Shtokman Development AG expands use of IT outsourcing regarding Service Desk

The Onlanta company expanded services of support of jobs standard and VIP-users of Shtokman Development AG.

Solution

Engineers of Onlanta execute for the staff of Shtokman Development AG of function of the first and second support line. For this purpose on the platform of the customer an ITSM system which provides acceptance and registration of addresses with further solution of the problems is unrolled.

Existence not only standard, but also VIP-users dictates more tough, than usually, requirements to a support service. For example, irregular working hours of such users mean, as engineers should work according to the replaceable diagram in the 12-hour mode. Besides, in the company a significant amount of foreign specialists (from Norway, France and other countries) works therefore support is given both in Russian, and in English languages.

Results

Staff of three offices can address specialists of Service Desk now, and the number of the supported workstations exceeded two hundred.

For ensuring continuous and high-quality support integration of the ITSM systems of Onlanta and the customer was carried out. It allowed to adjust transparent information exchange about the occurred incidents, a response time and quality of work of employees of support.

Opinion

Sergey Taran, CEO of Onlanta company: "We render services of support to the staff of Shtokman Development AG since 2008 and our relations can be an example of the stable and developing cooperation".