Services
IT Service Management
High-Growth Startups & Scale-ups: Rapidly expanding businesses benefit from ITSM by putting scalable, repeatable processes in place to avoid service chaos and ensure IT supports overall business growth.
Worth the value
By implementing standardized ITSM processes, companies gain measurable benefits including improved service reliability, increased productivity, better alignment of IT with business goals, enhanced customer and end-user satisfaction, and reduced operational risks.
74
%
of organizations have seen investments in generative AI and automation meet or exceed expectations.
ACCENTURE NEWSROOM-
30
%
Up to 30% reduction in operating costs through standardized IT practices (e.g., ITSM modernization).
20-25
%
productivity gains in functions enabled by AI automation.
McKinsey+
17
%
higher customer satisfaction reported by mature AI customer-service adopters.
One-stop-shop:
Service Strategy
Defines which IT services are needed, aligns them with business goals, plans for demand, and manages the overall service portfolio, financial planning, and risk management.
Service Design
Focuses on designing new IT services or updates to existing ones, including setting Service Level Agreements (SLAs), capacity, availability, security, and continuity requirements, as well as developing supporting processes, policies, and architectures.
Service Transition
Manages the rollout or modification of IT services into live environments. Key processes include change management, release and deployment management, and knowledge management to ensure services are deployed with minimal disruption.
Service Operation
Oversees the day-to-day management and support of IT services. Major processes include incident management (restoring normal operations quickly), problem management (addressing underlying causes), event management, request fulfillment (standard requests), and access management. The service desk acts as a single point of contact for users.
Continual Service Improvement (CSI)
Involves ongoing evaluation and improvement of IT services using metrics, feedback, and process reviews to optimize value, quality, and customer satisfaction.
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Proactive Service Management
Proactive solutions that reduce overall ticket traffic, solving future problems that have not yet entered the ticket queue.
Service Integration & Orchestration
Enterprise-wide ITSM adoption across all business functions. Integration with business processes beyond traditional IT.
Why Clients Work With Us
01
Strategic, Not Just Operational
Every transformation includes real strategic guidance from our seasoned transformation experts, not justproject coordination.
02
Swiss-Led, Globally Delivered
Swiss-led transformation management, executed by our global team—ensuring premium quality and cost-efficiency.
03
Full-Cycle Thinking
We're not just here to manage projects. We're here to help you transform and grow.
Our ITSM experts
Meet the executives who have successfully navigated the peaks of Swiss industry
leadership and are ready to guide your ascent.
Tom Koufakis
Software Engineering Leader | Cloud Architect | Digital Transformation | AI/ML Innovator
Tom is a strategic software engineering leader with over 25 years of experience driving digital transformation across North America, LATAM, and Asia. He brings deep technical and organizational expertise in delivering scalable, cloud-native platforms and leading high-impact engineering teams across global markets.
PROFILE
