Epicor ITSM in Spetsremontmontazh company

The solution Epicor ITSM provides support of basic processes of management of the IT service: incident management, problem management, change management, configuration management and layer management of services. The solution has the built-in knowledge base and a self-service portal for clients.

The project on implementation of Epicor ITSM started in the company at the end of 2010. Data on maintenance entities, a full range of the provided services are entered into the system, roles of specialists of a support service are fixed, metrics of quality of the provided services according to agreements on the service levels are configured. Now in the ITSM system the service Service Desk providing registration and maintenance of incidents on the serviced objects and customer appeals fully works. At an initial stage the solution covers two service activities of the enterprise: service of information technologies and service of technical means of security of objects.

Epicor ITSM system implementation in Spetsremontmontazh company is performed by own specialists with assistance of the partner of Epicor - Delovye sistemy LLC company.

Vladimir Shchyokin, the chief technologist on information technologies, notes: "Thanks to a set of the modern balanced service functions supporting the key IT processes determined by ITIL we had an opportunity timely and quickly to react to requests of users, in the shortest possible time to fix the incidents and problems arising at clients received the tool for control and the analysis of quality of the provided services and loading of personnel".

The company performs the activity in 14 regions of Russia, providing support of automation systems, technical security systems and IT infrastructure of many enterprises, the most part from them is included into structure of oil-extracting company TNK-BP. Existence of a large number of the serviced objects (several thousands) located in the huge, distributed territory, the need for providing to customers information on incidents predetermined need of implementation of centralized operation by service. Besides the tool for support of own IT infrastructure was required for the company.

A choice for benefit of Epicor ITSM was made because this product provides support to the key IT-processes regulated in ITIL library is suitable both for internal use, and for providing IT services to clients of the company. In addition, simplicity of implementation and use of a product, a possibility of customization own by forces became decisive factors for benefit of Epicor ITSM.

On the next stages of implementation to Epicor ITSM connection of the new enterprises and the organization of processes of service for other types of services is planned.