JSC Severstal-Auto (Implementation project and automation of ITSM processes)

The project in Severstal-Auto company included implementation and automation of the following processes:

• incident management;

• problem management;

• management of works;

• configuration management.

Project implementation allowed to unify management of IT departments on the basis of uniform regulations and to improve interaction with corporate users of IT services.

Project Objectives

At each plant until entry into the structure of Severstal-Auto there was own approach to the organization of work of IT service. For carrying out the general technical policy at all enterprises of the company it was required to develop and enter the uniform regulations managing activity of IT services and their interaction with consumers of services. Support use of regulations and the special information system had to provide control of their execution. Creation and implementation of such system was entrusted the Russian company NAUMEN having experience of implementation of similar projects on the basis of own product Naumen Service Desk.

Project Progress

The project was executed by joint efforts of staff of Severstal-Auto and NAUMEN companies.

At the initial stage of the project specialists of NAUMEN together with the staff of Severstal-Auto conducted detailed examination of the available processes and prepared regulations. Requirements of the approved regulations were recorded in the Naumen Service Desk settings, then data on consumers of IT services were imported to a system. Some functions of a product were finished under project requirements, user training was also provided.

System implementation at the Severstal-Auto enterprises passed step by step: the pilot project at the Zavolzhsky Motor Plant (ZMP) was complete in August, 2006. The got experience was recognized successful that gave the chance to begin the system implementation on UAZ and ZMA which came to the end in December, 2006.

Today the project successfully develops. At the beginning of 2007 within implementation of process of management of configurations works on integration of Naumen Service Desk with a complex of inventory and management of LANDesk were carried out. The implemented integration provides automatic import to Naumen Service Desk of the workstations given about the configurations used in management company and at the plants.

Project Results

Today users of a system are over 600 IT specialists, a system provides support more than 32000 employees of Severstal-Auto.

Project implementation allowed to automate three basic processes in activity of IT services – incident management, problems and works. Processing of the requests coming to IT services from different divisions of the company happens to implementation of Naumen Service Desk on the basis of uniform regulations. The staff of the first support line registers the request, specifying faulty service, the description of a problem and type of the request. Further the request is automatically transferred to profile group of the specialists who are responsible for support of this service. All processing stages of the request up to its solution are considered in a system. In case of non-compliance with procedural terms of elimination of an incident automatic escalation of the request with the notification of the head of IT service is made.

Within process of management of problems the staff of IT services had an opportunity of registration of problems, determinations of their connection with incidents for the subsequent analysis and search of the solution. A system also provides management of planned works and passing of the orders and memos connected with activity of IT departments.

The possibility of preparation of the regular activity reporting of IT services became an important project deliverable. On the basis of the submitted reports the company management is going to create IT budgets of the plants and to manage staff lists of IT services.

Project perspectives

It is going to integrate Naumen Service Desk with the directory service of Microsoft Active Directory unrolled in the company that will allow to import automatically to a system data on users of IT services.