Lenpoligrafmash automated dispatching service using "1C:ITIL CORP"

On March 28, 2018 the Lenpoligrafmash holding announced automation of uniform dispatching service using the "1C:ITIL Information Technology Management of the CORP Enterprise" system. A system provided operational acceptance and processing of requests for repair of the equipment and the technical systems from resident tenants and 150 own divisions.

"Both industrial enterprises, and business centers which provide services to residents (tenants) are a part of our holding. For us the question of collecting and structurization of requests for repairs of the equipment and the technical systems from spheres of administrative providing, construction and power from all our divisions and the resident organizations is extremely important". Kirill Soloveychik, CEO of LENPOLIGRAFMASH holding

Workshop of Lenpoligrafmash holding

To increase efficiency of the enterprise and to reduce duration of idle times because of breakdowns of the equipment and production equipment, it was required to optimize work of uniform dispatching offices — to accelerate response to requests of services "LENPOLIGRAFMASHA" and residents (tenants) and to reduce time for accomplishment of requests.

For management and accounting in "LENPOLIGRAFMASHE" solutions on the 1C:Enterprise 8 platform therefore for automation of dispatching services of holding the 1C:ITIL CORP system was selected are used. The 1C-Rarus company became the partner in implementation.

A system provides effective management of uniform dispatching offices that allows to organize high-quality and first-line support of technical aspect of work of holding.

Using the implemented system employees accept hundreds of requests a month, each request is fixed in uniform base and quickly transferred to execution on in advance configured route-process. Terms of accomplishment of requests are reduced by 50%.

Acceleration of accomplishment of requests for repair of the various equipment and the technical systems allowed to reduce twice duration of the idle times on production connected with equipment malfunctions. It helps a production division to observe production terms.

The quality of provision of services for resident tenants whose activity also depends on operability of the equipment and the technical systems of all holding is improved.

In the closest plans of holding — implementation of processes of ITIL which can increase efficiency of customer services, creation of the uniform portal with a personal account for each employee and the resident where it will be possible to leave the work request and to check its accomplishment. It is for this purpose going to involve functionality of change management, standard for "1C:ITIL CORP", information security, problems and releases.