Ingosstrakh automates processes of technical support of users

2018: System implementation of management and rendering IT services

On May 17, 2018 the company "Ingosstrakh" announced implementation of the centralized control system and rendering IT services created based on a product ServiceNow. The companies "Technoserv" and "Technoserv Consulting" became contractors of the project.

Before project implementation Ingosstrakh used the system of own development. Due to the expansion and complication of the tasks facing IT department its serious upgrade was required. The decision to migrate on the industrial automation system of management processes of IT was made.

Having made market research, the company stopped the choice on the ServiceNow platform. The producer offers a single platform for automation of lifecycle of IT services, project management, personnel, etc. Its flexibility and convenience in setup and use became the main competitive advantages of the selected system. The customer's administrators independently configure requests, change forms and workflows, without addressing neither vendor, nor integrator.

An ITSM system is intended for internal use, it services more than 5000 employees of Ingosstrakh.

Specialists Technoserv Consulting were responsible for a consulting part of the project which included redesign of management processes of IT, development of specifications on integration, holding seminars on training of use of a system, etc. The command of Technoserv company was responsible for process automation on the ServiceNow platform and solution integration in an IT landscape of insurance company. The implemented ITSM system is placed in a cloud the Technoserv Cloud.

The first stage of the project was implemented in four months. Within the first stage the following works were carried out:

1. the directory of services, processes of management of service requests, incidents, problems, knowledge and the service layer Are designed.
2. the self-service portal giving to an opportunity of convenient search in the directory of services and the knowledge base, registration and approvals of service requests, trackings of a status of IT services Is configured.
3. the designed processes Are automated, configured integration with corporate systems of the customer and also interfaces for effective work of different support lines are configured.
4. measure calculation of efficiency and online monitors of control of work of technical support service Is implemented.

As of May, 2018 within the second queue change management processes and releases are implemented, and capacity management process automation, by projects and tasks is planned further.

"Transition to ServiceNow allowed us to implement ITSM approach to all processes, to increase quality of work of an internal support service, to release resources for conducting development of the main information system which performs support of an insurance activity of the company and also to increase satisfaction of all staff of the company from work of IT department". Alexey Klepikov, vice president for information technologies of Ingosstrakh company

"This project was directed to making service for service of staff of Ingosstrakh own technical support service of higher level: record and control SLA on technical support, always to have access to the status of consideration of each request, have an opportunity to select bottlenecks in support and to redistribute resources. Redesign of management processes of IT allowed to increase quality of technical support and transparency of passing of any request coming to IT". Elena Kozlova, project manager Technoserv Consulting

2017: Audit of IT systems and agreement on the level of IT services

The Technoserv Consulting company carried out in 2017 the analysis of financial losses of Ingosstrakh business divisions from idle time of information systems. A main objective of the "Loss Analysis of Business from Idle Times of Systems (BIA)" project (Business Impact analysis is the analysis of impact on business) is calculation of cost of possible losses of business divisions from idle time of IT systems and also determination of the most critical functions / processes for an optimal company performance and IT systems supporting them.

Main objectives of the project:

• define the list of possible threats of interruption of normal work of business processes;
• analyze and estimate possible losses from idle times of business processes at approach of risks;
• define requirements to availability and necessary speed of recovery of IT systems and the supporting infrastructure;
• define optimum levels of availability of IT services and sign the relevant agreements between DIT and business divisions;
• develop the description of primary process of management of business continuity;
• develop recommendations about risk minimization and idle times.

For the purpose of collecting necessary for information analysis examination of the most critical divisions of the company in terms of idle time was conducted. Information as about business of divisions (the purposes, tasks, processes, IT systems and resources used by divisions in the work), and about effects of interruption of activity of the divisions connected with unavailability of IT services was analyzed.

In addition to carrying out loss analysis of business Technoserv Consulting with a team of staff of insurance company were developed and offered to use of the agreement on the level of SLA service (Service Level Agreement) that in practice allows to standardize regulations of a support and maintenance of systems in a uniform simple format for management of the company, the staff of business divisions and IT service.

As a result the company management received transparent processes of quality control of IT services. Application of SLA allowed to manage risks and to estimate financial expediency of upgrade of information systems and the equipment.

2016: Implementation of a project management methodology

On October 11, 2016 the Technoserv Consulting company announced implementation project completion a project management methodology in SPAO "Ingosstrakh".

The main objective of the project - improvement of a project management system of the customer for accomplishment of its strategy.

In the museum "Ingosstrakh", (2015)

Project Progress

Specialists of Technoserv Consulting company booked audit of a system of the customer, adapted a technique of project management on the basis of the PMBoK standard to business processes of Ingosstrakh, together with representatives of management of strategic projects executed a number of pilot implementations, building reporting system and regular risk management of projects.

Afterwards scaling of tools and methods of management on all strategic projects of the company is executed.

The final stage creates uniform structure of maintaining archives of projects.

Project Results

Technoserv Consulting implemented a project management system in Ingosstrakh insurance company.

Implementation of methodology on the basis of the PMI standards helped us to improve considerably quality of planning and tracking of projects, to be focused on "narrow" places and risks. The next stage we are going to implement the tool for automation of project activity that will qualitatively change approach to projects in the company. Konstantin Voronin, head of project office SPAO "Ingosstrakh"

Creation of a project management methodology for SPAO "Ingosstrakh" is an important stage in practice Technoserv Consulting. Our specialists transferred the practice of project management applied in our company to the customer and quickly enough saw positive results in the form of reduction of project deadlines and obtaining the authentic and uniform reporting. Elena Kozlova, project manager Technoserv Consulting