JSC Bashneft implements the complex project on the principles of ITSM

JSC ANC "Bashneft", the Russian vertically integrated oil company, and consortium of integrators "SITRONICS Bashkortostan" and "Technoserv" created a centralized system of user support of corporate IT services for JSC ANC "Bashneft".

About a system

A system covers all main subsidiary companies of holding which are engaged in oil exploration and production, oil processing and petrochemistry, sale and logistics. In total more than 12 thousand users work with a system.

In a basis

"Transition from traditional technology approach to the ITSM methods (IT Service Management) at which for IT service main are needs of the internal client, but not technologies was the purpose of project implementation of creation of a centralized system of user support of corporate IT services, - Alexey Shitsin, the Director of the department of operation of information technologies of JSC ANC Bashneft commented on the project. - At such approach the process organization of provision of services and presence of in advance stipulated parameters of efficiency (KPI) in agreements on the service layer allow Department of operation of information technologies to measure and improve quality of the provided services".

Implementation

Implementing an assigned task, specialists of consortium of integrators together with representatives of Department of operation of information technologies of JSC ANC Bashneft executed the complex project demanding from participants of high extent of coordination. Within the project audit of business processes on management of requests, incidents, changes, the service layer and their configuration, setup existing and adding of a number of the new business processes necessary to go to the work constructed by the principles of ITSM was booked.

"Project participants developed consulting documents on each of processes of ITIL entering a project framework, the concept of creation of service Service Desk, the detailed solution description, the technical specifications, a technique of conducting acceptance tests, job and role descriptions", - the CEO "SITRONICS Bashkortostan" Boris Haras noted.

The uniform portal of providing IT services including office and user parts is created and put into operation. In an office part of the portal of user support for the purposes of classification of incidents and control of availability of IT services the internal directory of services including standard parameters of rendering services is used. In the user part the knowledge base, available to users, for accumulation and information analysis about methods of permission of standard incidents is created.

The centralized system of user support of corporate IT services is integrated with IT infrastructure monitoring systems, call center, an electronic document management system, the system of a uniform point of authorization and authentication of MS the Active Directory and e-mail and service of SMS notifications.

Specialists Technoserv provide the personalized custom training in functionality of a system for several user groups (heads, users, engineers, administrators).

A system is implemented based on products of CA Technologies corporation, and the full stroke of works from ITSM consulting before full-scale implementation made 10 months.

Opinions

"The project became one of the most significant for CA Technologies in Russia. Close integration interaction of a monitoring system and Service Desk based on CMDB1 technology allowed to automate completely processes of ITSM in JSC ANC Bashneft that is crucial for providing consumers with qualitative IT services, - Aury, the vice president of CA Technologies for partner sales in Eastern Europe noted Tangi de La. – Our world experience shows that successful implementation of the similar systems directly depends on the involvement into process of Department of operation of information technologies of the customer and conceptual approach of integrators".

"Today business essentially depends on an IT infrastructure status. Idle time and problems with its performance immediately affect the speed of accomplishment of business operations, having a negative impact on profit and profitability of business in general, – Irina Surkova, the director of the department of application solutions of Technoserv company told. – With respect thereto creation of a kliyentoriyentirovanny centralized system of user support of corporate IT services – an important stage in creation of the harmonious and completely managed IT infrastructure at the enterprises of scale of JSC ANC Bashneft.