iTSM Group

What iTSM Group does

iTSM Group is a German-headquartered IT service management consulting, implementation, and training firm operating as a ServiceNow® Elite Partner across the DACH and Benelux regions. Headquartered in Bodenheim, Germany, the group serves large enterprises, mid-market (Mittelstand) organizations, and public-sector institutions seeking digital transformation of IT and non-IT services and processes. Its work spans advisory, ServiceNow platform implementation and customization, ongoing managed/application management services (AMS), UX design for service portals, and Enterprise Service Management consulting extending beyond IT into HR, legal, and customer service functions.

The company's core technology foundation is the ServiceNow® Now Platform, on which it delivers modules including ITSM, HRSD, ITOM, CMDB, and Customer Service Management. It supplements platform delivery with a broad training and certification division covering ServiceNow®, ITIL® (versions 4 and 5), PRINCE2®, Scrum, DevOps, IREB®, and ISTQB®, and with a proprietary project management methodology, DPMM® (Dynamic Project Management Method®), positioned as an agile alternative to PRINCE2® for SME environments. A 2026 partnership with 3CLogic adds Voice-AI and cloud contact center capabilities integrated with ServiceNow.

The business model is services-led and project-based: revenue derives from consulting and professional services (advisory through implementation to operations), managed services, and course/certification fees, with no public pricing disclosed and engagements quoted by scope, duration, and team composition. Go-to-market is a sales-led enterprise motion supplemented by its ServiceNow partner channel, content/thought-leadership marketing, webinars, and events. For smaller clients, "ServiceNow® as a Service" (SMaaS) provides a lower-commitment entry model without long-term contractual binding. The group is family-run, employs 200+ staff, and operates through wholly owned subsidiaries in Germany, Switzerland, Austria, the Netherlands, and Romania (the latter a training competence center in Bucharest).

Name

iTSM Group

Legal name

iTSM Group

Website

https://softpoint.at

Company type

Private

Founded year

2003

Operating status

Operating

Headcount range

11–50 employees

Short description

iTSM Group is a German-headquartered ServiceNow® Elite Partner providing IT service management consulting, implementation, managed services, UX design, and accredited training to enterprises, mid-market firms, and public-sector clients across the DACH and Benelux regions.

Ownership category

akta.pro rank

Product category

ServiceNow & IT Service Management Consulting

NAICS

Computer Systems Design and Related Services (5415), Computer Systems Design and Related Services (54151), Management Consulting Services (54161)

SIC

Services-Management Consulting Services (8742), Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Integrated Systems Design (7373)

akta.pro industry

PRIMARYBPAEAJAC

ITSM Platform Implementation & Administration (ServiceNow/JSM/BMC/etc.)

Business & Public Services/IT & Digital Services (Managed Services, Systems Integration)/IT Service Management (ITSM) & Service Desk

SECONDARYBPAEAJAB

ITIL/ITSM Process Consulting & Implementation

Business & Public Services/IT & Digital Services (Managed Services, Systems Integration)/IT Service Management (ITSM) & Service Desk

SECONDARYBPAEAJAN

ITSM Managed Services (Run/Operate/Optimize)

Business & Public Services/IT & Digital Services (Managed Services, Systems Integration)/IT Service Management (ITSM) & Service Desk

SECONDARYBPAEAJAD

ITSM Tooling Integration, Automation & Orchestration

Business & Public Services/IT & Digital Services (Managed Services, Systems Integration)/IT Service Management (ITSM) & Service Desk

SECONDARYBPAEAJAI

Service Catalog, Request Fulfillment & Self-Service Portals

Business & Public Services/IT & Digital Services (Managed Services, Systems Integration)/IT Service Management (ITSM) & Service Desk

Keywords

• ServiceNow consulting
• IT service management
• Enterprise service management
• Digital transformation consulting
• ITIL training services

Headquarters

HQ city

Steyregg

HQ country

Austria

HQ region

Europe

Offices5 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Marketing or Sales, Technology or R&D, Infrastructure

Revenue model

1. Consulting & Professional Services: The company generates revenue through consulting engagements covering digital transformation, service management, and ServiceNow® implementation, as well as managed services (AMS). Engagements span from advisory through implementation to ongoing platform operations.
2. Training & Certification Services: iTSM Group offers accredited training and certification programs for ITIL®, PRINCE2®, Scrum, DevOps, IREB®, ISTQB, ServiceNow®, and DPMM®, both in-person and online. Revenue is generated through course fees and certification exam charges.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels6 records

