At the Soda enterprise the Service Desk system on the platform of the HP solution is implemented

The I-Teco company completed Service Desk system implementation at the JSC Soda enterprise.

In a task

Project objective was streamlining and increase in efficiency of activity of specialists of IT departments at the Soda enterprise for support and providing IT services within incident management processes and changes according to the principles of creation of processes ITIL/ITSM based on the software of NR Service Manager.

Solution

Within the project begun in August, 2011, specialists of department of I-Teco Business Consulting conducted examination of activity of IT departments of Soda, designed incident management processes and changes, implemented the automation system of IT processes.

Details

Technical feature of the solution of automation - integration of a system of HP of Service Manager with an electronic document management system of Directum of the customer that promotes increase in efficiency of reconciliation procedures of the requests arriving from users within a change management process.

Opinion

"Implementation of a software package of NR Service Manager will allow to estimate more objectively quantity and the nature of the tasks which are carried out by IT service of the enterprise that, along with user support process optimization, will give the chance to increase performance and quality of service, – the director of IT department of JSC Bashkhim [considers [Samodurov Mikhail Evgenyevich|Mikhail Samodurovj. – Now in our plans expansion of functionality of a system, distribution of the got positive experience on other enterprises of Bashkirian Chemistry group.