Joint-stock company (Network of digital channels) Project of business process automation of the enterprise

In May, 2003 the NAUMEN company signed the agreement with the Ekaterinburg telecom operator "Network of Digital Channels" (NDC) on system implementation of process control of operation of services of Naumen Service Desk developed in NAUMEN company.

Project Objectives

At a stage of initiation of the project by the management of STsK the following tasks were set:

• automate work of the operator service and technical support service including several groups of engineers in territorially spaced divisions;

• enter management of regulations of failure handling with a possibility of ranging of services in priorities and requests on problem level, to provide failure handling in the terms set by regulations;

• provide control of an area of responsibility for permission of a request, including the transfer protocol of a request between operators and engineers and also in the external organizations, time management of finding of a request in areas of responsibility, maintaining history of permission of a request;

• implement integration with the contractual subsystem supporting base of clients and a billing subsystem for recalculation of a subscription fee for services.

System Selection

When choosing an operations support system of services specialists of STsK carried out the analysis of the solutions presented in the Russian IT market. According to the results of the conducted research a choice was made for benefit of the Naumen Service Desk system developed in NAUMEN company.

The basis for the choice of Naumen Service Desk became:

• a possibility of adaptation of a system under specifics of business processes of STsK, including the used technology of work of a support service and partner interaction and subproviders;

• ability to integrate Naumen Service Desk with the existing information systems STsK;

• the open source codes allowing the STsK programmers to carry out quickly diagnostics and failure handling and also to develop a system by own forces;

• unlimited number of free client licenses;

• a connectivity of partners and subproviders as users of a system.

Project Progress

The project on system implementation of Naumen Service Desk in STsK company was begun in May, 2003. Contractor of the project − NAUMEN company.

The first stage included carrying out consultations for the management of STsK on the organization of the service center. At the same time examination of the existing business processes, studying of flows of information exchange between divisions was conducted.

On the basis of data retrieveds the offer on the organization of the service center and its interaction with the existing divisions of STsK was created. After approval of the offered structure of the service center the main roles of his employees were defined and business procedures of a main loop of their work are developed. On the basis of the approved procedures specialists of NAUMEN prepared Technical specifications on completion of Naumen Service Desk according to requirements of STsK.

At the second stage completion of Naumen Service Desk under the requirements of the customer recorded at the previous stage was carried out. Within this stage integration with the contractual subsystem supporting base of clients of STsK and the services provided to them and a billing subsystem for information exchange about shutdowns and idle times of the provided services was carried out.

In September, 2003 the Naumen Service Desk installation was brought into trial operation. During trial operation within a month the found errors of work of software were eliminated, optimization of the user interface is performed.

At the moment installation is in working operation. Technical support of a system is performed within the signed agreement. In December, 2003 the new version of Naumen Service Desk containing additional abilities to integrate with Naumen CRM customer relationship management system was set.

Project Results

During the project in STsK the management system for process of operation of services integrated with a contractual subsystem and a subsystem of billing was unrolled. The total cost of the project was about 1/3 from the cost of the next import analog.

Implementation of Naumen Service Desk allowed to automate business processes of the enterprise: identification of clients, registration of addresses and time supervision of service of a request in operator service, accounting of failures and dresses on their elimination, maintaining history of permission of requests in technical support.

Within the unified information system of the Naumen Service Desk enterprise provides transfer of requests between services, informing the client and management of STsK on a status of the arrived requests, maintaining history of chronic problems. On the basis of the services given about a downtime collecting in a system it is going to reorganize recalculation of a subscription fee.