The project of integration of process management ServiceDesk and IT assets at the International Airport of Almaty

In addition to the solution of the operational tasks connected with setting and control of key IT processes and management of IT personnel, of course, we need to have the idea of area of responsibility of UIT approved with business management. Have reliable data about the current quality of work and allocation of costs on IT services (on the basis of statistics on incidents, problems and requests for services; reporting on use of IT assets). It would allow to approve more simply and quicker the IT budget. It is impossible without implementation of the uniform directory of IT services, without consideration of IT activity, asset management through a prism of service approach. As it was made within the project in the shortest possible time, having laid the necessary foundation for the further movement in the selected direction. Espayev Galymzhan Amangaliyevich, head of department of information technologies of JSC MAA

The main objective of the project was implementation of a basis for improvement of IT processes and effective objectives were achieved in record time:

Support service:

• The uniform contact point for users with three receive channels of addresses is implemented: Web (self-service portal), Email, Phone
• Feedback for users is automated: the automatic notification by email about all key changes of the statuses of processing of addresses is provided.
• Mechanisms of automatic detection of contractors depending on the users of IT services affected by addresses are implemented

Management of IT processes:

• Basic processes of operation are automated:
  • Incident management
  • Management of service requests
  • Management of change requests of corporate systems

• The uniform directory of IT services is created, areas of responsibility for processing of incidents and service requests on different subjects are formalized
• Statistics about the course of incident management processes, formrutsya automatically by service requests; the volume of the performed works as IT employees; observance of the main procedural terms of processing of requests

Setting and automation of the ITAM procedures:

• The uniform policy of accounting as traditional IT assets (from the user equipment to server and network equipment), and assets regarding communication systems, other automated services of the airport is formalized
• The complete database of assets, with complete property information is created (classification in compliance with accounting policy, identifiers of assets supposedly cost, physical location, dates of purchase and commissioning, property history); degree of relevance of data – about 80%.
• All participants of procedures of asset management are integrated in end-to-end processes: from responsible for material accounting to the engineers who are physically executing transactions with assets.
• Integration of the ITAMc ServiceDesk procedures is made
• The main property transactions are automated: registration; input-output from operation; material consumption; repair and write-off
• Automatically prepared reporting on distribution of IT assets under services, under lifecycle statuses; distribution of the IT budget for target use (on purchase of new assets / on operation of old), on business divisions, on asset types

The project was implemented based on standard recommendations about setting and automation of IT processes of InfraManager company. Due to harmonious work of the working group on the party of the customer and contractor, the project managed to be executed in only three months.