Network of department stores of the Avenue (Implementation project of the information system Service Desk)

The project in network of Avenyu department stores included implementations of the information system Service Desk. As a result of project implementation in the company the uniform contact point between a support service and users of IT services was created, accounting and control of execution of requests of users is organized.

The project was executed by specialists of NAUMEN on the basis of the solution Naumen Service Desk.

Project Objectives

With growth of number of shops the complexity of the organization of user support increased, the IT service of the company needed means of accounting of requests and the organization of process of their execution.

Choice of software

For automation of processing of requests of users specialists of Avenue selected the Naumen Service Desk software product which had experience of successful application in IT services of the known retail networks.

Project Progress

Works on system deployment and setup of processes took three months. During this time specialists of NAUMEN company carried out setup of basic functionality Naumen Service Desk, performed works on integration with a directory service of the Active Directory and prepared the scenario of the automated processing of the e-mails coming to a support service. Project Results

After start of a system in operation the staff of Avenyu department stores had an opportunity to address in a support service, sending requests through "personal account" of the user of Naumen Service Desk. Using "personal account" the users who are in different outlets can control far off the course of accomplishment of the requests and confirm elimination of problems. The arriving requests are distributed between the engineers of support who are responsible for their accomplishment.

Process control of processing of requests is constructed on the basis of procedural terms of accomplishment. Terms of accomplishment are automatically appointed depending on service with which the request of the user is connected. In addition to incidents in a system change requests, including requests for the organization of new jobs for users are also processed.