JSC SO-TSDU EEC (Implementation project of the NauDoc and Naumen Service Desk system)

Kharkiv Alexey, Head of department of the organization of operational operation of JSC SO UES: "Earlier, when in our company the foreign solution for process automation of IT was used, we constantly faced technical restrictions and, eventually, just ceased to receive necessary result. Therefore the flexibility and a possibility of quick implementation of tasks became the main requirement to a new system. Together with Naumen we transferred the existing processes from the old platform on new and also implemented new processes of technical accounting of IT assets. Now it is possible to sum up the results safely: for 3 years of operation we had no situations in which it would be required to refuse implementation of plans in a type of any restrictions. We completely changed methodology of the organization of works on process automation of IT, having passed development to in-source, and it allowed us to reduce time for implementation of tasks and more effectively to achieve effective objectives. Today in a system 1300 specialists of IT, from them up to 400 people – at the same time work. Together with the staff of SO UES in a system specialists of the contract organizations rendering technical support services and maintenances far off work. In a system account of 55,000 items of equipment is kept, and 200,000 addresses" ^[1] are annually processed ^[2]

• The NauDoc system implementation project in JSC SO-TSDU EEC is implemented in 2005.

• Naumen Service Desk project

The project is executed in 2015 - 2016 within implementation of Policy of information technology development of the System operator till 2018. Unification, increase in control and transparency of accounting and management of IT assets in the company became project objectives, including more than 60 of its branches and representations, increase in efficiency of operational and strategic decisions in the field of IT ensuring primary activity of the company — supervisory control of the Integrated power grid of Russia.

Use of the Russian platform of process automation of information technology management of Naumen Service Desk developed by domestic specialists and protected by the Russian and international licenses became feature of the project. Use of the Russian development completely meets the state requirements in the field of import substitution, provides independence of deliveries of import IT solutions, excludes course risks at a support stage.

Use of Naumen technologies allowed to carry out to the shortest possible time service migration of user support from the American BMC Remedy system used before on the platform, with simultaneous expansion of functionality. In particular, in a system instruments of additional control of timeliness and workmanship of obligations within agreements of technical support of the equipment and information systems are implemented.

Within the project in the System operator the uniform centralized database containing up-to-date information about IT company assets, including virtual environments and machines is created and also the management processes providing maintenance of information on IT assets in current status are implemented. All this allows to reduce labor costs and to increase quality of development planning and renovation of IT of the equipment.

Selection

The instrument of automation was selected from more than ten systems, both domestic, and foreign production.

NAUMEN Service Desk was selected.

Together with NAUMEN 2 projects are carried out:

• Migration of the existing processes of an old system in new, is at the same time centralized by SD DB;
• Implementation of new process of technical accounting of IT assets.

After implementation:

• a system meets the requirements;
• the methodology of the organization of works on process automation of IT is completely changed, transition to in-source development is made that allowed:
• reduce time for implementation because:
• we do not spend time and forces on auxiliary processes (planning of the budget for works, the organization of procurement procedures, a contracted work)
• we do not invent the bicycle, and we reuse the functionality implemented once;
• risks of incomplete compliance to expectations due to use of usual tools and methods of work therefore we do not spend time for study of detailed technical requirements any more are reduced, and almost at once we pass to prototyping and implementation;
• it is more effective to achieve effective objectives - understanding of opportunities of quick implementation and completion of solutions allows us to move small steps, but in the necessary direction.

Notes