OmniTracker ITSM Center is implemented in Tekhsnabeksport (the supplier of nuclear products)

The Tekhsnabeksport company, one of the largest suppliers of nuclear products to the world market, minimized business risks from untimely rendering IT services and failures in IT services. Increase in efficiency of IT service of personnel managed to be reached thanks to implementation of the specialized ITSM solution by CROC company.

The implemented solution automatically generates requests for 40 standard IT services. Among them — gaining access to information systems of the customer, installation of new software, increase in volume of a box of e-mail, issue of the IT equipment, providing with mobile communication for the period of the business trip, the organization of video conference and so forth. The number of users of a system — about 600 office employees Tekhsnabeksport, from which about 50 — with the right of approval of requests.

"Our organization is a part of large branched structure Rosatom with the industry service provider centralized by IT service. Earlier, to receive a necessary IT service, our employees filled out forms, approved them in an electronic document management system, unloaded and directed e-mail for registration in the system of the outsourcer. In a month could be several hundred requests. Now all this process is automated in own ITSM system where users are informed on accomplishment of their requests and results of approval which began to be made on average up to two times quicker" — Chernomordin Roman, the Head of the Moscow Department of Information Technology of Tekhsnabeksport company comments.

Project implementation consisted of two stages — inspection of the business processes of the customer which are directly influencing IT service, and implementation of the customized instrument of their automation.

"Inspection of business processes of the customer allowed us to transfer logic of formation and approval of requests for IT service, difficult, but usual for it, to a new system, having only partially transformed some subprocesses. For example, each approving had a deputy on an absence case — diseases, holidays or business trips. Thanks to integration of the implemented solution with an external ITSM-application, the customer can objectively control completion dates of user queries. Technical support of the new tool is found on the party of CROC and performed in mode 24х7" — Ovanesyan Georgy, the head of the Consulting on ITIL/ITSM and Monitoring and Management of IT Infrastructure directions of CROC company tells.

At the heart of the implemented project — the OmniTracker ITSM Center application which is used for the organization of activity of IT services in the largest companies of the world. In Russia among the famous customers — VTB24, SK of ROSNO, MICEX, PONY EXPRESS, Svyaznoy, World Class, AlphaInsurance, O'KEY Group and so forth.