Datatel Service Center Ltd (Project of process automation of IT customer service)

The project of process automation of IT customer service in Datatel Service Center company included:

• implementation of incident management processes, problems and configurations;
• organization of accounting of the telecom equipment which is subject to service.

Project Objectives

Rapid growth of number of clients led to increase in load of specialists of the service center. It became impossible to keep track of operability of the equipment installed at clients without the automated control facilities. The staff of the service center needed the tools allowing to keep account of the equipment, to monitor its movement and the history of service. Also it was required to adjust accounting of client appeals to the service center, control of failure handling terms, collecting and the analysis of statistics on the eliminated violations.

Project Progress

Having carried out the analysis of domestic and foreign offers, specialists Datatel Service Center selected for automation of the service center the Russian solution Naumen Service Desk with the built-in module of accounting of elements of IT infrastructure Naumen Inventory. Project implementation was executed by NAUMEN company.

Within three months specialists of NAUMEN carried out deployment and setup of a system at the enterprise, key user training. During the project the single database about clients and the installed equipment was created, incident management processes, are automated by problems and configurations, schemes of escalation of requests and the notification of clients about a work progress with the request are configured.

Project Results

Using the module Naumen Inventory in the service center accounting of the equipment which is subject to service was adjusted. Implementation of Naumen Inventory allowed:

• create the uniform reference book of the nomenclature of the equipment;

• conduct the history of hardware maintenance;

• monitor movement of the equipment;

• keep account of the current location of the equipment;

• process requests for replacement of the equipment.

Engineers of the service center had an opportunity to keep account of incidents and to control observance of procedural terms of fault recovery. For layer management of service in a system the reference book allowing to vary parameters service of an incident depending on a service priority is created. In a system means of collecting of statistics on the eliminated violations and tools for report generation are used.

Project perspectives

In development plans for the project – providing remote access to clients of the company in a system for submission of requests, viewing information on requests, etc.