BTC IT Services upgraded a management system for IT services based on OmniTracker

The Omninet company completed the project of upgrade of a control and management system for IT services based on OmniTracker for BTC IT Services GmbH company. Within the project all key processes were developed based on ITIL v3 standards with command center OmniTracker IT services, says Omninet.

BTC IT Services GmbH, the BTC AG subsidiary company which is a part of EWE Group holding is large electricity provider in Germany. Long time of BTC as the complete solution on control and management of providing IT services used the application of HP OpenView ServiceDesk for ITIL processes which ceased to meet the growing requirements of BTC over time. For this reason, in 2009 market research of software for professional management of IT services and also the multistage selection including also direct comparison with HP Service Manager was carried out. Based on a research as future management system for IT services of BTC IT Services GmbH company the product of Omninet — OmniTracker company was selected.

The project of upgrade included the following tasks: accomplishment of complete functional migration of the individual HPs systems; connection of the existing "Information system of IT service" based on which reduction of accomplishment of requests in compliance with client requests is performed; creation of the system processing the resulting requests using change management; integration into own server management tools resource information; integration of an automated system of monitoring of network regarding the unauthorized termination / resumption of work by certain services (Nagios); use of processes of ITIL taking into account specific requirements of BTC.

Within the project all key processes were developed based on ITIL v3 standards with command center OmniTracker IT services and also specific requirements and additions in a management system for measurements are implemented. In the context of unification of processes the previous calendar of changes based on Outlook was replaced with OmniTracker and also the serious individualized changes are made to configuration management and the service levels. In addition to technical work on upgrade, for personnel of BTC IT Services GmbH the training according to the Omninet Process Manager program was provided.

According to Omninet, using the solution on service lifecycle management based on OmniTracker the BTC company at the moment processes over 9 thousand errors a month, 8 thousand changes and 11 thousand work requests, servicing over 4.6 thousand servers, components and applications in more than 900 organizations. BTC is going to continue expansion and upgrade of processes based on the OmniTracker platform. For completion of standardization of mutual service in group, any solutions belonging to other bug tracking systems will be replaced and optimized.

"The project of upgrade of processes of management of IT services for BTC company — one of the largest European companies — is a striking example of success of the product OmniTracker in Europe" — the CEO of Omninet in Russia and the CIS countries Michael Dobner said. According to him, thanks to profitability and simplicity of operation OmniTracker is in demand in the European market, at the same time, the increasing number of the Russian companies addresses OmniTracker for process management today.