Core offering

iTSM Group delivers ServiceNow consulting, implementation, application management, managed services, and UX design for enterprise customers, alongside an accredited training portfolio covering ServiceNow, ITIL, PRINCE2, Scrum, DevOps, IREB, ISTQB, and its own proprietary DPMM methodology. Its offerings span IT service management, enterprise service management, HR service delivery, customer service management, digital transformation, information security, and agile transformation for enterprises, SMEs, and public institutions across DACH and Benelux.

Product overview

The iTSM Group is a holistic service management consulting and training company operating as a ServiceNow® Elite Partner. The portfolio comprises ServiceNow® platform services (consulting, implementation, managed services, UX design, and Service Management as a Service), ITSM and process transformation consulting (agile transformation, digital transformation, information security, business process management, enterprise service management), and a comprehensive training division covering ServiceNow certifications, ITIL® (versions 4 and 5), PRINCE2®, Scrum, DevOps, DPMM®, IREB®, ISTQB®, online training, simulations, and workshops. Knowledge resources include assessments, whitepapers, webinars, and tutorials. The company maintains five European subsidiaries (Germany, Switzerland, Austria, Netherlands, Romania) and recently partnered with 3CLogic for Voice-AI and Cloud Contact Center solutions integrated with ServiceNow.

Differentiator

Problem solved

Functional benefit

Products and services

• ServiceNow® Beratung Advisory services for ServiceNow platform selection, strategy, and roadmap development, delivered as an Elite Partner of ServiceNow for enterprise and public-sector clients.
• ServiceNow® Implementierung Implementation services for ServiceNow as an Elite Implementation Partner, customizing the platform to organizational processes for enterprise-wide service management.
• ServiceNow® Application Management Services (AMS) Application management services handling day-to-day operational tasks for ServiceNow platform solutions, particularly global ServiceNow platforms, with maximum transparency in approach.
• ServiceNow® Managed Services (MSP) Managed service provider (MSP) services for ongoing ServiceNow platform operations and support across enterprise customers.
• ServiceNow® UX Design UX design services for ServiceNow portals intended to increase acceptance and utilization of service portals, improving satisfaction and efficiency for enterprise users.
• ServiceNow® Service Management as a Service (SMaaS) Quick-entry ServiceNow offering for small and medium-sized businesses covering build and configuration of the ServiceNow environment with mapping of client processes, without long-term contractual commitment.
• ServiceNow® Schulungen (ServiceNow Training & Certification) Authorized training and certification services for the ServiceNow platform including administration, implementation, AI, and module-specific courses for IT and non-IT professionals.
• ITIL® Schulungen & Zertifizierung Training and certification for the ITIL framework, including ITIL 4 and ITIL 5 versions, covering foundation, experience, product, service, transformation, and strategy modules.
• PRINCE2® Schulungen & Zertifizierung Training and certification for the PRINCE2 project management methodology, including foundation, practitioner, and compact courses.
• Scrum Schulungen & Zertifizierungen Training and certification for the Scrum agile project management framework, including Scrum Master, Product Owner, and Fundamentals courses.
• DevOps Schulungen & Zertifizierung Training for the DevOps methodology including DevOps Foundation, SAFe DevOps Practitioner, and bridging development with IT operations.
• Dynamic Project Management Method® (DPMM®) Training Process-oriented project management methodology training with certification, positioning DPMM as an agile alternative to PRINCE2 suited for SME environments.
• IREB® Schulungen Training and certification for the IREB requirements engineering methodology, including CPRE Foundation level.
• ISTQB® Schulungen Training and certification for structured software testing methodology, including Certified Tester Foundation level.
• Inhouse-Schulungen Customized in-house training services tailored to individual company needs, covering the full iTSM Group training catalog (ITIL, PRINCE2, Scrum, DevOps, ServiceNow, IREB, ISTQB, DPMM).
• Online Trainings & Digital Learning Lösungen Digital training preparation for certification covering ITIL, PRINCE2, Scrum, DevOps, and Security Awareness, delivered through iTSM Group's Digital Learning Lösungen platforms.
• Simulationsworkshops Gamified simulation workshops including Apollo 13 ITIL simulation, Challenge of Egypt project management simulation, Grab@Pizza, ITSM around the World, MarsLander ITIL 4, and Phoenix Project simulations.
• Enterprise Service Management Beratung Consulting services extending service management principles beyond IT into other organizational departments such as HR, Legal, and Customer Service.
• HR Service Management Beratung HR service management consulting offering, including implementation of HR processes on the ServiceNow HR Service Delivery module for enterprise HR organizations.
• ITIL® Beratung Consulting for the application of ITIL processes and roles as an internationally recognized best-practice model for IT service management.
• Agile & IT Service Management Beratung Consulting services for agile approaches designed to make business more responsive and flexible, with faster market entry through agile service management.
• Digitalisierungsberatung (Digital Transformation Consulting) Digital consulting services for digital transformation of companies and public institutions, including digitization of business processes and organizational change management.
• Business Process Management & Prozessberatung Process management and optimization services including digitalization and automation of business workflows, with a focus on aligning operations to business goals.
• Information Security Management Beratung Advisory and implementation services for a regulation-compliant information security management system, addressing NIS2 and GDPR compliance, data protection, and risk management requirements.
• Identity & Access Management Beratung Advisory and implementation services for controlling access permissions to information and software systems within enterprise environments.
• Agile Transformation Beratung Consulting for agile transformation, including scaling agile approaches across organizations to improve responsiveness and time-to-market.

