminar is primarily aimed at optimising IT service management/IT governance processes. However, the contents are prepared in such a generic way that they can be applied to other areas of application. Participants who are faced with the task of implementing new processes or changes in the company Participants who are operationally responsible for the implementation and compliance of the already defined processes (e.g. process managers) Participants who would like to draw on best practices of the iTSM Group in terms of processes, people and tools.

Workshop contents

  • Process optimisation and organisational development: reasons for a systematic methodology
  • Typical phases of organisational development processes
  • Basics of process introduction methodology
  • Overview of the basic process of introduction projects
  • Tasks and responsibilities of those involved
  • Organisation of the introduction process (selection criteria for the composition of core teams, planning of time and resources)
  • Basics of stakeholder analysis: Which target groups need to be considered?
  • The importance of tools in the introduction process
  • Critical success factors in process introduction from practice (practical experience and case studies on the introduction of ITSM processes from business and public administration)

Your gains from the workshop

  • You will recognise the most important fields of action when introducing processes and get an overview of organisational development processes.
  • You will get an overview of the benefits of a methodical approach.
  • You will recognise the critical success factors of a successful process introduction in terms of processes, people and tools.
  • You will learn about important aspects for process introduction and optimisation in your own organisation.

Get a quote for a workshop

You got any questions?

Cornelia Nitsch

Seminar Organisation

Business Process Management

With the help of Business Process Management, we help organisations to align processes more closely with their business goals and to build on the smoothest and most flexible process organisation possible, which is optimally complemented by digitalisation and automation of business processes.


To Business Process Management