ServiceNow Consulting

Unlock the full potential of your ServiceNow platform with ITCE’s tailored consulting services. Our team of certified consultants brings extensive experience and industry knowledge to help you streamline workflows, improve customer satisfaction, and drive operational efficiency. Discover how we can transform each aspect of your organization with the right ServiceNow solutions:

IT Service Management

Imagine your laptop suddenly stops working. Instead of endless emails, you submit a request through a self-service portal, track its progress, and get updates—all in one place. ITCE’s ServiceNow ITSM solutions provide employees, customers, and vendors with fast, efficient support through automated workflows and mobile access. We integrate ITSM with Agile and other tools, ensuring smooth collaboration. Real-time dashboards improve decision-making, while full asset visibility keeps IT and business teams aligned for seamless service delivery.

IT Operations Management

We use ITOM’s Discovery and Service Mapping to give you a clear view of your IT setup, helping you manage incidents and see how changes impact everything. With CSDM—a structured way to organize and connect your data—we ensure your IT services align with business goals. This setup makes it easy to see service dependencies, so your team can handle incidents smoothly and manage changes effectively. We set up proactive monitoring for critical issues and organize assets efficiently. Our approach also includes change management and training, helping teams get the most out of ITOM.

Strategic Portfolio Management

Imagine running a project where each team has its own way of working—some follow Agile, others use Waterfall. ITCE’s ServiceNow SPM expertise brings everyone together on one platform, giving you a real-time view of budgets, timelines, and priorities through easy-to-read dashboards. Integrations with tools like Jira and Azure DevOps make collaboration simple, no matter each team’s approach. With clear visibility, you can quickly spot and solve issues, keeping the project on track and running smoothly.

Customer Service Management

ServiceNow CSM helps businesses track customer cases, contracts, and service history in one place. ITCE designs workflows that guide agents through case handling with clear steps, approvals, and escalations. We secure customer data, align service teams for better resource use, and integrate CSM with ITSM to automate incident resolution. Real-time alerts keep customers informed about outages and maintenance, while automated processes reduce delays, helping businesses respond faster and improve service quality.

HR Service Delivery

ServiceNow HRSD simplifies HR services by centralizing everything employees need in one place. Imagine an employee needs to request an absence day. Instead of emailing HR, they submit a request through the Employee Service Center, track its status, and receive automatic approval or next steps if needed. We automate case management for faster resolutions, securely store employee documents, and integrate with SAP SuccessFactors to sync HR data. With mobile access, employees and HR teams can handle requests anytime, improving efficiency and response times.

IT Asset Management

ServiceNow ITAM helps businesses manage the full lifecycle of IT assets from a single platform. We provide complete asset visibility by integrating hardware, software, and enterprise assets into automated workflows, ensuring accurate tracking and timely management. Our approach improves compliance by monitoring software licenses, contracts, and warranties while optimizing costs through cloud cost management. We integrate ITAM with ITOM for proactive asset monitoring, use real-time asset tracking, and enable mobile scanning to enhance inventory accuracy and streamline asset-related processes.

Our Team

Krasimir Parushev

Partner Consulting Solutions & Principal Consultant​

Krasimir Parushev is a highly qualified and experienced technical consultant, specializing in the ServiceNow platform, Microsoft Azure, .NET, SQL, Web Technologies and system integrations.

Julia Oliveira ITCE

Julia Oliveira

Partner Consulting Solutions & Principal Consultant

Julia Oliveira is a highly qualified IT Service Management and Project & Portfolio Management Principal Consultant with more than 15 years of experience in the industry and manager of the Consulting Practice at ITCE.

Martin Iozev

Senior ITOM & CSDM Consultant

Martin Iozev has over 25 years of experience in telecom and IT service management. He spent 10 years at Cisco, working in telecommunications, computer networks, and implementation projects.

Denitsa Deneva

Senior Consultant & Trainer

Denitsa specializes in ITIL and ServiceNow. She has substantial experience and a demonstrated history (10+ years) of working in the Information Technology and Services Industry, focusing on IT Service Operation, Transition and Transformation, People Management, and Client Relationship Management. 

Kiril Baranski

Senior Consultant & Trainer

Kiril Baranski specializes in infrastructure, virtualization, messaging, and cloud solutions. He has experience in Microsoft Technologies – Windows Server, Windows Networking, Windows Desktop, Hyper-V, Microsoft Teams, Microsoft Azure and ServiceNow Discovery, CMDB and Service Mapping. 

Mariela Dragolova

Senior ServiceNow Consultant

Mariela is a senior ServiceNow consultant with robust technical foundation, which she leverages to effectively analyze and develop solutions within the platform.

Miroslav Siarov

Senior Consultant & Trainer

Miroslav is a senior consultant and trainer specializing in implementation of the ServiceNow platform (ITSM, CSM, HRSD, SAM and HAM).​

Diana Radkova

Consultant

Diana is a product owner and ServiceNow consultant, specializing in Strategic Portfolio Management (SPM) and IT Service Management (ITSM) products.

Emanuil Mavrodiev

ServiceNow Consultant and Trainer

Emanuil is a ServiceNow process consultant and product owner with deep expertise in IT Service Management (ITSM) and Strategic Portfolio Management (SPM).