Operational intelligence for IT services

Complex operations.
Clear decisions.

We help IT service businesses improve operations, automate work, embed change and develop leaders—with senior partner attention and measurable outcomes.

Request a diagnostic→Explore our services

10 days · From data to an action plan

A proven operational track record

$1.8Msavings delivered

$12Mservice portfolio managed

3,000+users supported

12 monthswithout an SLA miss

01 / FOUR WAYS WE HELP

Specialists for problems that need more than a generalist consultancy.

We combine operations, data and change. Engage us for one focused intervention or connect several capabilities in a partner-led programme.

01M&G

Operational Excellence

SLA misses, backlog, cost, attrition and weak governance.

Controlled processes, aligned capacity and continuous improvement.

$1.8M saved · 12+ months without an SLA missExplore service→

02M&G

AI Automations

Manual work, slow responses and fragmented information.

Workflows and assistants that save time and scale.

Lead Scout · assistant built on 5 years of ticketsExplore service→

03M&G

Change Management & Adoption

Low adoption, resistance and unrealised benefits.

Change that is understood, adopted and measured.

Prosci/ADKAR · SAP · multinational roll-outsExplore service→

04M&G

Mentoring & Training

Teams and executives without a shared method to decide and improve.

Practical capability applied to real business challenges.

Tailored learning · your own cases and operating dataExplore service→

01 / THE PROBLEM

The data exists. Clarity does not always follow.

Tickets, SLAs, capacity and cost live across different systems. Reporting consumes time and risks surface once they are escalations. We connect process and data to reveal what needs a decision.

01Backlog and SLA risk detected too late
02Manual reports dependent on one person
03Capacity, demand and margin without one shared view

02 / SERVICE OPERATIONS DIAGNOSTIC

Ten days to find where performance is being lost.

A short, partner-led engagement. We analyse one operational flow and an anonymised data export. We deliver decisions that can be applied—not an endless presentation.

Founding price€950 / $1,100First three diagnostics · plus applicable tax

Executive view of SLA and backlog

Capacity and demand analysis

Process and friction map

Prioritised automation plan

03 / IDEAL CLIENT

For operations with volume that now need control.

B2B IT support and managed service providers

30–150 employees and multiple recurring contracts

More than 500 tickets or requests per month

Manual reporting, growth or pressure on SLA and margin

04 / THE FIRM

Corporate experience. Partner attention.

Borja Marin

Partner, Operations & Transformation

More than ten years leading service delivery, ITSM, change and multinational operations. Prosci Certified Practitioner, with experience across Google projects including YouTube, Technical Solutions and SiteLinks.

Anastasiia Gorbunova

Partner, Data & Operational Intelligence

Analytics leadership, SQL and Excel applied to reliable models, executive reporting and operational decision-making.

We work in Spanish, English, German, Polish, Russian and Ukrainian.

START WITH A CONVERSATION

Which part of your operation needs greater clarity?

In 30 minutes we assess whether the problem is right for our diagnostic. If we cannot add value, we will say so directly.

Request a conversation→Or write to hello@marin-gorbunova.com