"The seventh continent" passed to Service Desk of version 4

The implementation project of the Naumen Service Desk system to the Seventh Continent is implemented in 2009.

2014: Transition to the version of Naumen Service Desk 4

On January 23, 2014 the NAUMEN company announced project completion of migration of Seventh Continent company on the fourth version of Naumen Service Desk.

Project Tasks

The significant increase in amount of automation objects (including processes of support, volumes of services) connected with intensive business development became premises of migration on the new version of the solution.

Support and updating of settings in the former version of a system are difficult and expensive. For process optimization of IT and operation the universal solution providing the centralized acceptance and service of requests of all shops of network on any questions was required.

"We were faced by a task to go from "net" Service Desk to IT towards a single window on all requests in the various directions of interaction with users/shops, – Alexander Pershutov, CIO of Seventh Continent company noted. – The platform with a possibility of expansion of process model allowing to automate not only ITSM processes, but also processes outside IT was for this purpose necessary. At the same time an opportunity to make it independently – was the important requirement to a system. We made the decision on transition to the new version of Naumen Service Desk meeting all our requirements".

Project Results

In a system process of control and accounting of internal instructions for different heads which will allow to increase transparency of work of employees and will improve performing discipline is implemented. Process automation of operation of services became the real instrument of the reasoned communication of IT service with business, as regarding accomplishment of SLA at the level of time response characteristics, and at the level of hiring of necessary number of people. Business in turn had opportunities of control of indicators of work at the expense of the new module of the reporting and dashboards.

Possibilities of a software platform allowed the Russian retailer, along with automation of ITSM processes, to scale service approach on operational divisions and to reduce costs for administration more than by 2.5 times. Using modern tools of the solution a first line support more than 160 shops of retail network is provided today.