Implementation project of the information management system IT service in OGK-6

Implementation project of the information management system IT service in JSC OGK-6, one of leading companies in the Russian market of power industry. Project implementation increased quality of IT service in all branches of the company and provided Directorate on IT with effective tools for a regulation and control of activity of service divisions.

The project was executed based on the Naumen Service Desk software product.

Project Objectives

From the moment of formation of JSC OGK-6 created in 2005 within reform of power industry of Russia before the company there was a task to centralize management of the IT departments which are responsible for service maintenance of information systems and the equipment in 5 branches in different regions of the Russian Federation – from the Leningrad Region to Krasnoyarsk Krai. Problems of a regulation and control of external and inner service IT structures were assigned to the department of project management and services performing functions of service of the customer as a part of Directorate on IT. Accomplishment of the customer of the tasks by service required implementation at the enterprise of the management system for IT service (Service Desk, Help Desk) automating management processes of IT in executive office and all branches of the company.

"When choosing a product for automation of a support service and the contractor of the project we paid special attention to presence at suppliers of experience of accomplishment of similar projects for industrial enterprises. Also important role when choosing was played by such criteria as a possibility of software implementation in a short time and further maintenance of a system by own forces", – the head of directorate of OGK-6 on IT Andrey Monichev noted. – "After the analysis of a number of offers a choice was made for benefit of the Naumen Service Desk software product and its developer, the Russian company NAUMEN".

Project Progress

During the course of performance the project specialists of NAUMEN in cooperation with the partner, Active Telecom company, spent a full stroke of works, including inspection and requirements gathering in executive office and two branches OGK-6, development of technical specifications and design of an information system, adaptation of the software and setup of processes and also works on integration with other information systems OGK-6. Specialists of the enterprise were trained at the rate of Naumen Service Desk developer to accompany operation of a system with own forces.

During the project specialists of NAUMEN carried out a number of integration of Naumen Service Desk with other applications that allowed to increase convenience of a system to users. In particular, integration with a directory service of the Active Directory gave an opportunity to authorization of users in a system without manual entry of the password (single sign-on), and integration into the nomenclature reference book of OGK-6 allowed to obtain information on nomenclatures of the used IT resources in the automatic mode.

Project Results

Using Naumen Service Desk at the enterprise a number of key processes ITIL / ITSM – incident management, was automated by the level of service and changes. The staff of executive office and all branches of the company became users of a system. Registration of incidents is carried out by the managers of a support service and users of IT services having in the Service Desk "personal account" system. Using functions of "personal account", the user can not only announce a problem or send a request for providing the IT service, but also can control the course of accomplishment of the requests and add necessary comments. The similar functionality does work of service divisions of more transparent, increasing loyalty of users of IT services.

After registration of an incident or the change request the Service Desk system automatically determines procedural time of the solution of the request on the basis of the directory of services (SLA), and further in the automatic mode traces terms of execution of works, notifying in need of responsible persons. Heads of divisions have an opportunity to distribute requests between contractors and to control their accomplishment. In difficult situations there is a possibility of escalation of the request in division, branch or from branch in executive office.

Within a change management process in a system requests for issue of the equipment, connection to the IC, etc. are processed. Depending on required the user of the IT service or the equipment automatically determines the list of the approving persons, including a security service of the enterprise. On the basis of the request a printed form with the sheet of approvals forms.

Project implementation allowed to increase service quality of users and support of IT infrastructure, to provide operating control behind satisfaction of requests for IT services, to reduce costs of time for the solution of incidents and to improve coordination of activity of staff of service IT departments.

Prospects

Further it is going to expand functionality of the implemented system with forces of specialists of OGK-6.