"The first United Bank" starts production operation of Sevice Desk

The Service Desk system based on DocTrix Platform is put into operation in JSC Pervobank. Implementing solution is carried out by the customer's forces, with assistance of i-Sys company.

Background

The need for automation of processing of appeals to Department of IT of JSC Pervobank is connected with growth of scales of bank and increase in number of users. Last year the bank doubled regional network due to opening of new operational offices in 9 cities of Russia. The main requirement which was imposed at a stage of the choice of a system – a possibility of modification of Service Desk together with change of internal procedures of bank. From the solution the flexibility and adaptivity to changes by internal forces, without involvement of developers or integrators was required. After the analysis of offers, Pervobank made the choice for benefit of the DocTrix platform.

Solution and expectations

The implemented system will allow bank to perform support more than 700 geographically distributed users according to modern approaches of ITIL.

Parts and opinion

Forces of IT department of Pervobank already implement several processes of document flow.

According to Evgeny Meshcheryakov, the Head of Department of development and the researches i-Sys, originally development for the customer prepared under the solution SharePoint 2007, using opportunities of the products DocTrix 2007 and Nintex Workflow 2007. Specialists of i-Sys configured required business processes, put a system into operation. However after an exit of SharePoint 2010 there was a need for transfer of Service Desk on new, more technological and modern platform. At the same time, considering new opportunities of software products Microsoft SharePoint 2010, Nintex Workflow 2010 and DocTrix Platform 2010, together with the customer the decision to change approach to implementation was made. JSC Pervobank undertook all works on setup of business processes, the company integrator gave active consulting support.