Tehnosila company (An implementation project and automation of ITSM processes in a support service of corporate users)

The project in a support service of corporate users in Tehnosila retail network included implementation and automation of the following processes:

• incident management;

• change management;

• layer management of service.

Project Objectives

In the conditions of permanent development of retail chain stores the tools allowing to manage quickly problems of automation of new shops and to provide support of a large number of users in outlets were required for IT specialists of Tehnosila. The company management made the decision on implementation of management processes of IT according to recommendations ITIL/ITSM, reflecting the best world practices. For project implementation the solution Naumen Service Desk and its developer, the Russian company NAUMEN having experience of project implementation for retail networks was selected.

Project Progress

Experience of NAUMEN company in the organization of management processes of IT helped to avoid widespread errors and to reduce terms of implementation of the first stage of the project. Taking into account high relevance of the tasks facing the customer, specialists of NAUMEN set, customized and brought the Naumen Service Desk system into trial operation in October, in one and a half months from the moment of start of the project. Further the works on integration with a directory service of Microsoft Active Directory which allowed to import data on users to Naumen Service Desk were carried out. Thanks to integration also remote access in a system for the employees who had an opportunity to monitor accomplishment of requests, to register new requests was provided and to use information from the knowledge base.

Since November 1 the uniform support service covered all branches of the company. All issues of support are resolved through a uniform contact point. In regional branches own support lines which interact with the Moscow support service are created, transferring data on incidents and receiving the methodical and consulting help. The general duration of the first stage of the project was three months.

Project Results

The implemented project allowed the company to automate request processing, coming to IT service from employees. The Naumen Service Desk system provides accounting of requests for failure handling, change of access rights to information systems, the organization of new jobs and so forth. Using a system reconciliation procedure of requests and control of their accomplishment is also automated. The report generator which is built in a system allows to create quickly different types of reports upon the demand of the management. Using reports the percent of accomplishment of requests, distribution of requests by different types of services, etc. is controlled.

Automation of an incident management process increased efficiency of failure handling and reduced a downtime of the equipment. Implementation of process of management of the level of service also allowed to organize control over the implementation of obligations to internal consumers of IT services, to keep account of the provided services on each user and to manage a priority of service of requests depending on service and category of the user.

project perspectives The plans of Tehnosila are expansion of the project: increase in number of users of a system, implementation of processes of inventory and change management.