In Investlesprom Group implementation Itilium is successfully complete

Investlesprom group – the largest in Russia national integrated timber industry structure integrating more than 60 enterprises forest, woodworking, pulp and paper industry and also the enterprises for production of paper packaging. The enterprises of group are located in six regions of Russia – the Republic of Karelia, the Kirov, Vologda, Arkhangelsk, Tomsk regions, Perm Krai, – and also in 11 countries of the world.

At the beginning of 2011 the company management made the decision on implementation of the process approach to management of IT services and initiation of the corresponding project.

A choice of the instrument of automation was made for benefit of the Service Desk "Itilium" system. As approach to implementation the standard work package according to the plan Optimal which quick start of service Service Desk and work within processes of management of the service layer is result, of management of incidents/service requests, problem management was selected.

The company management defined the following project objectives:

• Creation of the tool for effective distribution of IT resources, requirements analysis of users of IT;
• Fall forward of response to addresses of users and incidents, increase in satisfaction of users;
• Possibility of cost determination of support of IT services in divisions of the company;
• Within the project training of employees of the customer in the process approach and a number of processes of ITIL was provided. The company has a number of branches in regions of Russia and abroad, a part of key experts is located in branches. For remote workers training was provided by means of webinars.

Within the project the Directory of Services is created, the regulation of processes is executed:

• Layer management of services;
• Management of incidents/service requests;
• Problem management;
• For all users of the automation system, including service Service Desk the user role instructions are created.

Transition to work with users through a uniform contact point – service Service Desk is executed successfully, thanks to the held preparatory activities.

Investlesprom Group in a positive review notes successful experience with the Itilium Command.