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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.

Demystifying ServiceNow® Reporting: Improving Service Quality with Performance Analytics

Free Webinar


Watch free Webinar


15.07.2021 at 13:00 until
15.07.2021 at 14:00 Clock


Online Webinar

Take appointment

Informative BI Dashboards for better Decisions in IT Operations

Learn about the full ServiceNow® reporting capabilities: In our webinar, we'll show you how to use Performance Analytics to make more accurate capacity plans and improve service quality by tracking historical trends. This makes the webinar ideally suited for IT Operations Managers, Platform Owners and Service Operations Managers. 

Performance Analytics is a reporting-focused licensed application for the ServiceNow® platform. The reports, which go far beyond standard reporting in terms of depth and visualization, enable you to capture optimization potential and developments even better and thus guide the continuous improvement of your services. 

In addition to the examples from the application and the presentation of the application, there will also be enough time to pose your questions about performance analytics and ServiceNow® reporting in general with experts in the field.

The Contents of the ServiceNow® Reporting Webinar

What is Performance Analytics?

Basic introduction about Performance Analytics and how it benefits in generating value to the business.


Improving Capacity Planning & Service Quality

Get to know how Performance Analytics reports help you through use cases capacity planning and service quality evaluations.

Performance Analytics Report Features

Take a look at the Performance Analytics report and what additional features the Performance Analytics report provides compared to a normal report.

Performance Analytics Premium Subscription

Performance Analytics premium is not required to use Performance Analytics. In this we get to know what comes out of the box in Performance Analytics and what will be provided with the paid premium version.


Frequently Asked Questions

  1. You can start with Performance Analytics Essentials to learn how to built basic Performance Analytics reports.
  2. You can also join our 2 days reporting workshop

Yes, We can use multiple indicators in on Widget in ServiceNow®. More detailed information can be found here.

There are few statistical analysis which are available out of the box. For more details please check: Compare scores

Standard deviation is : Measurement of the amount of variation of set values. There are various other statistics available out of the box in analytics hub. More details about analytics hub can be found here.

Watch ServiceNow® Reporting & Performance Analytics Webinar

The goal of the webinar is to understand the Performance Analytics and how you can take advantage of ServiceNow® full reporting capabilities through Performance Analytics. In the webinar you will learn how Performance Analytics can help in doing better capacity planning and improving quality of services through historical trends. Key takeaway from the webinar will be to recognize how Performance Analytics reports are different from normal reports with live demo.

partner for Europe:
iTSM Group

As an Elite Partner of ServiceNow®, iTSM Group with its subsidiaries in Germany, Austria, Switzerland and the Netherlands is one of the most distinguished service providers for the Enterprise Service Management Platform of ServiceNow® in Europe.

We support our customers with a holistic approach and according to individual needs - from strategic orientation, implementation and competence transfer to the ongoing operation of the platform.


Our ServiceNow® services

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Claude Baumann

Head of Group Sales