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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.

With our Customer Service Management (CSM) services, we help service organizations 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. 


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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.

Our experienced employees will lead you, detached from rigid theory and individual frameworks, to a modern Enterprise Service Management.

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.

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.

With our experienced management consultants from the Future Service Enablement division, we develop our own answers to the Enterprise Service Management of the future and help our customers to profitably use the possibilities and advantages of digitization in their own business and service processes.


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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.

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.

Free Live Webinar
ITOM Masterclass: Service Mapping demystified

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15.04.2021 at 11:00 until
15.04.2021 at 12:00 Clock


Online Webinar

Take appointment

To the optimal Service Mapping in ITOM

Would you like to learn more about Service Mapping and which factors need to be considered for a successful rollout? In our free ITOM webinar on April 15, 2021, from 11:00 a.m. to 12:00 p.m., held together with Einar & Partners, our experts Fabian Kunzke and Alexander Ljungstrom will show you how to map infrastructure to application layers in Service Mapping projects and avoid pitfalls - especially in a dynamic and DevOps-driven world of cloud and infrastructure. 

Based on numerous service mapping implementations and rich hands-on experience, industry-leading experts will share their experiences and get to the heart of which strategies work and which don't.

The webinar is designed for decision makers, experienced consultants, and platform owners who are planning to roll out Service Mapping in ServiceNow®. In the one hour session, listeners will learn about the organizational and budgetary aspects that are important for success, the technical hurdles that need to be overcome, and the proven models that exist for creating a rollout plan for Service Mapping. 

Alexander Ljungstrom, who previously worked on the Service Mapping team at ServiceNow®, and Fabian Kunzke, ITOM & AIOps Lead at iTSM Group, share their knowledge in the process not as a sales pitch or repetition of product documentation - but based on real hands-on experience. 

Register today for our second masterclass in the ITOM Roadmap series - we look forward to your participation!

The content of our ITOM webinar

From start to finish

Learn how-to successfully initiate and rollout Service Mapping with ServiceNow®, which steps to take and what to avoid. Gain insight into both the organizational and technical best practices as well as the most common pitfalls to avoid.

Getting the most out of it

We will share our insights from over 15 Service Mapping implementations regarding the ROI for implementing Service Mapping, the areas where the most value is gained as well as the overall financial aspects of getting your organizations use cases rolled out.

Getting Service Mapping ready

Kicking off a Service Mapping initiative does require a service centered foundation. Learn how to get your company Service Mapping ready and how you can kick off Service Mapping.

Beyond Service Mapping

Gain insight into how Service Mapping can be continued in your ITOM roadmap, which steps to avoid and what could be next for your business. 

Register for free

Clicking on the following link will take you to the registration form on There you can register for our webinar free of charge and will then receive the dial-in data for the event by e-mail.


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iTSM Group with Einar & Partners:
Bundled ServiceNow® and ITOM Expertise

To enable us to provide you with even more targeted support for your ITOM projects from now on, we have entered into a partnership with ITOM and AIOps specialist Einar & Partners.

Einar & Partners is known in the industry as an expert in ServiceNow® ITOM & AIOps, providing strategic advice, analysis and consulting in the areas of IT Operations, AIOps and Cloud technologies. Together we form the leading center of excellence for IT Operations Management transformation based on the ServiceNow® platform.

HorizonNow - ServiceNow® ITOM & AIOps Demo

Explore the use of ITOM in the expert workshop using your company as an example



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Our workshops for ServiceNow®:

Customer Service Management

In our Customer Service Management Workshop, you will learn the core elements of Customer Service Management (roles, case handling, supporting platform functionalities) within one day.

The course also prepares participants without prior ServiceNow® knowledge for the handling of cases and shows you how to optimize your customer service from the request to the solution.

ServiceNow® Reporting

The ServiceNow® Reporting workshop is a two-day workshop that enables you to implement your own KPI's for ITSM processes in the form of reports and dashboards in ServiceNow®.

Here we will learn about the out-of-the-box functionality as well as some advanced features of reporting in ServiceNow® and how attractive reports can be customized and created according to your requirements.

ServiceNow® Best Practice Service Portal

During this one-day workshop, you will learn how to create a widget as well as tips and tricks for using the ServiceNow® Service Portal.

The main goal of this workshop is to enable you to create your own widgets. Furthermore, you will learn how the Contextual Search in combination with the Knowledge Base can strengthen the self-service.

Do you have any questions?