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.


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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.

Join us to experience the future of digital transformation against the sparkling backdrop of Las Vegas at the leading event for ServiceNow® enthusiasts and innovators. 

Service Mapping with ServiceNow® ITOM

Get the recording

To the optimal Service Mapping in ITOM

Towards optimal service mapping in ITOM

Would you like to learn more about service mapping and know which factors to consider for a successful rollout? In our ITOM webinar, conducted together with our partner Einar & Partners, our experts Fabian Kunzke and Alexander Ljungstrom 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 share their lessons learned with you. They'll also get to the heart of which strategies work and which don't.

The webinar is designed for decision makers, experienced consultants, and platform operators who are planning to roll out service mapping in ServiceNow®. In the one-hour session, the audience 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 to create a rollout plan for service mapping.

The content is not delivered as a sales pitch or repetition of product documentation. Alexander Ljungström, who previously worked on the Service Mapping team at ServiceNow®, and Fabian Kunzke, ITOM & AIOps Lead at iTSM Group, will draw on their real-world experience.

To the recording

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. 

Request recording of the webinar

Please provide your email address so that we can send you the recording of our webinar.


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 - Get to know ServiceNow® ITOM & AIOps

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



Find out more

Our workshops and trainings 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?

Claude Baumann

Head of Group Sales