"Helicopters of Russia" implemented the project of creation of the centralized control system of IT services

Creation of the IT centralized control system serviami in JSC Vertolety Rossii
The first stage - January-August, 2016

JSC Vertolety Rossii (2016)

Project Goals and Objectives

Giving of controllability to basic processes of operation and development of IT services and creation of uniform end-to-end processes on rendering IT services for the benefit of all Holding "Helicopters of Russia" on the basis of uniform methodology and, as a result, a uniform ITSM system became a main goal of this project.

An opportunity to support as internal IT services of each of the enterprises of holding, and the centralized IT services by the general rules using the general regulations of management of IT processes became the key requirement to a system. That organizational changes gave maximum effect, the way of their step-by-step implementation was selected, having begun with management company of Holding. and, in fact, from development of the corporate prototype which is offered the enterprises of Holding after implementation in JSC Vertolety Rossii as the platform for creation of own systems. After adaptation of a prototype to specifics of the enterprise, the solution is implemented in operation on the enterprises of holding containing, at the same time, as initially implemented centralized IT services, and unique settings of automation of internal services IT of each enterprise.

As the ITSM solution a system InfraManager was selected, the contractor selects developer company InfraManager.

Project Progress

The first stage which scope included automation of an internal support service and automation of process of accounting of IT assets in Management company is executed during the period from January to August, 2016.

Numerical indicators of project scope:

• The number of users of Management company - 620 people
• The number of IT of the employees occupied in user support and management of IT assets in Management company – 12 people

Project Results

As a result of the first stage of the project, by joint efforts of the working group from JSC Vertolety Rossii and a team of the contractor - InfraManager companies were implemented in full:

• Uniform self-service portal for the staff of JSC Vertolety Rossii concerning operation and development of IT services
• The uniform directory of the centralized IT services of holding and local IT services of JSC Vertolety Rossii
• The automated incident management process and service requests:
• Automatic escalation of incidents and requests on the working groups of IT employees in compliance with areas of responsibility
• Control of procedural terms on the current SLA (depending on criticality of the address, the author of addresses, etc.)
• Automation of filling of standard forms for the most critical standard requests (the request a new workplace; request for the organization of a video conferencing; purchasing inquiry of IT assets; acceptance of the equipment at dismissal of the user).
• The reporting for control of loading of IT department in general and each IT specialist separately
• The reporting for quality management of IT services
• The single database of IT assets (on user and office equipment)
• The automated process of accounting of IT assets regarding control of the user equipment:
• Process scope – from registration before write-off
• Combination with accounting (on the basis of accession / nomenclature numbers)
• Reporting on distribution of IT assets under business divisions
• Complete documentation package for further support of a system

"For me as head of Directorate of information technologies, need of the centralized work with information at the solution of IT tasks at the enterprises of holding is obvious. The lack of a uniform ITSM system slows down decision making at the corporate level and complicates communications between the enterprises. I needed the tool which would become a uniform desktop for the solution of the general questions at the level of IT services of the enterprises. So far – on the centralized IT services. Further, I am sure, the enterprises will come to understanding of convenience from use of identical tools not only for the centralized services, but also for management of internal processes". Nosov Mikhail Yuryevich, CIO of JSC Vertolety Rossii

Project Development

The second stage – a stage of replication worked the practician of management of basic IT processes on all enterprises of Holding.

Works in this direction are started in September, 2016, right after the termination of the first stage. The "Aviation a Reducer and Transmission — Perm Motors" company (the reduced name "Reduktor-PM") became the first enterprise which began to implement at itself the worked control techniques IT services in general and the addresses of users in particular.