Service management

DK has been dealing with the implementation of IT service management solutions and their continuous post-implementation support since 2005. We started our activity by the implementation of the HP OpenView Service Desk (later Service Manager) software and by its integration with system administration solutions, and later by the customized upgrading and expansion of these systems. Today, we assist our customers in the fields of infrastructure maintenance, IT service management and customer care support by full-scale solutions.

We support the implementation of IT service management software products by ITIL-based consulting and elaborate solutions that comply with the CobiT principles. We assess our customers' needs and on the basis of the experience gathered in the meantime, we offer the most suitable solution to our customers. Over the past years, the need for the management and tracing of business processes has arisen. We have gained several years of experience in this area as well and to our customers’ delight we provide user-friendly and efficient solutions.

Our activities:

IT service management consulting, establishment of processes

Supervision of IT service management processes, process-reengineering

Creation of IT infrastructure maintenance

Implementation, support and operation of IT service management solutions

Integration of IT service management and infrastructure management solutions and connection of these solutions with other systems

Business process monitoring.

Ever since the beginnings, we have considered the regular training of our professionals most important in order to be able to provide premium-quality services for our customers amongst the changing solutions and possibilities. To accomplish this goal, we keep expanding our knowledge base by training and professional examinations, not only in the technical but in the professional theoretical and methodological fields as well (e.g.: ITIL Foundation, ITIL Manager, CISA, etc).

Our major references are as follows:

T-Mobile: establishment of incident management – interfaces and customized solutions

Agricultural and Rural Development Agency – supervision, upgrading and continuous support of the registration process, system development and consulting

Pro-M: implementation and support of HP OV Service Desk and HP OV Operations and HP OV NNM service management system administration solutions

CIB: consulting, selection of an ITIL-based service management system, consulting on infrastructure management

MOL: Peregrine Service Center integrations, development, HP Service Manager migration development

UPC – HP OV Service Desk implementation, integrations, CMDB, establishment of change management processes, continuous support consulting