About the Author

Hi — I'm Stanislav Dobrov, a Service Delivery leader and the creator of ITSMote.

Over the past 10+ years, I've worked across IT, FinTech, Web3, SaaS, and startups, starting in frontline technical support and moving into service delivery leadership. Along the way, I've built and scaled L1/L2/L3 support teams from scratch and owned incident, problem, and change management end-to-end. Not as theory — in environments where outages were costly, escalations were immediate, and deadlines actually mattered.

I repeatedly saw the same pattern: teams try to introduce structure, then the implementation turns into overhead.

The process grows faster than the outcomes, and the day-to-day work becomes harder instead of more predictable. I wrote this handbook to break that cycle.

Everything in ITSMOTE comes from practical operations: what worked during incidents, what failed under pressure, and what teams could consistently follow without slowing delivery.

Ready to get started? Read what ITSMOTE is about →