ITIL v5
Process Implementation
We implement ITIL v5 practices independently of any tool — we work with GLPI, Jira, ServiceNow, and other ITSM platforms. Our approach puts processes first and only then maps them to a specific tool.
Practices
What we implement
Key ITIL v5 practices that form the foundation of effective IT service management.
Incident management
Rapid service restoration with minimal user impact. Clear escalation, prioritization, and communication.
Problem management
Identifying and eliminating root causes of recurring incidents. No more firefighting.
Change enablement
Controlled change introduction with minimal risk. A clear approval process without unnecessary bureaucracy.
Service request management
Efficient request fulfillment with clearly defined workflows and a service catalog.
Service level management
Measurable SLA agreements, regular compliance reporting, and transparent results for stakeholders.
Knowledge management
Systematic capture of organizational knowledge. Solutions no longer stay locked in individual heads.
Service desk
Single point of contact for users — channels, triage, escalation, and satisfaction measurement.
Access management
Managing access, roles, and permissions. Provisioning, deprovisioning, and access rights auditing.
IT asset management
Full asset lifecycle from procurement to retirement — CMDB, licenses, hardware, software.
Process
How the implementation works
Five steps from current state analysis to stabilization and handover.
Current state audit
We map existing IT processes, identify strengths and gaps, and compare them against ITIL v5 best practices.
Target process design
Based on the audit, we design the target state — processes, roles, metrics, and their integration with your tools.
Pilot implementation
We deploy new processes on a small scale — with a selected team or service — and verify they work in practice.
Rollout and training
After a successful pilot, we extend processes across the organization. We deliver training for all relevant teams.
Stabilization and handover
We monitor KPIs, address emerging questions, and ensure your team is fully self-sufficient in managing the new processes.