JSC Natsionalnye information technologies (Project of creation of the service Service Desk which is responsible for a servispodderzhka of users of the IC)

Project of creation of the service Service Desk which is responsible for service user support of information systems of state bodies of the Republic of Kazakhstan and number of national projects in the field of IT

The service Service Desk created based on the product NAUMEN services the request of both central office of state agencies of Kazakhstan, and their territorial subdivisions which are in 14 areas of the republic.

Project Objective

The service Service Desk was created by JSC NIT within the project on system implementation of management of IT services on the basis of the international standard ISO/IEC 20000:2005.

The purpose of this project is increase in management efficiency of IT and quality of rendering IT services to authorities and citizens of Kazakhstan.

Choice of software

As an information system for creation of customer support department the Naumen Service Desk software product of the Russian company NAUMEN was selected. By this time specialists of JSC NIT already had an experience of use of Naumen Service Desk for management of user support of IT services.

Project Results

Since April, 2009 in a system processing of requests of uniform service Service Desk is conducted.

Today the service Service Desk of JSC NIT provides uniform point of entry and the unified processing procedure for all requests of users of the IC and also solves the most part of addresses and requests without involvement of specialists of the second line. Users can ask for the help or consultation, having called on uniform number of format 8-800 and also having sent the request by e-mail or through "personal account".

The service Service Desk services the request of both central office of state agencies of Kazakhstan, and their territorial subdivisions which are in 14 areas of the republic. The major information systems and IT resources of Kazakhstan enter into structure of infrastructure which support is performed by service Service Desk:

• state databases "Individuals", "Legal entities", "Address register", "Register of the Real Estate";

• Single system of electronic document management of state bodies of the Republic of Kazakhstan (ESEDO);

• National certification center;

• Data center which is platform for information systems of the Electronic government of the Republic of Kazakhstan;

• IT infrastructure of the Ministry of Finance, Ministry of the industry and trade, Ministry of Transport and Communications.

Within three months since launch the service Service Desk processed more than 8000 requests on all maintenance entities. Use of an information system allowed to organize process of service of requests according to the recommendations of ITIL. On the basis of the preset rules Naumen Service Desk defines a priority of each request, calculates the procedural term of its accomplishment, automatically traces an adherence to deadline and notifies responsible persons. Process of service of requests is completely transparent for company management thanks to the reports which are available in a system allowing to control a ratio of open and open requests, the number of the requests closed with violation of term, distribution of requests by types of services, etc.