The service Service Desk started support to users "Kazakhoil of Aktobe"

The Kazakhstan oil-extracting company "Kazakhoil of Aktobe" completed the first stage of an implementation project of the information system Naumen Service Desk 4.0 with participation of the supplier of a product and the contractor of the NAUMEN project in partnership with M-Gerts LLP, the press service of the contractor reported on April 9, 2013.

Start

The project is begun in February, 2013. The new solution is deployed within a month, work of service Service Desk is organized and processes of the distributed support of services IT are automated. All requests of users come to a support service through a uniform self-service portal which is the comfortable canal of interaction and is available in mode 24х7. It provides high-quality accounting and control of terms of request processing more than 300 employees of the company, including specialists of remote oil-gas condensate fields "Alibekmola" and "Kozhasay".

Structure

The centralized storage in the system of the complete information about incoming requests, terms of processing and results gives the chance to the management quickly to create and receive statistic reports with any detail level. Using the Naumen Service Desk tool account of labor costs of employees of the external contractor within accomplishment of requests or tasks/dresses by them and also – conformity assessment of the planned costs and actual is also kept. In turn, evident representation in the system of level of loading of employees allows service provider to minimize the risks connected with effects of incorrect appointment of the contractor on an incident, a request or a task, helps to avoid violations of SLA.

"The project is directed to the solution of a range of tasks in the field of quality improvement of provision of services of IT and cost reduction on support of infrastructure facilities, – Bolat Sattybayev, the head of information technology "Kazakhoil of Aktobe" noted. – For this purpose we selected the complete solution of the Russian developer Naumen Service Desk. Possibilities of this tool along with process automation of support allow to create the situational center of monitoring and analytics, a requirement for which we have. For this purpose we are also going to implement Naumen Network Manager and to integrate these two systems".

"Our experience, possibilities of flexible configurations of the software solution and also – a clear understanding by the customer of the requirements, allowed us to complete the first stage of the project successfully, – Jan Kuznetsov, the head of department of implementation of Naumen Service Desk emphasized. – During the next stage in addition to system implementation of multilevel monitoring of infrastructure change management processes, will be automated by service assets and configurations".