Customers: ROSsvyazsystem Moscow; Information technologies Contractors: Naumen (Naumen consulting) Product: Naumen Service DeskНа базе: Naumen Service Management Platform (NSMP) Project date: 2012/02
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The ROSsvyazsystem company, system integrator and solution provider in information technology field and communication, completed the project on creation of the integrated management system for IT services and monitoring of processes of IT based on the Naumen Service Desk software product. The project is executed by specialists ROSsvyazsystem at consulting support of NAUMEN company, leading Russian developer of software solutions for business and public authorities.
ROSsvyazsystem Ltd specializes in the development area, design, implementation and maintenance of information systems, communication systems and data transmission, software and hardware complexes of different function. Also the company is engaged in delivery and service of office equipment. One of important stages of complex approach in customer service to which the company pays special attention is the stage of service maintenance.
Project implementation was aimed at quality improvement of support of the IT services provided to such key clients as Rosenergoatom Concern. It was going to achieve an effective objective due to ensuring transparent work of customer support, accounting of requests of clients in the single database and monitoring of their execution, formation in the system of reports on the provided services for the subsequent analysis. For this purpose the management ROSsvyazsystem made the decision to implement the effective management tool customer service and to automate the main ITSM processes.
Having carried out the careful analysis of proposals of suppliers of information systems, ROSsvyazsystem stopped the choice on a product of the Russian developer NAUMEN. The product Naumen Service Desk, being the leader in the market of management systems of IT, had high degree of readiness for implementation and start thanks to basic settings and existence in structure of the solution of a set of standard documents, including the guide to setup and administration of a system, regulations of processes, role instructions. It allowed specialists to execute ROSsvyazsystem the project by own efforts. Readiness of vendor to provide consulting services and first technical support at all stages of works that reduced project risks became additional benefit of the offer of NAUMEN.
Yury Fedorovsky, deputy director general of ROSsvyazsystem company: "The methodology, an eksperiza and experience of NAUMEN helped us to implement all project objectives. Use of the Naumen Service Desk system significantly improved work of technical support service, having allowed us to lift customer service to new level. Now all client requests are executed qualitatively and in time, and implementation of the principles of the process approach increased controllability and controllability of provision of services of IT, and, at the same time, allowed to optimize operating costs. Recently we received the certificate of ISO 20000, confirmatory that the system of management of IT services of our company underwent certification on the standard of best practices and conforms to requirements of this standard".
Thanks to the developed integration tools which are available as a part of Naumen Service Desk interaction of a new system with the applications used in ROSsvyazsystem, including e-mail is implemented. For import of data – organizational structures of the company and the customer base – integration with a directory service of Microsoft Active Directory is executed.
As a result of automation of basic ITSM processes – incident managements, the level of service, problems, changes and configurations – the quality of rendering and support of IT services, and, as a result, customer satisfaction of the company increased.
The possibility of obtaining reports on the automated processes allows to analyze origins of failures in work of the provided services and to timely fix incidents and problems.
Automation of technical support service of clients ROSsvyazsystem – one of many projects implemented based on Naumen Service Desk independently by customers. It demonstrates to a maturity of a product of the Russian developer and also reliability of the vendor giving the guaranteed consulting support of the project at all its stages.
The project was implemented in five months. A new system is in a stage of commercial operation now. In the short term ROSsvyazsystem is going to automate other processes of IT and to expand a zone of a process scope.