SKB-Bank upgrades the platform of support

The implementation project of the Naumen Service Desk system in SKB-Bank is implemented in 2007.

2013: Transition to upgraded version

On November 19, 2013 the NAUMEN company announced transition SKB-Bank on the new level of process automation of management of IT services by migration on the new Naumen Service Desk platform.

Project Tasks

Need of bank for migration on the new Naumen Service Desk platform is dictated by the needs of fast-growing financial business for the convenient tool having flexible configurations of a working environment and processes and allowing to implement quickly necessary tasks of completion of a system without involvement of vendor.

Project Progress

"We received the tool which is completely meeting our requirements in the order, – Shamshurina Galina|Galina Shamshurina]], the head of support department of users of JSC SKB-Bank noted. – A system became much more flexible that allows to personalize settings of the interface and these any objects taking into account a role model. As a result, the convenience and speed of work not only end users, but also specialists of the second support line whose number constantly grows considerably increased and already approached 450. It should be noted also the reporting module provided to Naumen Service Desk. It allows to obtain any information in necessary cuts, including, in a graphic type. It considerably increases control and controllability processes".

During the project the hierarchical directory of services containing more than 120 values is processed and updated. At the same time, at the expense of the available functionality, the choice of the necessary service for the user considerably became simpler. For import of employees the integration of Naumen Service Desk with the Active Directory MS directory service providing pass-through authentication is executed.

The large volume of works on audit and improvement of ITSM processes is executed: process of management of mass incidents is completely automated, within process of management of problems are updated, taking into account current demands, the procedure of their solution, approvals and requests of the expert opinion taking into account the available types of problems are implemented.

"We together with colleagues from SKB-Bank implemented really big project as in terms of the scope of the migrated data, and on the volume of solvable tasks. Migration allowed not only to book audit and "transfer" of processes – incident management, service requests, problems and also, knowledge management and the directory of services – but also to import more than 500000 requests, 500 problems and all knowledge base, together with history and files. Considering needs of the customer, along with typical settings a number of non-standard tasks was implemented. All this, certainly, increased simplicity and convenience of work in a system", – Dmitry Pavlov, the NAUMEN project manager emphasized.