Scania (Service Desk Itilium)

2014: Implementation of Service Desk "Itilium"

The Russian representative office of the Scania concern automates ITSM using Itilium.

Itilium team consultants with extensive experience in implementing such projects were invited to implement the project. The work was carried out in the Moscow office of Scania in July - August 2014.

The project included the following processes:

• Directory and service level management
• Handling of calls (incidents and service requests)
• work management;
• Service Desk organization.

In parallel with the transition to the new concept of process management of IT services, the project had to solve several typical problems, namely:

• lack of clear rules and instructions for IT employees,
• unclear definition of responsibility and authority within the department, duplication of roles, etc.,
• Lack of reliable and timely information on current case management.

Key project results:

• A mechanism, method and tool have been created to monitor the activities of the IT department in the form of a regulated process model complete with an automation tool.
• Information from Itilium makes it possible to clearly understand who, what, why and how long he is engaged.
• Users received a clear time frame for processing their calls to the IT service, which positively affected the image of the IT department and the establishment of a clear working relationship between business units of the company and employees of the IT department.
• Protecting the budget and justifying the number of IT department employees using ITSM approaches becomes a fairly simple and, above all, fully provided information and statistics procedure.