The largest world ITSM project of HP is implemented in Russia

The American company HP and the Russian integrator Digital Design at the end of June, 2012 announced end of the five-year project on system implementation of management of HP of Service Manager of IT processes in JSC Russian Railways. The project was carried out within global optimization of IT infrastructure of the company.

The CEO of HP in Russia Alexander Mikoyan reported to TAdviser that implementation of ITSM in the Russian Railway is the world's largest project on sale of HP Service Manager. "Now in Russia we have in work several projects, similar on scale. I cannot call their quantity, but them precisely at least three", - Mikoyan told TAdviser.

JSC "Russian Railways", the Russian state railway company, works at the roads with a total length over 86 thousand km located in 9 time zones and annually about 1 billion passengers and 1.2 billion tons of loads transport. Being the second in value railway system in the world after the USA, JSC "Russian Railways" is also one of the largest companies in the world with the state about 1 million human. Within the comprehensive program of reforming of structure of the Russian railway transport, the company needed advanced IT systems and processes to provide successful achievement of business objectives.

Expenses

As the director of the Russian Railway of information technologies Alexey Illarionov noted, the main investments into the project were performed in 2006-2009. "In the last two years implementation we almost spent nothing. And at the beginning, about $2.5-3 million dollars invested", - he told.

According to Illarionov, initially under the project the budget was not selected – implementation took place within the general optimization of all IT infrastructure and at the expense of the saved means.

Effect of implementation

Implementation of ITSM allowed the Russian Railway to increase labor productivity in the central computer system by 36%. "At the same time the number of personnel has a downward tendency, and loading grows", - Illarionov told. On project completion the total number of users of a system grew by 43%, and amount of works on operation – for 34%.

In only five years 10 processes in the territory from Kaliningrad to Sakhalin were implemented. More than 11 thousand IT employees of GVTs – Russian Railway branch of JSC and key IT contractors use the system of HP Service Manager. About 250 thousand employees of the company apply a system to daily interaction with IT.

According to the results of the project in Major computer center (the Russian Railway branch which is engaged in IT support of the company) the division of ITSM consisting of 10 specialists is created. Everything, according to Alexander Mikoyan, on implementation about 30 people paritetno from each of the parties were involved.

The quality and volumes of the IT services provided to divisions of the Russian Railway is fixed in regulations of providing IT services (Agreements on the service layer, SLA) now, and process of their conclusion became the standard procedure. The solution on the Service Manager HP platform allowed to automate processing of all incidents, requests, changes and works which are carried out in IT infrastructure of the Russian Railway thanks to what the efficiency of work of IT specialists increased.

On the level of a maturity of management processes of IT of the Russian Railway achieved results of the best companies provided in analytical base CobiT online.

Project History

Digital Desing became the general contractor in projects on upgrade of some IT systems of the Russian Railway in 2006, having won this right on tender. After the careful analysis both the customer's IT infrastructure, and systems in the market, as the partner in implementation of ITSM HP was involved.

After all preparatory and training works in 2010 the pilot was started, and in 2011 - reengineering of processes was carried out and migration on HP Service Manager is performed.

As TAdviser the CEO of Digital Design Andrey Fedorov was recognized, earlier in a portfolio of the company there were no so large-scale projects on consulting and further implementation and for the Russian Railway it there was the first experience of installation of similar solutions too.

Alexey Illarionov noted that with implementation of ITSM process of optimization and upgrade of infrastructure of the Russian Railway does not come to an end, and they will continue cooperation with HP and Digital Design in other projects. He refused refining of details.

The tightened terms

The head of department of management of IT infrastructure, "Sitronics Information Technologies" (in Russia) Egor Enin considers implementation of ITSM from HP rather status, than commercial project: "A main objective of such implementations is implementation of chance "be fixed" at the customer, strengthen and develop examination of the specialists (5 years of implementation, certainly, very much promoted this purpose), to raise prestige of the company and a specific product".

However, as Enin considers, the project dragged on a little: "Five years on implementation of the ITSM platform, even for such huge company as the Russian Railway, after all quite long term. It is possible to assume that during this time the customer could change more than once the requirements to a system probably changed also limits of the project".

"In our practice the most large-scale implementation of ITSM was implemented in retail network MTS, - he says. - Implementation of "pilot" took no more than one month then industrial start of a system more than in 2,000 own salons MTS across all Russia was made. In total within the project the ITSM platform is implemented more than in 3,000 MTS cellular shops. In general the project lasted less than a year".

Ilya Shutov who cited as an example implementation of a centralized system of support for 12 thousand users of corporate IT services for ANC Bashneft, and automation of activity of technical support service of JSC Dalsvyaz agrees with the colleague also the head of department of solutions of OSS/ITSM of department of application solutions of Technoserv integrator. Each of projects lasted much less five years.