InfraManager implemented an ITSM system in TASS News agency

On November 24, 2014 the InfraManager company announces^[1] successful result of implementation of an ITSM system InfraManager in News agency of Russia of TASS.

Choosing a Solution

The choice was stopped on an ITSM system InfraManager which completely corresponded to all selection terms of the Customer. An implementation time became one of the main requirements to the supplier of the solution, the first results from its implementation had to be visible in the fall of 2014.

Project Progress

In the summer of 2014 under the leadership of Mikhail Ivanov, the Technical director of TASS, the project on system implementation of automation of ITSM processes of News agency of Russia which was called was begun:

• Accumulate in itself uniform approaches to the organization of ITSM processes in the company;
• Provide management of the directory of IT services and the quality level of IT services taking into account the developed SLA;
• Provide scalable means for development of IT processes in process of growth of their level of a maturity;
• Provide the built-in mechanisms of integration with external systems of monitoring, information security, management of IT infrastructure and so forth.

Result

Thanks to own implementation methodology of ITSM processes of InfraManager company already by the beginning of August were implemented and started at first in experienced, and then in commercial operation:

• Registration and classification of incidents and service requests by e-mail, phone and via the web portal according to the developed regulations;
• Automatic escalation of addresses on the 2nd and 3rd support lines;
• Informing users on a work flow on addresses and measurement of degree of satisfaction of users;

By the time of start in commercial operation exactly a month later after start of trial operation, in an ITSM system InfraManager more than 1000 requests were registered, and this information allowed to begin work on the analysis and further optimization of IT processes.

The reporting on quantity and time response characteristics of processes, on load distribution under support lines, under contractors, allowed to estimate resource allocation of Technical directorate at once and to define in what direction to move on the way of improvement of IT processes.

Mikhail Ivanov, Technical director of News agency of Russia of TASS: "Speed — the main value of news news agency. We work in the round-the-clock mode, and the slightest idle time can have critical effects. Therefore minimization of terms of service of users and fault recovery became one of flagman tasks in a complex of projects on development of IT in our company. We carried out global work on building of incident management processes and service requests, managements of services and the directory of services taking into account ITIL. And to make breakthrough in reduction of terms of the solution of incidents and accomplishment of service requests, the decision on automation system implementation became an obvious step. We waited from future solution that it not only comprised functionality of a modern ITSM system, supported the processes developed by us, but also was built organically in a complex of the solutions used in the Company with a minimum of human participation. Therefore when choosing a system we paid much attention to existence in it of integration mechanisms. Within the general policy on import substitution, we were glad to find and select the Russian product comprising all required functionality"

Mikhail Ivanov, Technical director of News agency of Russia of TASS: For us it was important to achieve the first results by the fall of 2014. Experience of interaction with different IT service providers and IT solutions forced to expect the shift of the set terms more likely not towards reduction. Cooperation with InfraManager company pleased with punctuality, unusual for modern IT market. All terms as in the project, and in general were strictly observed"

Notes