Carried out by X NET reengineering of processes of a management system for IT services

On February 20, 2017 the Digital Design company announced the final of the project of reengineering of processes and upgrade of the automated control system for IT services in X NET LLP. A technology part of the project relies on functionality of the upgraded system on the Omnitracker ITSM Center platform.

Project Tasks

X NET made the decision on automation of providing IT services for quality improvement and the speed of execution of the addresses arriving from clients and efficiency of the specialists the management.

In April, 2016 entrusted X NET Digital Design the project of reengineering of processes of management of IT services and upgrades of an automated system of Service Desk on the Omnitracker ITSM Center platform.

Action with participation of X NET, (2016)

Project Progress

During the project the Digital Design company executes reengineering of radical processes of management of X NET of IT services, a number of the processes key for the organization of service maintenance is implemented. The new Service Desk system on the OMNITRACKER ITSM Center platform reduced response time by a request of our clients to 40 minutes. Their terms of the solution – were also more than twice reduced to average three hours. Besides, due to reduction of quantity of the subsequent calls and other non-automated procedures the company reduced the volume of working loading of call center by 23%. It led to decrease in the total service costs and to a possibility of expansion of a range of our customers without personnel increase. Anatoly Yakhontov, technical director of X NET

During the project solutions of process level and mechanisms of integration with other information systems are developed and automated.

The model of classification of incidents and server requests is developed: corresponding to SLA categories and beyond contractual commitments that expanded volumes of cooperation with customers. The technology helps to route quicker and more precisely processing of addresses, and integration into the knowledge base considerably increases a share of the addresses solved in terms without transfer by the following level of support.

Algorithms of detection and registration of the incidents and problems arising in the customer's infrastructure are developed, configured. It allowed to reduce a downtime of IT services of the customer after integration of Service Desk with monitoring systems and inventories.

Process of management of problems is upgraded — the configured politicians of registration of incidents allowed to implement in addition to manual registration and automatic: at achievement of critical number of the same incidents a system automatically registers a problem. Thereby the quality management process of IT services is optimized.

Upgrade of control block tasks increased routing accuracy at purpose of works and their coordination, both within contract contracts, and out of the regulated processes. The special control algorithm is developed by a job queue which automatically appoints the following task taking into account all factors influencing execution of works in the set terms including taking into account the flowing and planned loading of specialists, their specialization and the work calendar. For convenience of control of queue — especially for exit employees, the adapted mobile version of the web system interface is developed.

In tasks account of the material consumption by the reference book of the nomenclature synchronized with the system of accounting that simplifies inventory management and control over their expenditure is kept. Automatic calculation of runtime of tasks taking into account data of the personal calendar of the contractor is provided, the objective picture of labor costs of the specialist forms.

The module of management of the directory and the service layers covers the list and parameters of service and contract contracts, giving a grouping opportunity on the customer and the period. It facilitates control of commercial customer interaction. The functionality of management of politicians of approvals allows to automate individual model of approval of addresses of users of different categories for each client.

The functionality of e-mail ensuring access to the history of correspondence according to addresses, tasks, problems and other objects of a system is expanded. Process of continuous monitoring of quality of the provided services by means of collecting, accounting and estimates of applicants about quality of accomplishment of their addresses is automated.

Digital Design paid attention to automation of calculation of key performance indicators which allowed to estimate quality of providing IT services objectively. On the basis of the formulated KPI more than ten reports allowing to browse in real time analytical and the consolidated data on different aspects of activity of X NET are developed.

Project Results

Based on project implementation the satisfaction and dedication of staff of the company increased. Thanks to the fact that the transparent system of key performance indicators of personnel was built each employee can estimate the level of the efficiency at any moment and see what indicators need to be tightened for its increase. It led to quality improvement of work of employees and performance improvement of work of all command. Igor Malyshkin, head of a support service of X NET

Our company develops 25 years and implements different products, systems and technologies, renders ITSM services for the solution of a wide range of tasks of customers. The project implemented for X NET company provided effective management of addresses of users, their operational, convenient and transparent processing in the unified information system meeting modern safety requirements, ergonomics and an industrial art. Vadim Romin, project manager from outside Digital Design