BeFit LLC (Project on process automation of management of IT)

The project on process automation of management of IT in the Russian company "BeFit" which is engaged in development, implementation and maintenance of a software platform for electronic banking of iBank 2.

Profile of the company and project task

As of January, 2009, the iBank 2 platform is industrially operated more than in 650 Russian banks and branches. With growth of the customer base there was a need to make management of a customer support more effective to save service quality and a customer loyalty. To achieve this objective, the information system of the class Service Desk was necessary for the company. The adjacent requirement to this system its integration with the management system for defects (bug tracker) used into the companies and the CRM system where customer information is conducted became.

Project Progress

Having high-class IT specialists in the state, BeFit decided to execute the project by own forces, having applied the ready-made solution which would allow to solve the most part of problems using settings and with small costs to execute integration into other applications. After market research the product Naumen Service Desk having wide experience of implementation at the Russian enterprises was selected. Having signed the agreement on acquisition of licenses of a product, the BeFit company became the participant of the Program of support of implementation.

Using consultations of the supplier of a product, specialists of BeFit by own efforts customized a system and performed works on integration. Data exchange between Naumen Service Desk and the bug tracker, allowed to fix automatically defect at once after registration of a new request of the set type in a management system for support. Implementation of the file transfer and other information concerning the client's request without transfer of data on e-mail between employees became a separate task which needed to be solved. Using documentation with the description of API Naumen Service Desk, BeFit developers created the scenario (script) allowing to send files together with the normal notification on adding of the new comment on a request. It allowed to store all information on a centralized basis, with a binding to a request of the client and at the same time quickly to provide to engineers and developers access to this information. Also the integration with the CRM system which allowed to receive the information about clients and their contact persons through Naumen Service Desk which is built in the mechanism of import of data was executed.

Results of the first stage of the project

In April, 2009 the management system for a poddezhka was brought into commercial operation, all employees of a support service of BeFit (about 15 people) became its users. At the first stage the incident management process was automated.

With system implementation the management of BeFit had a possibility of the full analysis of quantitative and qualitative indexes of work of employees of support. Further it is going to provide to the management new report types for cost estimation on processing of defects in terms of money, etc. Besides, control automation by development and support of software in production divisions of the company should become the second stage of the project.