Naumen Service Desk at the plant of KRK-Rus

The project of automation of IT service of the plant of KRK-Rus included:

• implementation of incident management processes, problems and level of service;
• the organization of remote interaction with users of IT services.

Project Objectives

The IT service of the plant is responsible for smooth operation of all automated processes and operational elimination of the arising malfunctions. With growth of load of IT service there was a requirement of accounting of all addresses of users, control of terms of failure handling and the analysis of statistics. Having carried out assessment of the situation, the management of service made the decision to implement the process approach for management of IT service using the tools allowing to implement it.

Product Selection

Specialists of KRK-Rus carried out the analysis of all domestic and foreign offers which are available in the market of the solutions Service Desk. As a result for the solution of assigned tasks the Russian solution Naumen Service Desk developed by NAUMEN company according to the recommendations of library of the best practices of ITIL was selected.

Project Progress

Project implementation was executed by joint efforts of specialists of KRK-Rus and NAUMEN company. During the project incident management processes, were automated by problems, works and level of service.

Project Results

With implementation of Naumen Service Desk the management and engineers of IT service had an opportunity:

keep account and classification of incidents;
- issue dresses to contractors and control their accomplishment;
- control observance of procedural terms;
- analyze origins of faults and reveal standard problems;
- create reports on distribution of incidents on types of services, to users and engineers.

For layer management of service in a system the directory of IT services allowing to vary in particular parameters of service of an incident depending on a service priority was created.

Project implementation also provided operational interaction with users. Using Naumen Service Desk employees had an opportunity to independently send requests to IT service, to monitor the course of their permission through a personal account and through the automatic notification by e-mail.

Development plans for the project are implementation of processes of management of configurations and changes.

The publication on the basis of official data of Naumen company

• link to a corporate portal
• the original was available till February 20, 2018 to the address https://www.naumen.ru/events/news/1491/
• the saved copy of the publication
• links to other publications: [1] [2] [3] [4] 1, 2, 3, 4, 5