"Business Lines" automated management processes of IT and service maintenance

On April 23, 2018 the NAUMEN company announced project completion on creation of management processes of IT and service maintenance based on the solution Naumen Service Desk in BIA Technologies company for their key client – Delovye Linii Group. The IT command of the company performed tuning and start of the IT system independently in 2 months with expert support of specialists of NAUMEN.

The BIA Technologies company integrator implements projects on business process automation at the enterprises of Delovye Linii Group. ITSM processes are implemented according to requirements of the customer of Delovye Linii Group.

Terminal of Delovye linii Group. Photo: dp.ru

For implementation support program implementation with which the stage of cooperation of NAUMEN and BIA Technologies started specialists of the IT company provide training of employees of the client and consulting support concerning setup of the IT system is given.

The automation scope (in BIA Technologies prepared 11 IT processes with a scaling option on all Delovye Linii Group for parallel start), integration with a set of adjacent IT systems and compression of terms of the project motivated the management of transport company to expansion of the scheme of cooperation with NAUMEN.

For preserving of a possibility of quick start all IT processes planned for implementation were separated into groups on degree of their criticality. The first in queue on implementation incident management processes, appeared service requests, requests for access and also change managements and knowledge.

Distribution of areas of responsibility created conditions for harmonious and fast work of IT specialists. Development of process documentation and recommendations about automation was executed by consultants of NAUMEN, and preparation of solutions on architecture, development of scripting logic, to the mechanism of integration and an application tuning – specialists experts of ITSM BIA Technologies.

In addition carried out IT inspection allowed consultants of NAUMEN to develop a complex system concept of management of IT and service maintenance taking into account all requirements of transport company.

Besides, during the project the mechanism of the distributed support in the IT system on the basis of the existing business rules is constructed, the mechanism of management of dresses for works is finished, the change management process using ready developments of the client is implemented.

For April, 2018 the design stage of the directory of services is completed, regulations of processes are developed. The technical concept which contains the main recommendations about settings from consultants of NAUMEN is approved by the guide of the client.

"Ahead – the final stage of setup, trial operation and start in commercial operation. Besides, the change management process is already implemented therefore we are ready to scale the IT system, connecting other processes, priority for us". Yury Yanushko, head of department of maintenance of IT of Delovye linii Group

Further works on development of the IT system will be connected with expansion of a process scope: specialists from BIA Technologies started the Naumen Service Desk setup regarding adaptation of incident management processes, service requests, requests for access and knowledge managements.