"KAMAZ" agreed about expert support of IT infrastructure

On July 14, 2014 the Softline company announced project completion on user support system implementation on the Microsoft System Center Service Manager 2012 platform in KAMAZ Group.

Project Tasks

For July 14, 2014 more than 150 technical employees of the Center of information and communication technologies (TsIKT) which specialists are separated on departments and the directions of service are engaged in support of several thousand users of the company. TsIKT process more than 200 thousand requests from users in a year. Earlier for submission of requests in IT service the Help Desk system to which a claim was made was used. In particular, from IT departments:

• complexity of consolidation of information from different platforms,
• separation of methods of receipt of requests (for example, a part of requests arrived through Help Desk, other part - by means of memos, the others - through dispatching service),
• there was no separation of requests on types.

Besides, there was no integration into the database of configuration units of SCCM. The management expressed discontent to lack of the knowledge base and the reporting under execution of requests by service TsIKT.

For process optimization and reduction of IT to uniform model, the management KAMAZ made the decision to reorganize processing of requests of users. As in infrastructure of the customer work SCOM and SCCM, as the platform for the Service Desk system selected Microsoft System Center Service Manager 2012, integrated with products of the System Center family.

Project implementation the customer charged Softline companies. Additional benefit when choosing the IT partner - presence at Softline of office in Kazan.

Project Progress

The first stage specialists of department of solutions of Microsoft of Softline company analyzing IT infrastructure of KAMAZ, the Help Desk system and the operating business processes, together with the customer developed technical specifications on user support system implementation based on Service Manager. In the final document wishes of 30 representatives of different divisions of Group are considered. As that:

• for optimization of activity of TsIKT additional opportunities of automation are defined -
  • creation of accounts,
  • creation of flexible reporting system for management of load of the IT departments responsible for support,
  • fixation of incidents in a binding to configuration units.

The business directory - the list from 150 types of the IT services executed by TsIKT for users is in addition made and visualized. Regulations of incident management and service requests, the directory of services, role instructions of IT personnel are developed.

After approval of all documents engineers of Softline together with the customer started implementing solution. At a design stage on six servers unrolled Service Manager 2012 then integration of software with monitoring systems of SCOM and control of SCCM workstations is carried out, necessary settings are made:

• the business directory is unrolled,
• all IT services entering it are reflected in the portal,
• necessary reports are written.

The final stage of the project provides training of IT specialists of the customer in work with the SCSM system and acquaintance with new regulations and role instructions.

Project Results

The created support system of users covered all organizational divisions of KAMAZ that allows to get through a uniform panel access to the necessary information on incidents, requests for service and resources. Implementation of SCSM helped to increase quality of request processing of users. Besides, thanks to reporting system process of providing management information and development of suggestions for improvement of quality of IT services became simpler.

Ruslan Altynov, the manager of projects of TsIKT JSC KAMAZ, noted: "The project covered the most important processes in terms of IT: it is work with incidents and service requests. Implementation of Service Manager allowed to bring management of IT services of TsIKT to new level. IT management of KAMAZ pays much attention to implementation of the principles of approach of ITIL. SCSM opens for us the road for implementation of the subsequent processes, such as management of configuration units, problems, changes and releases".

Artem Golovaty, the director of the center of information and communication technologies of JSC KAMAZ, emphasized: "For the large company it is important to have accurately built processes on providing IT services. Within new strategy for quality improvement of service of users KAMAZ is guided by the recommendations of ITIL, the best Russian practices and adapts them to itself. Therefore the decision to optimize all support system and to build it based on Microsoft System Center Service Manager 2012 was made. We are going to scale the created solution. Implementing the systems of similar level, we aim to make activity of the Center of information and communication technologies KAMAZ of the most informative".

Vitaly Popov, the head of group of infrastructure projects of department of solutions of Microsoft of Softline company, told: "For the solution of project tasks the unique developments concerning the organization of support lines and coordinators, the reporting, the visualized directory of business services at the same time were used features and scales "KAMAZ" were considered. Besides, for the correct use and development of the created system the maximum attention was paid to training of employees".

Project Development

On November 23, 2016 the Softline company announced the agreement on complex expert service of IT infrastructure signed with PJSC KAMAZ.

For quality improvement of processes of operation of IT infrastructure, dynamic development according to requirements of the market, the customer demanded to provide the uniform level of providing IT services to users, timely upgrade of services and made the decision - to connect within incidental technical support for expanded expert service of specialists of external service company.

Advertizing KAMAZ, (2014)

After tender on rendering the corresponding services, as the partner the Softline company is selected.

Specialists of the contractor carried out requirement analysis of the customer to the service level and offered complex service of maintenance of IT infrastructure as a part of which expert technical support with transparent SLA, pro-active services, a possibility of project works and training of IT personnel.

The companies approved the unrolled regulations of interaction of service ServiceDesk Softline and the staff of the Center of information and communication technologies "KAMAZ". Acceptance and request processing are conducted by e-mail, phone, through a self-service portal. Requests are accepted round the clock. The personal manager of service projects controls quality of the provided services and involvement of engineers for permission of incidents, conducting project and scheduled works according to the approved level of service.

According to the agreement the IT company guarantees providing IT services in all branches of the company, upgrade of principal components of infrastructure, training of IT specialists.

At a project team at a permanent basis there are more than 15 experts of Softline. Works are carried out as far off, and on the platform of the customer. Existence of own service centers in more than 30 cities of Russia and also a possibility of operational involvement of specialists of the different directions in the round-the-clock mode, allows to solve addresses of any complexity to the shortest time. The built processes of control allow to execute SLA with guarantee. Addresses to a support service arrive the most different: the expert help within the incident with SQL databases or, for example, the change request of functionality of the internal portal based on SharePoint or optimization of work of Microsoft System Center Configuration Manager. Andrey Teslenko, head of the service project of Softline company

Expert support and upgrade of key services allows the customer to use most effectively IT systems, attracting examination of Softline to development of technical solutions. All this provides uniform approach to providing IT services. Ivan Lashkov, senior sales manager of Softline company

Complex approach to provision of services increases fault tolerance of IT services and reduces costs for implementation and support both the software, and solutions in general. Using colleagues from Softline our employees can focus on improvement of business processes of PJSC KAMAZ, receiving complete technical maintenance. Alexey Lysenko, director of the department of support of IT of PJSC KAMAZ