Named customers1 record

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature1 record

Partnerships

One partnership is on record.

• ServiceNow®coreTechnology or IntegrationiTSM Group is a ServiceNow® Elite Partner and authorized training partner. As one of the most profiled consulting firms for the ServiceNow enterprise service management platform in Europe, iTSM Group provides consulting, implementation, and managed services for the Now Platform across DACH and Benelux regions.

Scale indicators4 records

Recent moves5 records

Expansion highlights5 records

Broad incumbents

• Cognizant: Global IT services firm with a dedicated ServiceNow business unit covering consulting, implementation, and AMS. Comparable in ServiceNow delivery capability and enterprise customer focus, though operating at much larger scale globally.
• Accenture: Global professional services firm with a major ServiceNow practice and very large enterprise transformation delivery capability. Comparable as a competitor for large DACH enterprise deals, though much broader in scope.
• Deloitte: Big Four professional services firm with a large ServiceNow alliance practice spanning consulting, implementation, and managed services. Comparable in addressing enterprise service management transformation, especially in regulated industries.
• NTT DATA: Global system integrator with a significant ServiceNow practice and broader IT services portfolio. Comparable as a competitor for large ServiceNow transformation deals, though it operates across many platforms and geographies.
• Capgemini: Global IT services and consulting firm with a sizeable ServiceNow practice serving European enterprises. Comparable as a large-scale competitor for ServiceNow implementation and managed services work in DACH.

Direct peers

• Conclude: Benelux-based ServiceNow Elite Partner delivering consulting, implementation, and managed services across the Now Platform. Closely comparable to iTSM in regional ServiceNow partner positioning and mid-market enterprise focus.
• Plat4mation: Dutch-headquartered ServiceNow Elite Partner focused on ServiceNow consulting, implementation, and managed services across Europe. Closely comparable to iTSM Group in business model, ServiceNow-centric portfolio, and European mid-market/enterprise customer focus.
• Devoteam: European IT consultancy with a dedicated ServiceNow practice offering advisory, implementation, managed services, and training. Comparable to iTSM in its ServiceNow-centric consulting model and pan-European delivery footprint.
• Crossfuze: ServiceNow Elite Partner providing implementation, managed services, and staffing for the ServiceNow platform. Comparable in its ServiceNow-exclusive positioning and managed-services-led growth model.
• GlideFast Consulting: US-based ServiceNow Elite Partner delivering implementation, managed services, and training around the Now Platform. Comparable in ServiceNow specialism and end-to-end service model, though geographically oriented to North America.

Market position

Strengths4 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xxing.com/pages/itsmgroup
• Facebookfacebook.com/iTSMGroup
• LinkedInlinkedin.com/company/softpoint-it-solutions
• Instagraminstagram.com/ITSMGroup

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Subsidiaries5 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about iTSM Group