IT Services Management is a practice based on processes aimed at aligning the delivery of IT services with the needs of the company. It represents a paradigm shift in relation to the traditional Systems Management, characterized by managing IT as a cluster of separate components for the Delivery of Services by using process models based on best practices.

In its work DE uses ITIL (Information Technology Infrastructure Library), a set of best practices for IT services management. DE offers services for assisting the implementation of the ITIL process, which include not only the installation of software products for the Service Desk but also consultancy and advice on managing the Service Desk solutions and other factors relevant for the implementation of the ITIL process.

DE is experienced with several technological solutions for the implementation of the ITIL processes (House-on-The Hill, IBM SmartCloud Control Desk, Tivoli Service Request Manager, Maximo Asset Management, iSupport). At the beginning of the implementation of an ITIL process, such as Change Management, Request Management or Problem Management, Facility Management it is the high-quality analysis of the user’s current processes and user demands that has the greatest priority, not the technological solutions themselves.

Only after establishing a quality specification of the process can it be implemented in any of the tools, with the knowledge and experience of our disciplinary teams that enable a quality adjustment to the user’s needs and wishes brought to the fore.