- Your IT requests live in email and chat, and things fall through
- You cannot produce a reliable list of what the company owns and licenses
- Changes happen without a record, and outages follow
- You bought a ticketing tool and nobody uses it
- An audit or a customer questionnaire has asked for incident records or an asset inventory that does not exist
- Up to 150 employees, up to 3 locations, one tool
All services
01 · Delivery remediation & optimization
ITSM Tooling & Process Implementation
Every request tracked, every asset known, every change recorded — in a tool you own.
- 8–10 weeks
- ~25–30 consulting days
- From 750,000 HUF + VAT
- Tool licences excluded
The problem
IT that runs on email, chat and memory.
Requests arrive by email, in Teams, in the corridor. Some get done twice and some not at all. The same incident comes back every few weeks and nobody can say how often, because there is no record to count.
Nobody knows how many laptops, licences or servers exist, so renewals and audits are guesswork and you are almost certainly paying for software nobody uses. Changes get made quickly, and something breaks at month-end that nobody can trace back. And if you have an MSP, they report on their own tool — so the only view of your IT belongs to someone else.
Buying the tool does not fix this. Plenty of companies have a ticketing licence nobody uses, because a tool was installed where a process should have been designed.
Who it's for
- CEOs, COOs and operations managers; the internal IT lead or MSP contact is the counterpart
- Everyone becomes a requester, so adoption is a company-wide change, not an IT project
- A named tool owner on your side is required — someone who will administer it after we leave
What happens
Five steps, eight to ten weeks.
- Mobilisation One week. Sponsor kick-off, tool owner named, licences ordered, and whatever process descriptions and asset lists exist collected.
- Design Two weeks. Workshops for each process: categories, priorities and SLAs you set, queues and routing, forms, approval rules, asset classes, and the reports management actually wants. This produces the Configuration Design, and from that point the scope changes only by written change order.
- Build Three to four weeks. Configuration in a test instance, the asset register loaded, the change workflow built — then acceptance-tested with your tool owner against a written script, not a demo.
- Training and go-live One week. Agents get a hands-on half day, requesters get a recorded one-hour briefing, and we are onsite on the day you cut over from email to the tool.
- Go-live support Four weeks. A weekly tuning session, adoption tracked week by week, and the first monthly reporting pack issued from live data.
Three processes are implemented: request and incident management, asset and configuration management, and change enablement — with up to 300 assets in the initial register. Premium adds problem and knowledge management, a service catalogue, SLA dashboards, MSP integration and eight further weeks of adoption support.
What you get
A working tool, and the documents that keep it working.
Your existing tool reviewed, or three candidates scored against your requirements, budget and MSP situation — plus the process-to-tool mapping, the asset scope and a dated implementation plan.
The configuration specified at field and workflow level before anything is built: categories, priorities, SLAs, queues, forms, roles, change types, asset classes, reports. This is the scope baseline.
Request and incident handling, the asset register, and change control live in your own tenant — with an acceptance test signed by your tool owner and a real change run end to end.
How each process actually runs in the tool, plus one-page guides for agents, approvers and requesters, and an administrator guide for your tool owner.
Who was trained, on what, when — with the requester briefing recorded so new joiners can watch it.
Adoption measured week by week through the support period, open items with owners, and the monthly management report — volumes, MTTR, backlog, asset and licence position — configured in the tool and issued once from live data.
Packages
- Entry — tool and process fit check Before you buy anything: your current tool reviewed or three candidates compared, the process mapping, the asset scope, a licensing check and an implementation plan. 750,000 HUF + VAT.
- Standard — the implementation Everything on this page: three processes live, the register built, people trained, four weeks of go-live support, the reporting pack. 4,200,000 HUF + VAT, fixed price, tool licences excluded.
- Premium — with the second wave Standard plus problem and knowledge management, a service catalogue, SLA dashboards, MSP integration, and eight further weeks of adoption support. Quoted individually.
- Custom Migrating history from an old tool, ERP or HR integrations, more than 300 assets, or several entities. Quoted individually.
Payment is 40% at signature, 30% at scope confirmation, 30% on the hand-over report. Clients who completed the IT Service & Risk Assessment skip Entry — its process descriptions and asset inventory are reused — and receive the equivalent 750,000 HUF credit against Standard.
- A named tool owner who will administer the tool after hand-over — this is the single biggest predictor of whether it survives
- Licences purchased in time for configuration to start
- Your asset lists, user list and existing process descriptions, as they are
- Agents available for two half-days of training and for go-live
- If you have an MSP, their cooperation in working in or alongside your tool
- Not the tool licence — you buy it directly; we advise on which
- Not a migration of your historic tickets from another tool — that is Custom
- Not custom development or integrations beyond the tool’s native connectors
- Not enterprise change control: a two-tier process sized for a sixty-person company, because anything heavier gets bypassed
- Not ongoing tool administration after the support period — available separately as a retainer
Next step
The licence is the cheap part.
If you already own a ticketing tool nobody uses, the fit check will tell you whether to keep it. If you own nothing yet, it will tell you what to buy — and neither answer costs you a licence.