Efes group (Project on automation of work of technical support service of users of IT services)

The project on automation of work of technical support service of users of IT services in Efes group.

Project Objectives

The Efes group in Russia has the distributed territorial structure including about one hundred regional offices. The general staff of the company makes 4500 people from whom third are active users of information systems of the company.

In process of growth of business of Efes the complexity of the organization of user support increased, the IT service of the company needed more mobile and functional means of accounting of requests and monitoring of their execution.

Choice of software

For automation of processing of requests in Russia the Naumen Service Desk software product, the leader in the market of the automated solutions for business was selected from all offices Efes.

Vladimir Demkin, head of group on management of IT services of Efes Group: "Integration with the ERP system of SAP for synchronization of data on employees and their further comparison to accounts in the distributed domain structure was specific requirements in our project. In addition, the Service Desk system had to provide transparent authorizations of users and have a possibility of secure access on the Internet. Naumen Service Desk met all our requirements at the minimum cost of ownership and support which could not be received at competitors".

Project Progress

Works on deployment and setup of the software product took five months. During this time specialists of NAUMEN company conducted examination of the current processes of user support at the plants of the enterprise and developed technical specifications. Works on integration of Naumen Service Desk with the HR system of the customer working at the SAP platform and a directory service of Microsoft Active Directory were carried out. Integration provided data exchange about accounts of users of IT services and a possibility of authorization of users in a system without manual entry of the password (single sign-on). At the final stage of the project training of employees was provided.

The basic automated process is incident management. During the project the uniform point of registration of the requests arriving by e-mail and by phone was created. For the telephone appeal to service of a first service line support it is possible to use the uniform number of call center existing for all Russia or the extension for employees. Support lines the group of managers, the second – the group of engineers which is on each of 5 breweries of Efes group and also support group of business applications acts as the first. In a system also other IT departments of the enterprise – the system administrators and consultants for business applications acting as experts at permission of the most complex technical issues work.

Project Results

After implementation of Naumen Service Desk interaction with technical support service for users became much simpler. Now it is enough to send the request to a support service with the detailed description of a problem and to monitor accomplishment of the request in real time with an opportunity at any time to leave to the specialist the comment.

A new system facilitated also interaction of IT specialists. The engineers who are at the different plants of the enterprise if necessary can transfer the request to other division or carry out escalation on more competent specialist regardless of his territorial arrangement. In a system the directory of IT services taking into account agreements on the service level (SLA) is also kept. Thanks to implementation of Naumen Service Desk support process more than 1500 users of information systems of the Efes group became more transparent, costs for processing of requests of users decreased.