IT SERVICE
MANAGEMENT
We help organizations build business-aligned, scalable, and sustainable
ITSM operating models that support strategic objectives.
ITSM operating models that support strategic objectives.
We help organizations build business-aligned, scalable, and sustainable ITSM operating models that support strategic objectives
15+ CLIENTS SERVED
MODERN SOLUTIONS
CUSTOMER-FOCUSED DELIVERY
Signs Your ITSM Needs Improvement
No clear ITSM strategy – IT operates reactively
IT is focused on day-to-day firefighting, with little or no long-term strategic direction. Improvements are implemented on an ad hoc basis rather than aligned with business objectives, preventing IT from acting as a strategic business partner.
Our solutions:
- ITSM strategy and target operating model design
- ITSM maturity assessment and audit
- ITIL advisory services
- Design of ITIL-based governance and operational frameworks
Processes are not transparent, measurable, or consistently executed
Existing ITSM processes either exist only on paper or differ significantly from actual day-to-day operations. Without a clear understanding of how processes actually operate, improvement efforts are often misdirected.
Our solutions:
- ITSM process assessment and improvement
- Process mining-based analysis
- Design and optimization of ITIL processes at both operational and governance levels
Incidents and changes create significant business risk
Frequent service outages, failed changes, and unmanaged risks characterize operations. IT services are unpredictable from a business perspective, and risks are not adequately managed or communicated.
Our solutions:
- Design of ITIL-based incident, problem, and change management processes
- Business Continuity (BCP) and Disaster Recovery (DRP) planning and readiness
- Introduction of risk-based ITSM operations
The ITSM tool does not support operations – or is overly complex
The current ITSM system either does not fit the processes or is too complex and underutilized. A common issue is that tool selection and implementation preceded proper process design.
Our solutions:
- ITSM tool selection and advisory
- Detailed requirements specification and vendor-neutral consulting
- Support for ITIL process design at operational and governance level
- Process- and operating model–driven tool implementation support
Let’s find the best solution together
We are always ready for an hour of casual professional discussion!
Signs Your ITSM Needs Improvement
No clear ITSM strategy – IT operates reactively
IT is focused on day-to-day firefighting, with little or no long-term strategic direction. Improvements are implemented on an ad hoc basis rather than aligned with business objectives, preventing IT from acting as a strategic business partner.
Our solutions:
- ITSM strategy and target operating model design
- ITSM maturity assessment and audit
- ITIL advisory services
- Design of ITIL-based governance and operational frameworks
Processes are not transparent, measurable, or consistently executed
Existing ITSM processes either exist only on paper or differ significantly from actual day-to-day operations. Without a clear understanding of how processes actually operate, improvement efforts are often misdirected.
Our solutions:
- ITSM process assessment and improvement
- Process mining-based analysis
- Design and optimization of ITIL processes at both operational and governance levels
Incidents and changes create significant business risk
Frequent service outages, failed changes, and unmanaged risks characterize operations. IT services are unpredictable from a business perspective, and risks are not adequately managed or communicated.
Our solutions:
- Design of ITIL-based incident, problem, and change management processes
- Business Continuity (BCP) and Disaster Recovery (DRP) planning and readiness
- Introduction of risk-based ITSM operations
The ITSM tool does not support operations – or is overly complex
The current ITSM platform either does not support operational requirements effectively or is overly complex and underutilized. A common issue is that tool selection and implementation take place before processes and operating models are properly defined.
Our solutions:
- ITSM tool selection and consulting
- Requirements definition and vendor-neutral consulting
- Support for ITIL process design at both operational and governance levels
- Tool implementation aligned with process and operating model design
What we do
ITSM strategy and target operating model design
ITSM process assessment and improvement
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- Mapping ITSM processes and identifying gaps
- Establishing KPI frameworks (scorecards) and measurement methodologies to evaluate business effectiveness
- Defining and implementing efficiency improvements to achieve target KPI values
ITSM tool implementation
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- Pre-implementation process assessment and optimization
- Project / program management for implementation
- Development activities (Agile and traditional), testing, data migration, cutover management
- Organizational and cultural change management
Audit of IT organizational processes
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ITIL- and COBIT-based review of processes, organizational structures, and roles, including maturity assessment and recommendations
ITSM tool selection and requirements specification
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- Assessment of objectives and identification of processes
- Presentation and functional analysis of ITSM tools
- Shortlisting with financial and future-readiness evaluation, decision support
- Support for procurement processes (RFP creation and evaluation)
BCP / DRP / BPR supported by Celonis
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- Mapping ITSM processes and identifying gaps
- Data-driven analysis of process execution
- Identification of pain points and quantification of impacts
IT resource planning and management processes
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- Operational process assessment (ITIL- and COBIT-based audit, planning maturity, KPIs)
- Resource management maturity assessment
- Identification of automation opportunities
Expected Outcomes:
- Independent, objective assessment of the current state
- Results aligned with business objectives
- Recommendations that enable transparent operations
- End-to-end process ownership with clearly defined roles and responsibilities
- Executive-ready decision-support materials
- Practical, service-oriented recommendations
Our projects
- Continuous Service Improvement (CSI) model design for an energy company
- Service Desk consolidation for an IT service provider
- ITIL-based organizational efficiency improvement at a Hungarian university
- ServiceNow ITSM implementation for a broadcasting company
- End-to-end ITSM process design across multiple ITSM platforms for an IT service provider
- ITSM maturity assessment and service catalog design for an insurance company
- ITSM tool selection and implementation support for an energy company and an IT company
- CMDB concept design for a Hungarian service provider
Our IT service management experts
Imre HERCEGH
Managing director
Edina GYULAI
Consultant
Zoltán IVÁDY-SZABÓ
Consultant
Boglárka KOPÁNYI
Consultant
András JUDÁK
Consultant
Our Main Clients
ITSM tool research
Our latest ITSM research examines how Hungarian companies use ITSM tools and the challenges they face. Discover the key findings!
ITSM maturity research
Our 2024 study examined IT service management maturity and operations among Hungarian enterprises. Learn more about the results!
ITSM tool research
Our latest ITSM research examines how Hungarian companies use ITSM tools and the challenges they face. Discover the key findings!
ITSM maturity research
Our 2024 study examined IT service management maturity and operations among Hungarian enterprises. Learn more about the results!
Every successful transformation starts with a conversation.
Let’s find the best solution together.
Every successful transformation starts with a conversation.
Let’s find the best solution together.
