"Reduktor-PM" implemented Service Desk

On March 23, 2017 the InfraManager company announced implementation of Service Desk within replication of a single system of management of IT services in "Aviation a Reducer and Transmission — Perm Motors" company (the reduced name "Reduktor-PM").

JSC Reduktor-PM (2017)

Project Progress

In 20 working days were brought into trial operation:

• The uniform magazine of registration of appeals to all divisions of IT service on 100% of addresses (including incidents, service requests, change requests, requests for consultations);
• A self-service portal for users with a possibility of registration of requests, obtaining information on the status and the history of processing of earlier registered requests;
• The uniform directory of IT services with distribution of areas of responsibility in IT service;
• Automatic control of terms of processing of requests.

Within works on setup of the Service Desk system based on software InfraManager distribution of addresses by the groups responsible for different IT services is completely automated and also the system of the automatic notification on statuses of requests of users, responsible IT employees and IT heads is built.

Modern IT solution InfraManager allows to cope effectively with a large number of the arriving requests (more than 700 requests a month for 12 IT employees providing user support) without staff increase of IT and without formal selection of the 1st support line.

Project Goals and Objectives

The main objective of IT of a command of JSC Reduktor-PM – efficiency: optimization of number of IT service at maintenance of high rates of work.

As a result the IT service JSC Reduktor-PM effectively copes with support and development of IT services of the enterprise for the following numerical indicators:

• Total number of IT employees - 20 people
• The number of users – 800 people
• Quantity of information systems – 40

Not only simplification of control of the current situation was the purpose of creation by the automated Service Desk (the guaranteed delivery of addresses of users to contractors; the guaranteed control of complete amount of works of each of the contractor, without increase in labor costs at support of processes), but also receiving the tool for planning and control of IT processes and IT services.

"So far we could implement only our basic requirements, but we are interested not to be satisfied with what has already been achieved. In 2017 we are going to handle seriously an issue of management of statistics using methodology of the InfraManager Company constructed by the Six Sigma methods. In our plans on the basis of realistic data to create the optimal SLA parameters – not only the achievable, but also conforming to requirements managements of JSC Reduktor-PM. Automation of IT processes on which the speed and quality of processing of addresses of users depends should become the second direction of development of the project: automation of standard service requests (first of all, connected with providing access to different IT resources), change management of IT services, etc. Together with a project team InfraManager we can implement our tasks quicker and more effectively. Their techniques and experience allow to see the broad picture and to construct causes and effect relationships at study and decision making." Sushin Alexander Yakovlevich, deputy managing director for information technologies of JSC Reduktor-PM