The Naumen Service Desk system in Group Kazakhmys is implemented

The implementation project of the information system Naumen Service Desk in the Kazakhstan Group Kazakhmys which is among the largest global manufacturers of copper is complete. Implementation of service approach in process management of IT based on the unrolled system increased control and service quality of staff of the geographically distributed company.

During the first stage of the project starting in the second half of the year 2010, the information system was implemented by specialists of NAUMEN on two objects of Group Kazakhmys – in the Center of corporate development (Almaty) and Zhezkentsky mining and processing works (East Kazakhstan region). After a successful completion of the first stage of the project the customer independently in 3 months executed replication of a system at other enterprises of the company located in different regions of Kazakhstan. Use of such scheme of implementation allowed Group to reduce costs for project implementation and to reduce terms of its implementation without loss of quality.

The NAUMEN command performed a complex of works on the following directions – consulting, implementation and integration of a system, training.

During consulting works specialists of NAUMEN created a document package, including regulations of process of user support, the directory of IT services, the document with metrics of activity of IT service. The centralized and local IT services were selected, features of their providing and service are formulated. Besides, the contractor developed several SLA templates which further the customer's employees easily adapted to the connected branches.

For the centralized order taking of users the uniform contact point – service ServiceDesk is created. Today about several hundred addresses of users daily come to this service, and 99% of requests are performed qualitatively. In three months of work in a system almost by 3 times the number of the addresses solved on the first line grew. Incoming requisitions are routed in the territorial working groups which are responsible for support of services at the local enterprise. The staff of the company has an opportunity to send requests and also – to trace their status, using "personal account". According to statistical data, 75% of addresses arrive through "personal account".

Thanks to automation of key management processes of IT the broad spectrum of project tasks, including, a possibility of classification of incidents and standardization of methods of their solution is implemented; providing up-to-date information to users about a status of their request; sale of the mechanism of escalation for involvement of specialists of higher qualification or powers. Today the project is in a stage of commercial operation. In the medium term the Group Kazakhmys plans automation of other management processes of IT, in particular: processes of management of configurations and assets, changes and problems.