Why IT-Grad was implemented by ITSM ServiceNow

On December 9, 2015 the IT-GRAD company announced transition to the system of tickets using the product ServiceNow.

Project Tasks

In 2008 IT-GRAD, beginning the activity and selecting the solution for business process automation, met difficulties: it is a little products of this kind in the market. Analyzing solutions, stopped on a system by means of which implemented incident management and problems according to features of the company.

It was used within 8 years and transition to other solution is caused by developments of business and other requirements.

It was required to execute the project of transition within two weeks.

Project Progress

Experience and employee competence of the company helped to perform this work at the scheduled time.

In two weeks they rebuilt all available processes, organized unloading from one system in another and provided training of employees. Questions were, and they are connected first of all with migration of investments what required development of separate scenarios.

Processes always deserve attention. Works are carried out to IT-GRAD on each of them:

• reviewed
  • change management processes,
  • incident management,
  • service requests,
  • monitoring events,
  • services and quality of their rendering,
  • knowledge management processes
  • database of configuration units.

Special attention was paid to change management, having in many respects reviewed stages of planning and approval of changes. In ServiceNow, unlike the automation system of ITSM processes used initially, there is a convenient mechanism of implementation of approvals where it is possible to create any chains, the sequences of approvals, group approvals and systems, individual, applicable to any objects. In the old solution the similar mechanism operated for several processes. Standard mechanisms of approval applied to "custom" processes, newly created.

Project Results

The ServiceNow system unrolled in own infrastructure of the company is available to employees from a web now - solving of tasks became possible, being anywhere, using at the same time any mobile device.

Integrate work of the IT departments and managers keeping contracts, registers of clients, contact persons - one of points, obligatory for accomplishment. For this purpose created integration with CRM and the system of accounting. The mechanisms existing in ServiceNow helped to execute the project according to the specified time frames.

For December 9, 2015 in ServiceNow all most necessary is implemented.