Asteros implemented the Service Desk system in IDGC of the South branch of Volgogradenergo

The Asteros company implemented a management system for IT requests (Service Desk) in IDGC of the South branch of Volgogradenergo. Today the solution on the BMC Remedy ITSM Suite platform is used by more than 1000 employees in management personnel and 6 production departments of Volgogradenergo. A new system does transparent work of IT departments on processing and permission of incidents and service requests, reduces costs for management of requests of users and guarantees high availability of the provided IT services.

IDGC of the South is the largest electric grid company of the South of Russia. From stable functioning of the power company, including smooth operation of its IT systems, continuous power supply of the industrial and agricultural enterprises, inhabitants of the region depends. Therefore much attention at the enterprise is paid to support of difficult, geographically distributed IT infrastructure.

To increase process performance of providing and support of IT services and to create opportunities for their further development, the department of IT of IDGC of the South decided to implement a modern management system for IT requests of users. The platform for the "pilot" project selected Volgogradenergo branch, and the Asteros company acted as the partner.

At the time of start of the project at the enterprise several information systems of own development which supported management of requests of users and a configuration of components of IT infrastructure were used. The directory of IT services included only the list of the main services provided to users.

Team of specialists of Asteros and Volgogradenergo made reengineering of process of management of IT requests (regarding management of addresses of users, incidents, service requests) using the recommendations of ITIL and accounting of successful experience of IT departments of Volgogradenergo. The directory of IT services was overworked and expanded, and business services are connected with the internal technology services used for their providing. Specialists of Asteros paid special attention to improvement of mechanisms of regulation of completion dates of IT requests and automation of control of their observance. System implementation on the BMC Remedy ITSM Suite platform was in parallel executed.

In the project final specialists of Asteros trained administrators and key users of a new system and accompanied the solution during trial and trial operation.

Now the new automated process of management of IT requests works in management personnel and all 6 geographically distributed production departments of Volgogradenergo, and the number of employees who actively use possibilities of a new system exceeds 1000 people. The received project deliverables can become a basis for replication of the solution in other branches "IDGC of the South".

"Initially in Volgogradenergo the good technical and methodical base of management of IT requests was saved up. It helped us to reduce project terms. Our specialists optimized process of management of IT requests and changed logic of its automation taking into account successful experience of support of Volgogradenergo. Now it is possible to trace terms of passing of requests on each of lifecycle stages, and in case of violation of terms – automatically to escalate a problem. Deep understanding of process and interest from the customer and also his readiness carefully and thoughtfully to study parts, allowed to build from the very beginning effectively process of system implementation", – Yury Pshenichnikov, the director of the department of work with the energy sector of Asteros company notes.

"Important advantages of a new system is an opportunity to use the best world practices of ITIL in the organization of work of service Service Desk and to accumulate the corporate knowledge base according to the solution of incidents. It simplifies processing of requests, facilitates training of specialists of support. The received reporting system is for us the effective instrument of control of activities of division of IT for processing and permission of incidents", – Taskayev Andrey, the head of the department of information technologies of Volgogradenergo considers.