The network of hypermarkets OK for quality improvement of work implements the ITSM solution

The Digital Design company completed implementation of OMNITRACKER ITSM Center in IT service of O'KEY group.

Background

A system is intended for quality improvement of processing of addresses of IT users. Users of OMNITRACKER ITSM Center are more than 3000 employees of group in 72 shopping complexes. Now on average in a system about 8000 addresses in a month are processed. The solution is designed to increase quality of the service provided to users by IT service and also to lower the costs connected with idle time of business and critical elements of IT infrastructure.

Project milestones

At the first stage of implementation of the project specialists of Digital Design conducted necessary examination and taking into account its results defined optimal ways of lifecycle of addresses and developed schemes of interaction of users and IT personnel in the course of their processing.

During the second stage the solution based on OMNITRACKER ITSM Center is deployed and configured. It was integrated with the adjacent systems: electronic mail Microsoft Exchange Server system, directory service of the Active Directory, Microsoft System Center Operations Manager (SCOM) and Microsoft System Center Configuration Manager (SCCM). Then experts of IT integrator carried out training of users and IT administrators for work with the solution.

Application of a new system did not change a method of communications, usual for IT users, with IT service by e-mail. However, unlike the applied earlier manual redirection of e-mails, the solution allowed to automate registration, classification and routing of addresses, registration of the course of processing and control of accomplishment of standards and also to provide automatic notifications of users and specialists. In addition for users the web self-service portal on which they can find the answer to the question in the knowledge base was prepared, to leave the address and to check the course of its processing.

Opinion

Michael Dobner, the CEO of OMNINET Russia and CIS noted a pokazatelnost and scale of this project in the Russian market, having called it "guarantee of reliability of the OMNITRACKER software product". "Undoubtedly, management of IT service – the most important component of infrastructure of the large company and the irreplaceable assistant in effective business. Our product OMNITRACKER will allow to obtain "OK" complete, reliable information and most effectively to use it meeting the growing requirements of mature IT processes", - the head emphasized.

"The project in is "OK" interesting that our specialists significantly expanded standard functionality of a system and adapted it to specific requirements of geographically distributed IT service of network of hypermarkets in rather short terms, – Dmitry Tatarinov, the director of the department of the infrastructure solutions Digital Design told. – OMNITRACKER is very flexible solution allowing to adapt practically to any customer requirements. At the same time development of special mechanisms does not require serious time expenditure and considerable resources".

Result

New opportunities are quickly mastered by IT specialists "OK": after the short period of adaptation they exceeded the usual rate of message handling. At the same time in a system significantly bigger information volume for ensuring transparency of work of IT service and quality improvement of management of it gathers now, conditions for the automated filling of the knowledge base and application of standard solutions for quick implementation of addresses are created.

Sergey Kozyr, the director of IT service, O'KEY group, noted: O'KEY is the huge retail network distributed across all Russia. Its effective functioning in many respects depends on quality of the IT service. The project on system implementation of automation of technical support service became the next step of implementation of our IT strategy. First of all, we needed to make work of IT service more transparent and managed. At any time we should have information on that how many arises incidents and whether work with them where our "bottlenecks" whether there are no problems with communications is effective. OMNITRACKER ITSM Center allows to obtain the objective information about a status of management of IT services, provides collecting of statistics and helps to make the right decisions".

Expectations

In the next plans "OK" and Digital Design is planned further increase in level of a maturity of IT. Among the areas of work – processes of management of the service layer, interaction with the external organizations, asset managements. New changes should give new degree of freedom in the choice of internal or external suppliers of different types of IT services.