IT service management, Service Desk
ITSM / ITIL
A few words about the service
We offer comprehensive IT support—ranging from ITSM and ITIL service management, security, and network infrastructure to system monitoring and IT team building. We specialize in process optimization, the implementation of modern tools (ServiceNow, Jira), and network security. Through monitoring and automation, we minimize the risk of downtime, ensuring your company’s stability and growth.
Scope of Services
● Analysis and optimisation of IT processes: Identification of areas for improvement in current IT processes, their optimisation and implementation of best ITSM practices.
● Implementation of ITSM solutions: Deployment and configuration of IT service management systems, such as ServiceNow, BMC Remedy, or Jira Service Management.
● Incident and problem management: Proactive management of incidents and problems to minimise downtime and maximise service availability.
● Change management: Effective management of changes in IT infrastructure to ensure smooth and seamless deployment of new solutions.
● Knowledge Base management (Knowledge Base):
● Service Lifecycle management (Service Lifecycle):
● Asset management (Asset management)
● Service catalogue creation
● Event management (Event mgmt)
● ITIL consulting: Advising on the implementation and improvement of IT processes in line with ITIL best practices (including ITIL 4).
● Conducting IT process audits for compliance with ITIL and recommendations for improvements.
● ITIL training: Organising training for employees to ensure they have the appropriate knowledge and skills to work in accordance with ITIL.
● Network Infrastructure Management:
○ Comprehensive analysis and optimization of network infrastructure to enhance performance and security..
○ Designing, implementing and managing LAN, WAN and WLAN networks.
○ Monitoring and maintaining network continuity; managing network incidents and problems.
● Network Security:
○ Implementation and management of security systems, including firewalls, IDS/IPS, VPN.
○ Network security audits and the implementation of best practices for protection against cyber threats..
○ Training in network security for IT teams.
● Network Change Management:
○ Effective management of network configuration changes, minimizing the risk of downtime and issues.
○ Planning and execution of network migrations and infrastructure upgrades.
● Recruitment and Training:
○ Selection and recruitment of qualified specialists for the network team.
○ Organizing training sessions to enhance the team's skills in network infrastructure management and security.
● Team Management:
○ Daily management of the team, resource allocation, and oversight of task execution.
○ Monitoring team performance and implementing incentive and development programs.
● Creating an Effective ServiceDesk:
○ Designing and implementing the structure of the ServiceDesk team based on best ITIL practices.
○ Implementation of ticket management systems, such as Jira Service Management, ServiceNow.
● Incident and Problem Management:
○ Proactive incident management to minimize downtime and improve service quality..
○ Resolving issues and implementing preventive measures to increase end-user satisfaction.
● Team Training and Development:
○ Regular training on customer service and the technical aspects of IT support.
○ Implementing career development programs for ServiceDesk employees.
Our Strengths
Why you should choose us
Our experience
● Experience and Expertise:
○ We have a team of specialists with extensive experience in network management and in building and managing Service Desk teams.
● Individual Approach:
○ Every project is unique to us, which is why we offer solutions tailored to your company's specific needs.
● Latest Technologies and Tools:
○ We use the latest technologies and tools to ensure the highest quality of service and operational efficiency.
IT Event Management
○ The Zabbix platform enables comprehensive monitoring of IT infrastructure, including servers, applications, network devices, and databases, in real time.
○ Automatic event detection, such as failures, overloads, performance issues, and anomalies in the operation of systems.
○ Automated analysis and classification of events based on defined thresholds and policies, allowing for the prioritisation of incidents depending on their impact on business operations.
○ Creation of reports and notifications in real time, tailored to the needs of IT teams, to enable quick decision-making.
○ Zabbix allows for the configuration of automatic escalation rules that trigger appropriate remedial actions or notifications when detected events meet specific criteria.
○ Integration with ticket management systems, such as Jira Service Management or ServiceNow, ensuring a seamless transition from monitoring to incident management.
○ With Zabbix's advanced prediction features, it is possible to anticipate and prevent failures before they occur, significantly reducing the risk of downtime.
○ Utilisation of historical trends and analytical data to optimise infrastructure performance and plan for future needs.
Customising Solutions to Client Needs
● Individual Configuration:
○ Every monitoring and incident management project is tailored to the unique needs and structure of your company's IT.
○ Creating custom dashboards, reports, and alerts that reflect key performance indicators (KPI) and business objectives.
● Support and Training:
○ We offer full technical support and training for IT teams to maximise the capabilities of the Zabbix platform.
○ Regular reviews and
optimisations of monitoring configurations to ensure its continuous adaptation
to changing business needs.
Technologies and Tools Used
● ITSM Platforms: ServiceNow, BMC Remedy, Jira Service Management
● ITIL: Tools supporting process management in accordance with ITIL
● Project Management: Microsoft Project, Jira, Asana, Trello
● Agile/Scrum Methodologies: Atlassian Jira, Confluence,Trello
● Security: FortiGate, Cisco FTD,, Palo Alto Networks.
● Network Management: Cisco, Juniper, Fortinet, Aruba
