Akrikhin implements a management system and operation of IT services

On October 23, 2013 the InfraManager company announced the project on improvement of IT processes of service and operation of IT services in Akrikhin company.

Project Tasks

In 2012 service IT of Akrikhin company under the leadership of Alexey Terentyev initiated a complex of actions for improvement of IT processes of service and operation of IT services. The foundation for the project was laid by setting of incident management processes and service requests. Fundamental tasks of process optimization became: development of the directory of services and agreements on the quality level of service (SLA) and receiving key performance indicators of process.

Supporting activity, the company made the decision on implementation of a modern complex ITSM system to provide:

• a common information space for work of all IT employees
• possibility of rapid implementation basic practician of the organization of IT processes
• scalable means for development of IT processes in process of growth of their level of a maturity
• abilities to integrate with external systems.

An ITSM system InfraManager is selected.

Project Progress

Alexey Terentyev, Chief information officer of AKRIKHIN company: "In the conditions of a huge flow of daily requests of users when it is necessary to perform work qualitatively and effectively, a task of IT service – to improve instruments of the work. For this purpose it is required to define the directory of services, to implement accurate and clear agreements on the required quality level of services (SLA), to provide high-quality interaction with users in work flow on requests. And in such formulation of the question separate requirements are imposed to the automation system of IT processes. First, all processes should be built from the directory of services. Standardization of works, procedures, forms of requests – all this goes from standardization of the services provided to business. Secondly, the concept of continual improvement assumes involvement of all key staff in change of processes. And here it is important to have a possibility of rapid implementation of changes that and to maintain enthusiasm of participants of process, and quickly to see results of activity. Therefore from the tool automation of IT processes requires an opportunity to quickly make changes to processes at the minimum involvement of software developers. All these features we found InfraManager in a system: a combination of flexibility of setup, scalability of the solution taking into account growth of our requirements and ease of use".

The first stage of the large-scale project is completed. At this stage the Customer needed to organize basic management practice by incidents and service requests with transfer of function of the 1st support line for outsourcing. To solve a problem, by the joint working group of the project from "AKRIKHINA" and InfraManager companies it is executed:

• Formation of the directory of services
• Development of SLA and KPI
• Interaction management with users
• Integration into the Service Desk system of the external contractor (BMC Remedy)

Project Results

Project implementation InfraManager at the first stage implements basic practicians of service approach to management of IT processes – activities for portfolio construction of IT services, standardization of internal procedures of processing of requests are initiated.