Uralkali will organize Service Desk

On August 19, 2014 it became known of the project of creation of a management system for IT processes of the company and monitoring of IT infrastructure - Service Desk, in Uralkali company.

Project Tasks

Purpose of service - to increase efficiency of rendering services and to simplify interaction of users of corporate network with specialists of affiliated enterprise.

"Course of business processes in the company depends on quality of interaction of the user and a support service, – Pavel Vakhnin, the CIO noted Uralkali. – To improve this interaction, it is decided to upgrade service Help Desk, to create new, more complete and convenient management system for IT processes of the company and monitoring of its IT infrastructure".

It is necessary to automate processes of support and provision of services, it will increase their high-speed performance and quality. The Service Desk system should provide the centralized remote control with IT infrastructure resources.

Project Progress

Beginning implementation, specialists of the IT direction of Uralkali together with contract company "Prime Group" analyzed a situation. Selective interviewing of staff of Uralkali and "Satellite Service" - subsidiary company became method of a research. On the basis of data retrieveds specialists estimated strong and weak points, developed technical specifications on creation of a new system.

Trainings and seminars for key staff of "Satellite Service", directorate on information technologies of Uralkali are complete. Step-by-step execution of the technical project, development of regulating documents and user training is necessary. Upgrade of infrastructure will be in parallel carried out.

"All will benefit from implementation of Service Desk: users, IT specialists and business in general, – Marina Shumkova, the chief specialist on information technology development told. – IT services will become more transparent for users, each employee will have a clear understanding: where whom to address how to formulate requirements that the service was provided qualitatively and in time. It will be possible to submit the application on a corporate portal: select the necessary service from the reference book, click "send", and the request will arrive directly to the contractor".

In a new system it is necessary to create the knowledge base according to the most frequent addresses to a support service which will help users to resolve independently arising problems. Start of a system is planned for summer of 2015.