Naumen Service Desk provides support of services "Rosgosstrakh of Bank"

At the beginning of 2012 the project on process automation of support of IT services in one of the largest Russian banks – Rosgosstrakh Bank is complete. Possibilities of the new information system Naumen Service Desk provide high-quality management of the IT services provided to employees of the extensive branch network of bank covering 66 regions of Russia today. The project is executed by specialists of bank at consulting support of NAUMEN company.

Now services and financial products of bank are offered clients in all federal districts of Russia: Rosgosstrakh Bank has more than 200 departments located in 66 regions of the country including 236 localities. The customer base makes more than 42,000 legal and over 1 million individuals. Own ATM network contains over 450 terminals across Russia.

The branching of a branch network, a large number of services and volumes of support caused need of transition to a new information system with expanded functionality and support process automation as a former system ceased to meet requirements of bank. Besides, the situation was complicated by impossibility of its scaling.

Having carried out the careful analysis of proposals of suppliers of software products, Rosgosstrakh Bank gave preference to NAUMEN. A large number of projects of implementations in a portfolio of NAUMEN, including, in the largest Banks of Russia and the CIS countries – Moscow Industrial Bank, "Tinkoff. Credit systems", SKB-Bank, Nurbank, Tsesnabank, OtpBank, "International Bank of Azerbaijan", My bank, "JSB Belrosbank, Belgazprombank, Mtbank, etc. – respectively, understanding of specifics of the industry by vendor, became the main selection terms of this supplier.

The product Naumen Service Desk in which the best practices of ITIL are put including templates of processes and the directory of services and also – metrics for measurement of efficiency, allowed specialists of DIT of bank to perform in a short space of time tunings and to bring a system into operation.

During the project basic processes of management of IT – incidents, service requests, tasks and also – advanced queries with non-standard mechanisms and logic of approvals, including requests for providing access to internal systems and for connection to corporate resources were automated. Implementation of these tasks allowed to increase quality of support of services along with security and an exception of manual approval.

The customer and the supplier of the solution gave special attention to preparation of the directory of services. NAUMEN developed with active participation of specialists, the directory has a hierarchical structure. Services are grouped in hierarchy levels, it considerably facilitates registration procedure of a request and minimizes quantity of potential errors at service determination.

One more interesting case which was implemented within the project, – geographical distribution and automatic purpose of tasks depending on the initiator's belonging to branch or geographical department. Thus, the support now distributed is provided not only on level of responsibility for a request, but also for each task in the automatic mode.

Thanks to the flexible instruments of setup which are available in Naumen Service Desk, specialists of Rosgosstrakh Bank could unroll independently the application and configure integration with a directory service of MS of the Active Directory and a personnel system for import of data on organizational structure and users. Besides, transparent authentication of users was configured.

"We are happy with results of works. At each stage of the project specialists of NAUMEN gave us consulting support, penetrating into our requirements. Relying on their experience, methodology and examination we implemented all tasks of the project in the planned terms. Now in a new system more than 200 IT specialists work", – Andrey Bondarev, the deputy director of DIT "RGS Bank" tells about project results

"In the nearest future we are going to automate independently process of management of configurations regarding accounting of the equipment and creation of communications between objects of CMDB. Carry out these a task by own efforts it is quite real as the structure of base of configurations is provided in Naumen Service Desk. Flexible mechanisms of a system will allow to realize rather difficult templates of requests and to automate them, both regarding a route (workflow), and regarding a set of necessary information on each processing stage, – Vadim Kartashev, the head of department of infrastructure of DIT "RGS Bank" says