IT Service Management (ITSM)

IT Service Management (ITSM) is the implementation, management, and provision of IT services and policy procedures for end customers. The main focus of ITSM is on the alignment of processes and services with business goals. In other words, as soon as you offer any IT service or product, you should be concerned with ITSM.


What we offer 

    Short audit and consulting for evaluating your current readiness
    Business process design and recommendations are based on the ITIL framework and our experience.
    Self-Service Portal for users as a part of the ITSM system.
    Complex role model implementation.
    Cost Service Catalog with different complex rules.
    Integration ITSM and Active Directory to store users' data and requests on the client's instance.
    Integration with: email, call center, messengers, and other communication services.
    Implementation of a Service Catalog with easy-to-use navigation.
    Business process automation.
    Customize workflows for different business needs (IT/HR/Security/Risk Management/ etc.)
    Personalized end-users interfaces – a single-pane view of all tickets, their status, history for different roles.
    Personalized Ticket Status Page with an intuitive layout to quickly check the ticket's status.
    Approval workflow and delegated approval functionality.
    Asset management process implementation.
    Ready to implement Pink Elephant in a life .

Benefits of ITSM

ITSM enables businesses to achieve significantly better IT management. It directs the focus to processes, clear structures, and proactivity. 

Benefits for the company:

Increase in agility

Higher service quality 

Increased compliance

Reduction of costs

The lower amount of unforeseen downtimes

Shorter response times

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Optimized and centralized processes

A better understanding of business needs and day-to-day operations

Benefits for the IT department:

Improved productivity due to clear roles and responsibilities

Improved collaboration across departments

Enhanced monitoring

024 - Scalability

Advancing the scalability of all processes

Downtimes are recognized more quickly

Response times are reduced

Why do our partners choose us?  

Still have some hesitations whether cooperation with us is worth the trouble? Check 8 reasons why you should choose us among other companies!


We have an experienced team who have built more than 100 projects in this area.


We always build trusted relationships and are ready to find the solution for any task.


We are always ready to recommend the best way for your business digitalization and automation improvement.


We have a lot of integrations from the box (monitoring platforms, email integrations, call center add-ons, etc.).


We have a lot of business process templates and examples that can be useful for any company and can be adopted very fast and effortlessly.


We always support our customers and proactively help them to improve their processes.


We always work not just like contractors - we cooperate as a partner and look at how we can improve the business.


We are Ukrainian company - Ukraine today faced with the most strong cyberwar and in this war, we are getting the best experience.

6 steps to successful implementation of ITSM

If the IT organization doesn't adequately prepare for adopting new processes, the chances of ITSM software implementation failure are high.
IT businesses should be aware of their capabilities and limitations in the ITSM field and set clearly defined goals to enhance the success probability. Besides the technical side, to succeed in the implementation of ITSM, the company needs to align the processes of management and executives co-work at all levels.

To ease your path in avoiding the common mistakes of implementing ITIL, here are the factors that could elevate your ITSM-success.


Analyze current infrastructure and processes

One of the first steps toward effective implementation of ITSM is evaluating your present situation. If we are speaking about the IT organization, one should map all the currently managed processes and assign the maturity value. This initial evaluation is the key point in setting measurable goals for ITSM implementation.
After you have this information, you are ready to identify:● Connection points between them● Redundant procedures● Possible improvements and updates● Main inconsistencies  In this way, you will have a reliable picture of the ITSM implementation potential impact and the complexity of its changes.


Map the problems

After identifying problems such as inconsistencies, weaknesses, and areas of risk, it is important to analyze them, study them deeply, and then evaluate why they exist and what can be done to correct them and prevent them from occurring again.


Compare the current IT situation with the desired outcome

At this point, you start the IT management planning process by considering the current landscape and what needs to be done to reach the desired state - modifications, replacements, and restructurings.Likewise, you must consider the impact of the problems found in the previous steps on the teams' productivity and verify their incidence in the financial field.


