IT Service Management ITCE

ServiceNow IT Service Management

Reliable advisory competences that can help you get ITSM on more strategic level in the organization to ensure strategic development and digitalization.

ITCE & ServiceNow Partnership

Being one of the first ServiceNow partners in the CEE region, we know what it takes to enable you to drive results across your organization. Present in 14 countries, ITCE has significant experience in supporting enterprises throughout the whole life‑cycle of their organizational transformation.

Reliable advisory competences that can help you get ITSM on more strategic level in the organization to ensure strategic development and digitalization.

Switch quickly from manual unstructured processes in Excel and Outlook to automated workflows that make reports and processes clear and visible, while following the best practices of the process design.

By replacing the old and outdated systems with ServiceNow ITSM, your company can prevent technical debt, cut the time and costs for expensive upgrades, and lower the effort they put into designing and administrating processes within the organization.

The appropriate implementation of ServiceNow ITSM module increases productivity and satisfaction of the employees in the company as it gives them user friendly self-service portal with knowledgebase, elimination of “swivel chair” work as well as high visibility of the ownership because everything is consolidated in one system of engagement.


Deep Understanding of the Underlying Needs

Our approach is always based on “why”, rather than on “what” when we think of the processes. In every client’s request we strive to find the real value and need of having that ITSM process. The structured approach that we provide with workshops and management consulting enables us to find and improve the “as-is” situation and do relevant ITSM improvements for the organization regarding the processes and their administration.

Sustainable ITSM Practices

With over 15 years’ experience in adopting best practices of ITIL framework, we understand the functions of ITIL and ITSM and how they work together.
Our consultants will help you define a roadmap to manage your IT infrastructure in more customer-centric approach while being compliant with the widely used ITIL benchmarks.

Knowledge Sharing

Throughout the project our consultants work closely with the company teams and share the ITSM knowledge and experience so the companies can support the platform by their own teams. The real benefit in having ITCE by side for the ITSM implementation is that we help you to maximize the potential of the ITSM module with resourceful improvements and enhancements.

Our Approach

Our approach is always to design processes that are easily maintainable and scalable. Furthermore, every customization that we do within the ServiceNow platform is planned in an effective way so it can be easily updated and don’t risk the organizational structure or operation.

We believe in custom-tailored transformation plans, holistic approach, close collaboration with our customers when designing their processes and side-by-side work when implementing them in ServiceNow.

Every client and every project get special devotion by our team. We celebrate client’s success as our own and we are always there to do the extra mile in their digital transformation projects.

Flexibility and agile can best describe our implementation approach. We do care for the client’s comfort (readiness to be present on-site or redisign project scope acording to clients priorities).

Despite our technical and architectural capabilities, in every project we have advisory and coaching roles that help clients get mature in their capabilities (good practices, rituals, planning).

ServiceNow Solution Architects

Our consultants combine technological knowledge with deep understanding of IT Service Management, IT Operations Management and IT Business Management based on years of experience in helping some of the region’s largest enterprises successfully implement their IT transformation projects.

Miroslav Siarov

ServiceNow Trainer & Consultant

Miroslav Siarov is a ServiceNow Accredited Trainer and Consultant specializing in administration and development on the platform. He has achieved the following certifications – ServiceNow Certified System Administrator, ServiceNow Certified Implementer for IT Service Management (ITSM) and Customer Service Management (CSM). He has participated as a consultant in complex implementation projects with a highly secure environments.

Julia Oliveira ITCE

Julia Oliveira

Partner, Consulting Solutions & Principal Consultant

Julia Oliveira is a highly qualified IT Service Management and Project & Portfolio Management Senior Consultant with more than 15 years of experience in the industry. She has successfully lead some of the largest ServiceNow projects in Southeast Europe.

Orlin Marinov ITCE

Orlin Marinov

Co-founder, Partner & Principal Consultant

Orlin is a very well-known name in the IT and Management circles in the region due to his extensive experience as a consultant for numerous large scale and complex projects in the field of IT Security and Service Management. He is a very well respected ITIL® trainer, known for the high success rate of certification of his students. He has achieved the ITIL®4 Master Designation, which is the highest level of achievement of the ITIL 4 certification scheme.

Denitsa Deneva

Senior Consultant & Trainer

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

Alexandra Dokleva


Alexandra is a Consultant and ServiceNow Architect specializing in Agile coaching and product ownership of the ServiceNow platform. Her most recent focus is oriented towards consulting of Agile and DevOps practices, leading organizations and teams to successful digital transformation journey, along with Project Management & Project Delivery of ServiceNow.

Mariela Dragolova


Mariela is a ServiceNow consultant with profound technical background specializing in administration and development on the ServiceNow platform. Her focus is on IT Service Management (ITSM), and Incident, Problem, Change, Knowledge, and Asset Management processes in particular. Mariela is a graduate of the American University in Bulgaria.

Our Accreditations

Our consultants have achieved certifications by some of the leading accreditation bodies in the field of Agile, DevOps, Enterprise Project and Portfolio Management.

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    Success Stories

    Management Coaching Programs ITCE

    ServiceNow Success Stories

    Explore ITCE & ServiceNow Success Stories here.

    We contacted ITCE hoping to automate the New Hire Provisioning Process through the ServiceNow platform. ITCE’s consulting team added tremendous value to the project, as on top of the process advancement and automation, they enabled us to meet the requirements of our secure environment and to add value to the support teams and to enhance end user experience. It was great fun working together and I would work with them again in the future with no hesitations.

    Sorin Pavel,  
    Manager IT Service Operations at a large multinational company in the gaming industry 

    Our project objective was to globalize and standardize our IT processes in 4 additional locations of our company. We had several obstacles and our resources were limited to knowledge of ServiceNow. After a few remote sessions and a personal meeting, we started the project together with ITCE. I was impressed by their expertise. That was exactly what I needed at that stage of the project. Although we planned to finish the project in 9 months, we finished in 7. We would not have managed that without ITCE’s help.

    Natasa Jeremic, 
    Head of ITSM at PaySafe 


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