iTSM Group

Consulting management with excellence expertise in customer service management, IT service management, employee workflows and IT operation management.

About iTSM Group

The iTSM Group companies operating as ServiceNow Elite Partners include iTSM Consulting GmbH (Germany) as the parent company and its subsidiaries Trusted Quality Switzerland GmbH (Switzerland), Softpoint Trusted Quality GmbH (Austria), iTSM Trusted Quality S.R.L. (Romania), Trusted Quality NL B.V. (Netherlands) and smartvokat Trusted Quality. All units of the iTSM Group master the essential impact dimensions of digitization and bundle them into a holistic positive service experience in order to increase customer satisfaction, enable differentiation in the service experience and optimize service costs. With "Inspiring Legal", smartvokat Trusted Quality offers a holistic end-to-end service portfolio that specifically assists companies with legal departments along their digital transformation. Headquarters of iTSM Consulting GmbH is Bodenheim near Frankfurt am Main. The group currently has more than 200 employees and serves about 750 customers from the economy and public administration.

ServiceNow Designations & Awards

Authorized Training Partner, Training Partner

Product Line Certifications

Customer Service Management
  • Certified Implementation Specialist – Customer Service Management 7
  • Certified Implementation Specialist – Field Service Management 1
  • Suite Certification - CSM Professional 6
Governance, Risk and Compliance
  • Certified Implementation Specialist – Risk and Compliance 6
HR Service Delivery
  • Certified Implementation Specialist – Human Resources 5
  • Suite Certification - HR Enterprise 1
  • Suite Certification - HR Professional 2
IT Asset Management
  • Certified Implementation Specialist – Software Asset Management 1
IT Business Management
  • Certified Implementation Specialist – Application Portfolio Management 1
  • Certified Implementation Specialist – Project Portfolio Management 6
IT Operations Management
  • Certified Implementation Specialist – Discovery 3
  • Certified Implementation Specialist – Event Management 1
IT Service Management
  • Certified Implementation Specialist – IT Service Management 37
  • Suite Certification - ITSM Professional 16
Now Platform App Engine
  • ServiceNow Certified Application Developer 12
Security Operations
  • Certified Implementation Specialist – Security Incident Response 1
  • Certified Implementation Specialist – Vulnerability Response 1

Country and Region Coverage

ServiceNow Implementation Territories

  • EMEA

    Austria, Switzerland, Romania, Germany

ServiceNow Resale Territories

  • EMEA

    Austria, The Netherlands, Luxembourg, Switzerland, Liechtenstein, Romania, Germany

ServiceNow Service Provider Territories

  • EMEA

    The Netherlands, Germany

Partner Locations

  • EMEA

    Austria, Switzerland, Romania, Germany

ServiceNow Assure


Bodenheim, Rhineland Palatinate, Germany

ServiceNow Partner Type

Next Gen Authorized Training, Sales, Service Provider, Services, Technology

Product Line Achievements

IT Service Management


Education, Energy and Utilities, Financial Services, Government, Healthcare and Life sciences, Manufacturing, Retail and Hospitality, Service Provider, Telecom Media Technology, Transportation and Logistics

Customer Satisfaction Score

4.5 out of 5 from Responses

ServiceNow Store

Store Application(s)

Target Company Size


A partner who has co-delivered 3 engagements with ServiceNow within the last 12-month period.

What is this?

The ServiceNow Services Partner Program requires our implementation partners to register their services engagement projects. Upon project completion, our implementation partners submit customer information which ServiceNow uses to conduct a customer satisfaction (CSAT) survey on behalf of the partner to measure success and gather feedback, which we use to continually improve. CSAT ratings may not reflect input from all customers of each partner.

How is this calculated?
The CSAT score, based on the 5-level Likert scale, is converted into numeric values ranging from 1-to-5, which 5 being the highest possible score. Each partner's CSAT rating is equal to a rolling 365-day average score of customer responses received across completed engagement.