Implemented best practices for IT service management from ITIL based on exhaustive analysis of the current practices in the IT department and defined reports and KPIs in the configuration management system for performance evaluation

Clear, actual and accessible work instructions for the
employees, convenient way of presenting the work in case of
Bulgarian and international audits and effective maintenance of work instructions and
procedures up-to-date.

Minimized risk due to the definition of the “to-be” business processes, rights and responsibilities, which makes business planning in line with the scheduled changes possible.