Dzhenerali PPF Strakhovaniye zhizni LLC (Project of automation of an incident management process)

The project on automation of an incident management process in IT department of Dzhenerali PPF Strakhovaniye zhizni LLC.

The project is implemented by specialists of NAUMEN company based on the Naumen Service Desk software product.

Project Results

As a result of the organization of a uniform contact point between the staff of the company and technical support load distribution on specialists of service became more effective. It allowed to increase the speed of response to incidents and to reduce idle times in work because of failures of the equipment.

Users independently send addresses to a support service, specifying problem service, type and criticality of failure. This opportunity to them is given by the "personal account" implemented in Naumen Service Desk. Further requests in the automatic mode are distributed for their further processing. Such method of information transfer excludes risk of loss of requests. At the same time, remote access of users in an information system of IT service provides transparency of processing of requests, increasing trust of employees to work of service.

During the project integration of Naumen Service Desk and the Microsoft Active Directory directory where there is up-to-date information about users is made. Using this information, the technical support has an opportunity to classify incoming requisitions. For VIP-users the special mode of service is provided. Considering the customer's wishes, for requests of privileged users specialists of NAUMEN implemented a separate algorithm of calculation of procedural time in a system. It allows to execute such requests with observance of higher requirements to the service level. Among the new management tools received with implementation of an information system – the report generator. With its help formation of different reports (by amount of the requests processed for a certain period, to VIP-users and so forth) in different cuts is executed. Having these data, the company management can carry out efficiency evaluation of work of IT department and make the decisions directed to improvement of processes.

In a system the directory of business services for which providing and support the department of IT is responsible is also created. It gave additional opportunities for a categorization of requests and, as a result, expanded opportunities for the analysis and reporting.

Project Development

In further plans of the company – process automation of incident management in other divisions "Dzhenerali PPF Life insurance".