"The code of Security" automates processes of customer service on the SBM platform

The Code of Security company used the SBM platform (Solutions Business Manager), Micro-Focus for service maintenance process automation. As a result process of registration of requests by users became simpler, there was an opportunity more effectively to estimate work of engineers of technical support, it was succeeded to lower temporary costs.

Requirements of the IT companies to automation systems of processes of service maintenance differ from similar for internal in IT of customer support department of other sectors of business. With each client the agreement on the service level will work, different versions of software and packets of integration can be set, accounting and control of the set of items of equipment set at clients is required and here paid additional services on setup or development of new features on customer requirements quite naturally appear. At the same time whether it be industry or international nobody cancelled the best practices of ITIL and the requirement for certification of processes.

"Thanks to the implemented project it was succeeded to give to external users an opportunity to independently register and close requests, to see all history of addresses. Besides, now users can in the request before its closing estimate product quality, works of the engineer and rendering a technical support service in general. Code of Security could automate not only process of technical support of external users, but also a knowledge management process", - the head of department of technical support of Code of Security company Korneychuk Vladimir told.