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About ITSM Group

The ITSM Group is one of the established business consultancies and training providers, which qualifies and operatively supports national and international clients in optimizing their organizations' performance as well as measuring and efficiently controlling their corporate and IT processes according to clear quality criteria. The particular expertise is experienced by the customers especially in the areas of (IT) Service Management, Management and Technology Consulting, with the focus on Strategy, Organisation, IT Governance, as well as implementing of solutions and trainings.


  • Certified Implementation Specialist – Customer Service Management: 5
  • Certified Implementation Specialist – Discovery: 4
  • Certified Implementation Specialist – Event Management: 1
  • Certified Implementation Specialist – Human Resources: 4
  • Certified Implementation Specialist – IT Service Management: 32
  • Certified Implementation Specialist – Project Portfolio Management: 3
  • Certified Implementation Specialist – Software Asset Management: 1
  • Certified Implementation Specialist – Vulnerability Response: 1
  • Suite Certification ‑ CSM Professional: 1
  • Suite Certification ‑ HR Professional: 1
  • Suite Certification ‑ ITSM Professional: 4
  • ServiceNow Certified Application Developer: 2


Implementation Partner Customer Satisfaction Score 8.8 out of 10 from 27 Responses CSAT icon


What is this?

The ServiceNow Services Partner Program requires our implementation partners to register their services engagement projects. Upon project completion, ServiceNow conducts customer surveys on behalf of our partners with our mutual customers to measure success and gather feedback, which we use to continually improve. This display showcases a rolling 12‑month average score of survey results. Results are refreshed monthly, and eligible partners must maintain a CSAT rating of 8.0 or above from a minimum of 6 respondents.

How is this calculated?

The CSAT scale ranges from 0 to 10 with 10 being the highest possible score. Each partner’s CSAT rating is equal to a rolling 12‑month average score of customer responses received across all completed engagements.


ServiceNow Resale Territory
Resale Region: EMEA
Resale Countries: AT ‑ Austria, CH ‑ Switzerland, DE ‑ Germany

ServiceNow Business Territory (Non‑Resale)
Region: EMEA
Countries: AT ‑ Austria, CH ‑ Switzerland, DE ‑ Germany

For more information, check out the ITSM Group website or contact info@itsmgroup.com

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