OmniTracker ITSM Center in Petter Service

The Russian developer of billing systems for telecom operators of "Petter Service" implemented the solution for process automation of management of IT services of OMNITRACKER ITSM Center of OMNINET company. The OMNITRACKER platform allowed not only to save logic of automation of earlier implemented processes (incident management and service requests, works, changes and configurations, the service layer), but also to expand the scale of their automation.

In a system 40 IT specialists servicing about one thousand employees of "Petter Service" can work at the same time. Use of calendars of employee occupation of information and technology department provided a complete elimination of situations when the urgent address is addressed to the absent specialist.

"The values of a former system were exhausted, expansion of its functionality was extremely difficult, and abilities to integrate with monitoring systems and managements are limited. Therefore when choosing a new information system we were guided as by completeness of the embodiment in it the best experience of management of IT services, and on its flexibility, – Alexander Starodubtsev, the chief of group of automation of Peter-Service Ltd tells. – Results of implementation of OMNITRACKER ITSM Center met our expectations: the solution really increased efficiency of ITSM processes and promoted growth of quality of providing IT services". According to surveys conducted by information and technical department of "Petter Service" among users of IT services, the new Service Desk system is estimated as much more convenient.

"The management system for IT services – one of important elements of effective work for "Petter Service", and using our product the company could solve the delivered business challenges, – Michael Dobner, the CEO of OMNINET in Russia and the CIS notes. – The efficiency of the OMNITRACKER ITSM Center application was already confirmed by such known companies as AlphaInsurance, "OK" and Yandex.Money that speaks about reliability of the solution and trust of customers to us as to vendor. Thanks to scalability and flexibility, the OMNITRACKER platform can be used for implementation of processes of ITSM in IT structures of the most different scale: from internal IT department of the small company to large-scale international concern. Characteristics of the platform allow to optimize the solution under each client, irrespective of specifics of his business".

The OMNITRACKER ITSM Center platform set in "Petter Service" is integrated with Microsoft System Center Operations Manager (MS SCOM), Microsoft System Center Configuration Manager (MS SCCM) and a corporate portal based on Microsoft Office SharePoint Server (MOSS).

The project team of "Petter Service" performed implementing solution with assistance of Digital Design company. For more effective functioning of IT infrastructure of "Petter Service" together with Digital Design automated the additional processes considering specifics of business of the customer. Event Management, for example, allows to receive data on failures from MS SCOM then OMNITRACKER analyzes an event and registers an incident, notifying the affected users. Management of releases (Release Management) automates internal projects on deployment and upgrade of information systems. Based on integration management of requests works with MS SCCM thanks to what the client can leave the request for installation of necessary software on the portal of the company and after approval of a request the selected software product will be automatically installed on the computer.

On the basis of a change management process the business logic of automation of all activity of IT service "Petter Service" extended. As a result at the expense of an accurate binding of set of the agreeing persons to category of a request and opportunity to perform approval by e-mail the speed of an approval of change requests (Request for Change) significantly grew. In addition in OMNITRACKER the information supplement Service Today in which the IT specialist sees all tasks for the present day is developed. Also in a new system maintaining history of processing of addresses is expanded and more flexible rules of management of notifications are created.

"Implement OMNITRACKER, a product, new to us, it was simpler, than the systems of a similar class. The project team from three people in extremely short time implemented more than ten interconnected business processes in a new system. It was promoted by very high customizability of a product, rich functionality of deliverable templates and detailed documentation to a system", – Ivan Zhigalov, the senior administrator ACSE (automated control system for the enterprise) of Peter-Service Ltd shares.

Thanks to flexibility of OMNITRACKER, about 80% of tasks which are carried out by the manager of a change management process are automated, its time expenditure is five times reduced by management of change requests and also the efficiency of other business processes implemented in the company is increased. The average time spent by specialists of IT department of "Petter Service" for the approval of the change request (RFC) on consulting council for changes (CAB) was reduced from five to two working days.

As a result of project implementation performance of work of engineers of information and technical department of Petter Service company considerably increased, the speed of an approval of change requests (Request For Change) grew and the efficiency of processing of standard requests increased. The number of violations of SLA (Service Level Agreement) on a response time on incidents of users was reduced approximately by 15%. Thanks to implementation of functionality of Knowledge Base, it was succeeded to increase a share of the addresses solved at the first level from 15% to 40%. Easy and rapid implementation of new opportunities provided economy of labor costs on support and development of an information system.

"Now the product OMNITRACKER ITSM Center exceeds the similar systems on functionality and scalability. The open development environment gives opportunities for adaptation of a product to features of the customer and gives expanded analytics, – Dmitry Tatarinov, the director of the department of infrastructure solutions of Digital Design company emphasizes. – The project implemented in "Petter Service" – in the company which is at the high level of an organizational maturity and imposing high requirements to IT platforms became the next confirmation of uniqueness of a product".