JSC Karelsky Okatysh (Implementation project of the information management system IT services)

Implementation project of the information management system IT services in JSC Karelsky Okatysh, the mining enterprise of the Severstal group. Project implementation allowed to transfer IT service of the enterprise to service model of work, having provided to the management of IT service of the company of a control facility of service quality, a possibility of effective management of the processes and resources.

The project was executed by specialists of NAUMEN company

Purpose and project tasks

The important role in enterprise management and its production processes is occupied by IT infrastructure which users are more than one thousand employees. At the end of 2007 the company management made the decision on optimization of work of IT service. With respect thereto there was obvious a need for transition to service model of work of IT service. For achievement of an effective objective it was required to solve a number of problems: develop new regulations and politicians of processes according to approach the IT service of management (ITSM), to make and formalize the directory of the provided IT services and also to implement a management system for IT service (Service Desk).

For project implementation specialists of JSC Karelsky Okatysh selected NAUMEN company. Existence of wide experience of project implementation in the field of management of IT services (IT Service Management, ITSM) became a decisive factor when choosing the contractor.

Project Progress

The project started in the summer of 2008. At the first stage the general audit of the existing management processes of IT which allowed to construct a logical model of processes for the comprehensive analysis of the current situation and determination of optimal methods of reorganization of management practice of IT was booked. Design of an incident management process and requests according to the recommendations of ITIL/ITSM became the next step. Regulations, role instructions of staff of service Service Desk and also all necessary metrics and qualifiers, including the structured directory of the IT services provided to users were developed for process. The received results allowed to pass to the next stage – automation of a support service.

On the basis of the developed processes the uniform contact point – service Service Desk was created. For acceptance and processing of calls of users the call center based on the product Naumen Phone was organized, upon acceptance of a call in a management system for IT service the new request can be registered or information is added to already open request. Integration of two software products allowed to accelerate significantly acceptance and initial processing of requests due to convenient search of information about the user at the time of his address to a support service.

Project Results

The request of the user can be solved directly by specialists of service Service Desk or is transferred for further processing to more competent specialists. In the request all information on service which is available to the management at any moment is fixed. At registration of the request the term of its solution according to the agreement on the level of service (SLA) is automatically determined. For control of a solution adherence to deadlines in a system the automatic scheme of escalation guaranteeing high percent of timely solved requests is used. For acceptance of operational management decisions at the disposal of the management of IT service provider there is a number of reports.

The executed project is the first step on the way of transition to service model of work of IT service (ITSM). Project duration was 6 months, the management system for IT service was brought into trial operation in January, 2009. As development of the project implementation of other ITSM processes entering into ITIL library is planned.