CDESK Service Desk is Slovak software for IT service management, born directly out of practice. It was developed by Innova Logic after its sister company Sility Services needed a tool for clear management of requests, infrastructure, and service quality. Today it serves as a modular, secure, and stable "hub" for companies with long-term goals.
From field needs to a comprehensive solution
The story of CDESK began in IT outsourcing, where it was necessary to have a clear overview of who does what, within what time frames, and which services are provided on which infrastructure. From real customer requirements, an independent development of CDESK naturally emerged, with stability and security becoming the priorities. In-house development gives the team the flexibility to add specific functionalities or adapt processes to the organization’s needs.
The system’s modular composition allows companies to assemble exactly the parts they need and interconnect them according to their own processes. Slovak-language support and a fair, flexible licensing model are a given. CDESK thus targets customers who think in the long term and want to keep their processes under control.
Business Continuity in practice: changes, impacts, recovery
CDESK helps manage business continuity primarily through change management. It makes it possible to identify risky interventions, document them, update recovery plans, and retrospectively assess which changes preceded an incident or outage. The data obtained in this way form the basis for adjusting training plans and the BCM procedures themselves.
An important component is a live map of relationships between services and infrastructure: if a particular element goes down, it is clear which services it impacts and to whom you provide them. Integrations with tools such as Customer Monitor or the Protect console make it possible to automatically create a request upon an infrastructure event and delegate it to the responsible teams. At the same time, CDESK acts as a central communication point—clients report events and the Service Desk transparently informs about progress and resolution timelines.
Modules, AI, and arguments for your decisions
The ecosystem consists of 33 modules and the CDESK AI copilot, which helps in resolving requests, offers AI reporting, text translations, and call transcription to text. Service delivery is followed by work orders and fulfillments serving as work records—from inputs for invoicing all the way to invoicing directly from the system. For projects, there is a Gantt chart, asset records, and aggregation of communication channels with a clear distribution of work among assignees.
The result is four key benefits: order, transparency, overview, and arguments—for customers, management, and internal decision-making. References confirm this: the Senate of the Parliament of the Czech Republic, after two years of unsuccessful implementation of a competing solution, launched a CDESK pilot within a week; deployment is currently underway at the Czech National Bank.
