JSC Korporativnye service systems (KorSys) (Project of automation of Service center of users)

The project of automation of Service center of users in the Belgorod department of JSC Korporativnye servisnye sistemy. As a result of project implementation the enterprise managed to increase quality of IT service of the clients – the power companies of the Belgorod region and also to create premises for replication of the solution in regional departments.

The project was implemented by specialists of NAUMEN company based on the Naumen Service Desk software product.

Project Objectives

In 2007 with opening of new departments in Yaroslavl, Tambov and Kostroma KorSys began restructuring of a management system during which the Service of quality management of service was created. Quality improvement of support of the services rendered by departments KorSys, more effective resource allocation of IT service and ensuring transparency of work of her specialists became the purpose of these changes. For management of the distributed IT service tools for assessment of activity of individual employees and all IT service in general were also required.

Choice of software

For creation of the information management system IT service specialists KorSys selected the Naumen Service Desk software product of the Russian company NAUMEN. A number of factors – flexibility of the solution, the Russian-language interface and ability to integrate with other applications became the basis for such choice.

Project Progress

Within the project in TsOP of the Belgorod department KorSys specialists of NAUMEN performed a complex of works on system implementation. Synchronization with the phonebook based on the Microsoft SQL Server was carried out – data on 4000 partners and 200 employees participating in service of requests were imported to Naumen Service Desk. Thanks to integration with the directory service working at a basis of Microsoft Active Directory data exchange about users and a possibility of authorization in a system without manual entry of the password (single sign-on) became possible. Flexible customizers of processes allowed to implement difficult routes of passing of requests of different types.

Project Results

Using Naumen Service Desk the incident management process was automated. The staff of Service center of users had an opportunity to fix and classify incidents for their postprocessing and providing operational information to the client. Also specialists KorSys had an opportunity to keep account of the supplies necessary for accomplishment of the request, for example, in case of replacement of a cartridge for the printer.

Behind the course of request processing it is controlled using the procedural terms depending on the service level of the client. If an incident was not solved at the scheduled time, its automatic escalation is made. The means of the reporting which are available in Naumen Service Desk allowed heads to estimate efficiency of TsOP. There is an opportunity to build the report on the registered requests on arrival time and also to obtain aggregated data about all registered requests, about work of Naumen Service Desk by employees and services.

Project perspectives

Further KorSys are going to continue cooperation with NAUMEN. It is until the end of the year supposed to put the module of support of services into operation, and during 2009 modules of change management and configuration management will be implemented. With their help in KorSys IT infrastructures of customers will be able to keep account and also to exercise control of the IT equipment of customers. The company intends to replicate the implemented solution on the departments in Tambov, Yaroslavl, Oryol, Kostroma and Kursk.