With our services in the area of Agile & IT Service Management we support our customers in the optimal alignment of the structural and process organization and digitize and automate common tasks in service management - according to classic, agile or hybrid methods.

Make your business more responsive and flexible with agile approaches, create more business value for you and your customers and win with a faster time to market.

With our experience in integrated ITSM and DevOps environments, Scrum/Kanban and strategic focus on scaling agile, iTSM Group is the ideal partner for agile practices and organisational transformation. 

With our services in the area of Customer Service Management (CSM), we help service organisations to work in a customer-centric and efficient way.

With "AI"-based self-services, you enable your customers to interact mobile, efficiently and 24/7, while your service agents have all customer-relevant information available centrally - in every process step, across departments and up-to-date at all times.

With our services in the area of Governance, Risk and Compliance, we help our customers to meet the constantly growing compliance requirements from information security, data protection and risk management with suitable concepts, processes, services and technical solutions. 

In this way, we put our customers in a position to sustainably anchor the right and affordable measures in the organization from the multitude of possible and necessary measures.

In an increasingly data-driven world, the classic methods and tools for handling IT operations are no longer sustainable.

With our IT Operations Management services, we support our customers in modernizing and transforming their IT operations and help them to reach the next level of automation.

With our services for Legal Operations Management, we support corporate legal departments in unleashing the power of automation for legal workflows and mastering the digitalisation of corresponding legal operations - from strategic consulting to implementation and operation.

In our joint venture smartvokat Trusted Quality, we bundle legal management and technical expertise for this purpose.

With our services in the area of Project Portfolio Management (PPM), we support our customers in better aligning their project management with the corporate strategy and in making project work more efficient overall - regardless of whether it is carried out according to classic or agile approaches. 

With our Application Management Service (AMS), we take care of the daily tasks involved in the operation of our customers' platform solutions - especially with regard to global ServiceNow® platforms. 

Our cross-project expertise and maximum transparency in our approach are the basis for a successful and trusting partnership.

With our services in Business Process Management, we support you in setting up, optimising and digitising the processes of your organisation, train and coach your employees for process-oriented thinking and automate individual process steps or entire workflows on the basis of various solutions.

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.

With the iRESC application, we offer crisis teams and emergency managers a tool to overview and solve risks and problems in extraordinary situations.

Our workflow application simplifies the reporting of events and provides your staff with action plans for crisis management: easy to handle and automated in its control.

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.

With Service Management as a Service (SMaaS) we take care of the daily tasks in the operative IT service management of our customers.

This way we make your internal staff available to work on important projects and urgent changes, while you can rely on a reliable service management basis.

IT Infrastructure Library (ITIL®) is a globally recognised framework for implementing IT-Service Management.

In our ITIL® training courses for v3 and ITIL® 4 you will learn the processes, organisational structure and tools necessary for operating an IT infrastructure and can become officially certified according to the globally valid standard.

PRINCE2® (Projects in Controlled Environments) is a process-oriented method for project management that is based on best practices.

In our PRINCE2® training courses, you and your colleagues learn the framework for successful projects and concrete recommendations for action for each project phase. In addition, you can also take an exam and receive your PeopleCert® certificate of the international standard right away. 

ServiceNow® is a provider of cloud-based software-as-a-service (SaaS) for enterprise service management.

In our ServiceNow® training courses, you will gain experience in using the software and learn how to map and optimize your work processes in ServiceNow®. As an authorized training partner of ServiceNow®, we also offer you the official certification.

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.

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.

Methodology of process introduction 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