SUE VTsKP Zhilishchnoye hozyaystvo is complete the project on reorganization of processes of technical support

SUE VTsKP Zhilishchnoye hozyaystvo, leading enterprise on information calculating service of suppliers and consumers of housing and communal services of St. Petersburg is complete the project on reorganization of processes of technical support. The project is implemented by NAUMEN company together with S-Consult based on the software solution Naumen Service Desk. Since launch of a new information system about 20 thousand requests of users are successfully processed.

SUE VTsKP Zhilishchnoye hozyaystvo conducts settlement service of the population on payment of the housing and communal services (HCS) and makes the subsequent calculations with the management and resource supplying companies of St. Petersburg. The enterprise is a developer of a number of automated information systems which his clients – suppliers of housing and communal services use. Therefore technical support of clients is a crucial task for settlement center. The second most important task is support of internal users, including AIS developers.

For several years for management of user support – employees, partners and clients – in VTsKP "Housing" used the solution Astrosoft HelpDesk. Limited systems capabilities did not allow to improve management processes of IT. It had an adverse effect on efficiency and service quality of users and required replacement of the technical platform.

After the careful analysis of the products presented at the market, the management of the enterprise stopped the choice on the solution Naumen Service Desk. The customer entrusted project implementation to specialists of the NAUMEN company which is the developer of a product, and the St. Petersburg company "S-Consult".

NAUMEN together with S-Consult performed a complex of works, including preproject inspection and preparation of a packet of the regulating documents, development of metrics and the directory of services, the procedure of data migration, training and start of a system in operation.

One of the main objectives implemented during the project – centralization of management processes of IT based on a new system with differentiation of support of internal and external users. It allowed to increase efficiency of a support service, including, due to data view from the different systems in one interface.

Thanks to automation of key management processes of IT the efficiency of failure handling increased, the quality of provision of services and the general controllability of processes considerably improved. Among these processes – incident management, service requests and dresses for works, event management, change requests and also layer management of service.

Today in a system more than 200 employees who service over 2000 users work. "The total quantity of the arrived requests for the three-months period of work in a system makes about 20 thousand. The possibility of registration and processing of mass incidents is successfully implemented: in three months more than 30 mass and over 250 coordinated incidents were registered. These indicators confirm opportunities and demand of a new system in business solving of tasks, – Alexander Golubev, the Head of Department of support of VTsKP "Housing" tells about project deliverables. – The main part of the arriving requests are incidents and addresses on the provided IT services from our clients. Also, we service requests, for example, for installation, reinstallation of software, servers and so on if it is provided by terms of the contract".

Integration of Naumen Service Desk with systems used at the enterprise allowed to provide transparency of user support and to improve management of IT processes. Import of information from a monitoring system of Advanced Host Monitor gave the chance to react preventively to failures in infrastructure and to eliminate them. The notifications on problems on server and active network equipment arriving from Microsoft System Center Operations Manager (MS SCOM) automatically are registered now in the form of requests. In turn, synchronization with Microsoft Active Directory allows to obtain up-to-date information on internal users, and integration with 1C – information on external clients. Besides, the possibility of data exchange with a project management system and tasks of Atlassian Jira used by developers of the enterprise is implemented.

Now specialists of support have up-to-date information on clients and the terms of service recorded in agreements. It allows to check quickly existence of the agreement with the client at the time of acceptance of the request and to organize solution with observance of requirements to terms and service quality. The relevance of data on clients is provided due to automatic import from 1C of information on agreements which is used including in the directory of services. The specialized solution was for this purpose developed.

According to the manager of projects of NAUMEN company Kirill Fedulov, despite deadlines, all project tasks were carried out in full. The project schedule, including consulting and works on application integration, was made taking into account an enterprise scale and specifics of tasks of the customer. The maximum attention was paid to the report to specialists of the customer of an essence of new approaches in support processes and also consecutive and iterative training in work in the Naumen Service Desk system for the purpose of smooth and painless migration on a new product was provided.

Today Naumen Service Desk in a stage of commercial operation.