CTC Media changes a management system for IT service

The CTC Media company passed to Serena Service Manager. The integrator in the project is Softmart, the press service of the company reported on October 18, 2012.

Objectives

Need of increase in processing speed of requests and elimination of incidents, active involvement of business in IT processes for an independent formulation of the requirements and control of execution, mobility of jobs of users, effective management of the accumulated knowledge – the tasks facing each large quickly developing successful organization. In this regard CTC Media within strategy implementation of development of IT and support of business divisions was required to increase the level of satisfaction with service quality of IT service significantly.

After the careful research the choice fell on the ITSM solution of Serena company – Serena Service Manager (SSM).

Solution

By the beginning of the project of CTC Media already had a number of the formalized processes of IT management and had the worked directory of IT services and the agreement on the service level (SLA). However, the IT activity automation system used within the last year in the company, objectively did not suit the company neither on functionality, nor on technical potential, nor on the speed of making changes. With respect thereto the decision to pass to the alternative information system of automation of IT service which is completely supporting and implementing advantages of the process approach and allowing to react quickly to user requirements was made.

The project of adaptation of the standard solution SSM, implementation and migration from the previous system was performed by forces of engineers of Softmart company and consisted of several short and capacious iterations, in each of which requirements of CTC Media were consistently implemented and shown. During two calendar months solutions for incident management processes, by knowledge, base of configuration elements, including setup of forms of the user interface, preparation of the list of operational reports, graphic reports of a dashboard of indicators, subsystems of notification and escalation, calculation of metrics and indicators were approved and set up. Separate efforts were directed to setup of a self-service portal of Serena Request Center where the staff of CTC Media, having selected service from the directory, can independently address in IT (or to find the solution in the knowledge base), to control the status of the address according to regulations, to contact to specific contractors, to estimate work of IT service.

Anton Gavrin, head of the department of information and television technologies of CTC Media: "The project was executed in short terms not only thanks to professionalism of employees Softmart, but also because of the advanced system architecture. At a stage of project planning it is difficult to provide all features of implementation therefore some ideas come in the course of testing. Embodiment of such changes in SSM: change of a form, templates and even the course of the process – requires only several minutes. The flexibility of a system just strikes. It is really universal platform for process automation".

At the beginning of August of CTC Media transferred a new system to the test mode, and at the beginning of September - to production operation.