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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.

INDUSTRY
Financial, Healthcare, Human Resources (HR), Life Sciences, Manufacturing, Public Sector, Telecommunications
PRODUCT LINE EXPERTISE
IT Service Management
NUMBER OF CERTIFIED PROFESSIONALS:

  • Certified Implementation Specialist – Application Portfolio Management: 1
  • Certified Implementation Specialist – Customer Service Management: 6
  • Certified Implementation Specialist – Discovery: 4
  • Certified Implementation Specialist – Event Management: 2
  • Certified Implementation Specialist – Human Resources: 5
  • Certified Implementation Specialist – IT Service Management: 31
  • Certified Implementation Specialist – Project Portfolio Management: 3
  • Certified Implementation Specialist – Software Asset Management: 1
  • Certified Implementation Specialist – Vulnerability Response: 1
  • Suite Certification ‑ CSM Professional: 4
  • Suite Certification ‑ HR Enterprise: 1
  • Suite Certification ‑ HR Professional: 1
  • Suite Certification ‑ ITSM Professional: 8
  • ServiceNow Certified Application Developer: 3

CUSTOMER SATISFACTION RATING:

Implementation Partner Customer Satisfaction Score 9.2 out of 10 from 23 Legacy Responses and 4.8 out of 5 from 3 Current Responses CSAT icon

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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. ServiceNow has modified its customer survey process effective April 1, 2020, by transitioning to a more effective 5‑level Likert scale, from the former 10‑point scale. The display shown as Legacy shows the rolling 365‑day average score of survey results that were based on the former 10‑point scale prior to April 1, 2020 the display shown as Current is based on the new scale.

How is this calculated?

The CSAT scale, based on the 5‑level Likert scale, is converted into numeric values ranging from 1‑to‑5, with 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 all completed engagements.

COUNTRY AND REGION COVERAGE:

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

// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

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