Lumenfold / ITSM
ITSM
IT service management your team actually uses.
IT service management (ITSM). We help IT teams set up and improve the processes behind their services: how requests come in, how incidents get fixed, how changes are approved, and how you know it all works. ITIL-aligned, sized for your team, without paperwork for its own sake.
talk to uswhat we do
Incident management
A clear path from "something is broken" to "fixed and explained": logging, priorities, escalation and communication with users.
Service requests and catalogue
Requests people can find and fill in, with the approvals and fulfilment steps behind them — so the same questions stop arriving by e-mail.
Problem management
Find the cause behind repeat incidents, track known errors and workarounds, and stop firefighting the same issue.
Change management
Changes that move quickly and safely: standard, normal and emergency paths, the right level of review, and fewer changes that break things.
Service desk setup
Channels, categories, roles, shift and escalation rules, templates and a knowledge base your agents rely on.
SLAs, KPIs and reporting
Targets that mean something to the business, and dashboards that show where work gets stuck.
how we work
Assess
How work flows today: interviews, a look at your tool and your data.
Design
Processes, roles, categories and SLAs that fit your size.
Implement
Configure the tool, write templates and guides, train the team.
Improve
Measure, review with you, and adjust — continual improvement.
questions
- What is ITSM?
- IT service management is how an IT team plans, delivers, supports and improves the services it provides — from handling a password reset to rolling out a new system. ITIL is the best-known framework for it.
- Do we need ITIL certification to start?
- No. We use ITIL as a guide, not a rulebook, and keep only the practices that help your team. Certification can come later, if you want it.
- Which tool do you work with?
- Usually the service management tool you already have. If you don't have one yet, we help you choose one that fits your size and budget.
who you work with
George Marin, founder of Lumenfold and an ITSM practitioner, leads every engagement and is your single point of contact. For larger projects he brings in trusted specialists from our network. In English or Romanian, on site in Bucharest or remotely. contact@lumenfold.eu