Plan incident management

Due to ITSM's preventive nature, it is essential to establish measures and practices for incident management, which must be related to any type of problem or risk inherent to Information Technology, such as data leakage and system attacks.
When structuring it, you must prioritize the cases that could effectively generate financial and reputational damage to the business, considering:● Performance area● Risk points are identified above● Business strategies


Select the framework to be used

The choice of the framework must be made considering the demands and strategies of the business. Essentially, this model offers the guidelines that must be followed for an ITSM implementation to succeed.


Constantly evaluate processes

ITSM promotes a better definition and organization of IT processes, which allows access to an ideal scenario so that the area's metrics, results, and production and the connections it undertakes with other sectors can be followed up regularly.

Likewise, we must consider that the methodology is fluid; that is, it can change according to the reality of the business, new demands of its teams, emerging technologies, and trends in the sector, among other factors that impact the routine of the IT area.

In short, the adoption of ITSM is a task that requires a great deal of attention and a good level of knowledge about the subject, hence the need for trained personnel.

What do you get in the result?

Are you ready for the big changes in the IT industry, taking your customers' experience to another level? If yes, we are here to answer your questions and remove any doubts. Get in touch, and we'll make an appointment.



On this block, you will find answers to the most popular questions of our customers. Didn’t find what you need? Just send us a request.

  • What is ITSM?

    ITSM is responsible for ensuring that all areas of the company flow correctly. The ITSM acts proactively to anticipate the company's needs in the areas of communication, marketing, finance, administration, operations, production, human resources, and others. It encompasses all strategic planning and systems for managing the lifecycle of information technology services. Therefore, ITSM administers, manages, and improves the information technology used in an organization.

    What makes IT Service Management (ITSM) special is the new approach to IT problems. Instead of only providing the "classic" technical tools - as in traditional IT support, ITSM solutions strive to make everything that has to do with IT available as a service.
    ITSM enables a company to be well structured. Its focus on processes in service management and IT teams promotes improved management of all IT operations. Instead of waiting and reacting to problems, service providers and IT teams can proactively resolve problems long before they become visible to customers. Thus, ITSM enables companies to implement the optimal tools, regardless of the growth phase that the company is currently in.

  • ITSM vs. ITIL: what's the difference?

    The terms ITSM and ITIL are often confused. We want to clear the difference once and for all.ITIL● ITIL is a framework for implementing the best ITSM practices● ITIL focuses on IT● The main concern of ITIL is to provide the flawless IT service delivery
    ITSM● ITSM is the connector of business objectives and IT services hassle-free cooperation● Its main focus is on a business ● The implementation of ITSM affects a company as a whole
    So, the relationship between them is symbolic. While ITIL shows how to make effective business decisions with ITSM, the second main concern is how and what service to deliver.
    Even though these two terms are different, they complement each other.
    ITSM is the "what," while ITIL is the "How" in IT service delivery

  • ITIL Service Lifecycle

    To meet the ultimate goals of better IT performance and enlargement of customer satisfaction, ITIL goes by a defined service lifecycle that consists of five stages, described below:
    Service strategyThe main goal of the service strategy phase is to reach an understanding of the provided service's role in the company's business, considering the needs of a client. The provided services are called the service portfolio, which is used to manage all services throughout their lifecycle. The services are divided into services under development, a catalog of services used or offered, and decommissioned services. Service strategy.
    Service designStrategic objectives into tangible and concrete services. It also describes possible improvements to the service. This phase increases the value of the provided service to the customer.
    Service transformationThe service is changed, improved, and developed while the risk management issues are addressed. The corresponding publication in the ITIL Library guides how to effectively implement the requirements formulated in the design and build phases of the strategy in the operational phase with risk, failure, and outage control.
    Service operationThis phase provides customer Service with all the necessary tools. The central parameters to assess this stage's progress are the effectiveness of service provision and its support to get to the desired quality of the provided services.
    Continuous service improvementThe fifth phase is meant to increase the service's value by applying improvements in the different lifecycle stages. This stage combines principles, practices, and techniques to manage quality, change, and performance improvement.

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