ITSM CENTER Ltd
Powering Digital Transformation with ITSM

As the world transforms rapidly, changing the picture of consumer demands and expectations, companies are struggling to cope with this dynamic market scenario and imbibe flexibility in their business environment. This digital transformation marks a foundational change in how an organisation improves user experience and agility to deliver value to its customers. Who knew that amidst this ever-changing backdrop, an organisation in Slovenia would turn up as the game-changer and mark its uniqueness in the IT service management (ITSM) space by turning these challenges into advantages? Through training and certification, consulting, and integration of the service management tools, ITSM CENTER is enabling companies to adapt to changes by bringing in digital transformation based on ITSM. On a mission to ensure that clients reach their strategic goals in an effective and efficient manner, ITSM CENTER focuses on delivering IT service management (ITSM), project management, information security management, digital transformation, agile, and other best practices.

“We use ITIL® as a basis for your digital transformation journey, and our organisation is a one-stop-shop for the same,” says Rok Sajovic, CEO and Owner of ITSM CENTER. “We offer three main streams in ITSM: Accredited training, Consultancy, and Technology implementation. This is what makes us unique as opposed to our competitors.”

As an expert in IT and business management trainings, ITSM CENTER has designed its “World-class training” program with simulation games that function as an interactive workshop. The consultants at the company set up a simulated environment for their client organisation, and through various business cases, help its people to undertake different roles as a part of the projects or service management. ITSM CENTER believes that this process helps the companies develop practical experiences through real-life challenges. On the consultancy front, ITSM CENTER presents its customers with rich expertise in varied service management types—from programme and project management to workshop facilitation.

According to Sajovic, companies implement several other methodologies besides ITSM, for which neither the training nor the consultancy services are adequate and require integration of ITSM tools. This is where ITSM CENTER leverages EasyVista—an ITSM platform—to combine different methodologies with AGILE SCRUM, DevOps, PRINCE2, ISO/IEC 27001, and more for security purposes and prepares a hybrid model that works for the clients. EasyVista also serves as the underlying tool for ITSM CENTER’s ITSM management approach. Coupled with EasyVista, ITSM CENTER, as a trusted digital transformation partner, is currently performing integrations in 15 countries across south-eastern Europe. In fact, in collaboration with this vendor, the company has been able to provide its services to some of the top organisations in the world. For one such large MNC, spread widely across 80 countries, ITSM CENTER is facilitating their development of global processes and integration into the EasyVista platform.

ITSM CENTER also worked closely with a telecom operator ELISA.EE in Estonia to bring in a set of process optimisations by implementing EasyVista. From incident management, request fulfilment to elastic search integration, CRM, and active directory integrations, ITSM CENTER supported a plethora of functionalities and enabled digital transformation within eight months through the seamless deployment of EasyVista. Post-integration, EasyVista supports over 500 internal and over 600,000 external users for the company. “With this integration, we helped the company speed up communication with its customers, become more responsive and flexible in the market. Consequently, we facilitated their business growth,” adds Sajovic.

Besides meticulous attention to the products and services, ITSM CENTER is equally laser-focused on delivering unprecedented user experience while deploying the services. Sajovic says, “From the initial point of our journey with a client, we design various enhanced training sessions and special workshops so that we get to know each other better and build the trust.” Once the basic level of trust is achieved, before moving ahead with any integration, ITSM CENTER performs the proof of concept for its clients, engages in one-on-one meetings, provides client-side reviews, and more. The fact that the company is always up to date with the new regulations, best practices, and frameworks in the market allows it to achieve its targets in a seamless and compliant manner.

Moving on with the same core philosophies and offerings, ITSM CENTER is now prepared to expand across the world. The company looks forward to deploying its services with the help of local partners. Sajovic, who also serves as the chairperson of IT service management forum Slovenia, concludes, “IT service management will always be our mainstream product, but we are also taking other methodologies like inter-county information security, cybersecurity, risk management, cloud computing, agile into consideration while providing our services.”