| Customers: Pulkovo Airport Contractors: Nienschanz Product: Terrasoft Service DeskНа базе: Terrasoft (basic system) Project date: 2011/05
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The "Northern Capital Gateway" international consortium – management company of the Pulkovo airport – and Terrasoft group started the project of automation of customer service of the enterprise. As the system integrator in the project the Nienschanz Ltd company, the certified partner of Terrasoft group in the Northwestern Federal District acts.
One of the main priorities of consortium "Northern Capital Gateway" is comprehensive upgrade of the existing infrastructure of the Pulkovo airport. With respect thereto the decision on implementation of Terrasoft Service Desk for process automation of customer service of the airport was made. Considering what the company planned to implement a system independently, key factors when choosing the automation system were the completeness of functionality of the software product and an opportunity to flexibly customize a system.
Terrasoft Service Desk will allow the company to solve a number of problems of service maintenance, including: process automation of incident management and service requests; creation of CMDB; creation of the knowledge base and further accounting of trudoresurs of service engineers. Using the implemented software product the airport is going to permit incidents, work-related IT infrastructures (support of client stations), communication systems (wire, wireless – a radio communication, radio sets), cable group, ERP and the accounting system, the server, the Operating room of the Data Base of the airport.
Alexey Zolotukhin, supervising foreman of technical support of information systems and networks of Northern Capital Gateway LLC: "In directorate on IT 5 departments which service all IT infrastructure of the Pulkovo airport work. The main objective of implementation of Terrasoft Service Desk the company sees consolidation in a common information space of the existing automation systems and work of all employees of IT of infrastructure. Use of a system will allow to optimize work due to automation of key business processes".
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