Service Desk IT Service Management

System for management of information technology (IT) services

ITSM (IT Service Management) - management of IT services is an approach for management and organization of IT services that is focused on satisfying business needs. Management of IT services is achieved by IT service suppliers through use of an optimal combination of people, processes and information technologies. To ease the management of IT services ITIL is used.

Information Technology Infrastructure Library (ITIL) - a library which is characterized by the best practices of companies in the information technology services sphere, i.e. the collection of best international practices in the field of organization and management of IT.

Compared to most traditional approaches, ITSM recommends focusing on the client and his needs, to the services which the information technology is providing him and not on the technologies themselves. Also the process of organizing the provision of services and the presence of previously negotiated levels of service provision and efficiency parameters (KPI) allows for IT companies to provide quality services with a measurable and continuously improving quality.

Business Management Systems will provide a Methodology, Management and Software tools for standardizing the selection, planning, delivery and support of services.


CA Service Desk Manager (CA SDM)

Integrated information technology service management
  • Offers a comprehensive set of service and support tools, integrating all stages and elements of Service Desk operations into a single platform
  • Is designed to improve service levels provided to end users and overall company efficiency
  • Features a unified self-service platform, as well as a possibility to integrate with various communication means


  • Incident Management - registering and resolution of events that could lead to loss of, or disruption to, an organization's operations, services or functions
  • Problem Management - performing activities required to diagnose the root cause of incidents identified through the Incident Management process, and to determine the resolution of those problems
  • Request Fulfillment – fulfillment of Service Requests, which in most cases are standard Changes
  • Change Management - raising and recording of changes, assessing the impact, cost, benefit and risk of proposed changes, developing business justification and obtaining approval, managing and coordinating change implementation, monitoring and reporting on implementation, reviewing and closing of change requests
  • Configuration Management - keeping track of the state of different configuration items, that are normally referred to as assets, such as products, systems, software, facilities, as well as the relationships between such assets
  • SLA Management - guaranteeing a certain level of service to customers by defining and monitoring service guarantees and measuring customer satisfaction
  • Reporting - regular provision of information to decision-makers within an organization to support management processes




  • Detailed or aggregated reports on all categories for a specific time period
  • Reports on conforming or deviating from service levels
  • Reports employee workload that are engaged in the support process







Benefits and Advantages of implementation

  • Increasing the efficiency of the services
    • Increase user satisfaction; grant rights to users and rapid recovery of services
    • Reduce costs by increasing productivity
    • Reduced business risk through improved management of change
  • Confidence in the decisions in the field of service management ITIL® certified processes and standard content, which includes best practices
  • Innovative solutions - for the future
    • It meets current needs, including mobility, self-service and collaboration
    • Develops service management capabilities in accordance with the pace of development of the company

Our clients

  • LUKOIL Neftochim Burgas
  • LUKOIL Bulgaria
  • LUKOIL Technology Services Bulgaria
  • LUKOIL Aviation Bulgaria
  • LUKOIL Bulgaria Bunker
  • LUKOIL Romania
  • ENSI Control Bulgaria
  • Start Engineering
  • GSI-Balkani