Insurance company of Aviv (Project on automation of an internal support service: implementation of an incident management process)

The project on automation of an internal support service in Aviva insurance company: at the first stage in a support service the incident management process was implemented.

Project implementation is conducted on the basis of the Naumen Service Desk software product by forces of IT specialists of Aviv with assistance of the supplier of a product, NAUMEN company.

Profile of activity of the company

SK "Aviva" provides to the Russian clients services of one of world leaders in the field of insurance services – the Aviva groups. For customer service the insurance company locates network of offices in the large cities of Russia. Development of regional network and need to save high quality of service raised before the company a question of the organization of management of IT using the best world practices of ITIL/ITSM.

Product Selection

As the management tool specialists of "Aviv's SK" selected the Russian product Naumen Service Desk having the status PinkVerify confirming its compliance to ITIL v.3 and also wide experience of implementation at the enterprises of the different industries. The important role when choosing was played by a possibility of project implementation by own forces of specialists of the company.

Course of the project and the first results

At the first stage of the project it was automated works of a support service of offices of the company in Moscow. With assistance of the supplier of a product the basic mechanism of integration with the Active Directory directory service was finished. Integration provided transfer to a management system of IT of data on users and a possibility of authorization of users in a system without manual entry of the password (single sign-on). To unload the first line of a support service, users are given an opportunity of independent registration of requests from the preconfigured "personal account".

The next stage of the project plans implementation of process of management of configurations (CMDB).