"East Equipment" automates service of IT support by the solution LANDesk

The Arbyte group and East Equipment company completed the project of automation of service of IT support. A system based on the LANDesk Service Desk software product provided effective management of requests of users in service IT, remote support, automatic inventory and the solution of other tasks.

Solution

According to information of the company contractor, the customer company has complex geographically distributed structure — 25 branches with head office in Novosibirsk and more than 450 employees. In IT department of the company 8 IT specialists who process about 1 thousand addresses to a support service monthly work.

During the project tasks in three main areas are implemented:

• incident management;
• inventory, installation and software updating;
• reporting.

Results

Within automation of an incident management process such subtasks as end-to-end authorization of users from ActiveDirectory, integration with e-mail — automatic creation of requests of the users in a system sent to a uniform mailbox were implemented. Also the process of SLM admitted to the companies was configured. The interface of a workplace of the specialist of a support service visually displays unresolved incidents, incidents which term of the solution approaches or already came to an end within set in SLA company.

The visual editor of process of execution of requests allows to edit if necessary the scheme of process and to configure it under the current needs (which are independently configured by specialists or the coordinator).

At the same time, using the implemented solution now the staff of IT service can quickly obtain information on a status of the computer park of any branch — a configuration, the installed software products, etc. Transparent process about necessary replacements in the park of the computer equipment is built. Also now it is easily possible to make selection of all PC park, meeting any criterion — for example, to check set to software and necessary updates. Besides, process of updating of operating systems of computers of users to the version of Windows 7 is complete. Since evening data of the user remain, the image of the operating system is remotely brought to the farthest branch, and the next working day the user already works with the new updated product.

In turn, report generation about work of service IT allows to see a real picture of work of employees. The received reports are submitted by three types - it is requests which integrate data sampling and allow to browse in details information, for example, grouping of the solved tasks of employees. Reports on open incidents are automatically sent to senior administrators of change and also the coordinator of process. Besides, the so-called "dashboards" available to the head in the system console which allow to look visually at a picture about incidents for different time frames (day, week, month, year) are configured.