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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) and Trusted Quality NL B.V. (Netherlands). 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. 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.

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: 5
  • Certified Implementation Specialist – Event Management: 1
  • Certified Implementation Specialist – Human Resources: 5
  • Certified Implementation Specialist – IT Service Management: 32
  • Certified Implementation Specialist – Project Portfolio Management: 4
  • Certified Implementation Specialist – Risk and Compliance: 8
  • 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 21 Legacy Responses and 4.8 out of 5 from 4 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.

SERVICENOW STORE APPLICATIONS:
COUNTRY AND REGION COVERAGE:

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

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

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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