"Sberbank insurance" based on Naumen Service Desk transformed processes of service maintenance of users

On October 1, 2018 the Naumen company reported that SK "Sberbank Insurance" completed the project of process automation of management of IT and service maintenance based on the Naumen Service Desk platform. According to the company, implementation of the full-function ITSM platform allowed the insurer to organize effectively in a single system work of IT service and external contractors, to optimize management of service processes and to provide operational service more than 200 users, to increase quality of rendering services to corporate and private clients.

With implementation of Naumen Service Desk in SK "Sberbank Insurance" key management processes of IT are constructed, the multilevel directory of services is created, the order of processing of addresses is regulated in general. Regarding configuration management (CMDB) in a system the base of configuration units which is supported in current status is created.

In the unified automated environment transparent control of observance of parameters of provision of services (SLA), including a response time on the arrived request and its execution is exercised. Existence in the system of an interactive panel provides convenient flow control of tasks: due to visualization it is easy to trace at what stage there is a task who responsible for implementation, quickly to change a priority and priorities of accomplishment.

In the Naumen Service Desk system all IT specialists of our company work, besides, it is gradually connected external contractors. Thus, the full-function platform provided not only unified transparent environment for work, but also provided the effective mechanism of control and accounting of labor costs. At the expense of it it was succeeded to reduce many times time of the solution of the requests which are in an area of responsibility of an internal support service and different external contractors. We receive online reports on the opened, executed, overdue requests. Collecting of statistics in a system allows to carry out the analysis and to improve parameters of provision of services to over 200 users. Dmitry Rozin, project manager of SK "Sberbank Insurance"

One of services is the web self-service portal which is available in Naumen Service Desk. Through it for October, 2018 100% of requests come to IT service of the insurer. Including, requests on incidents, problems, change requests, service are registered.

Possibilities of the universal NAUMEN platform allowed SK "Sberbank Insurance" to automate processes of some business divisions of the company along with processes of IT and to optimize their work, in particular, the security service in a system processes requests for execution of admissions.

According to representatives of the company, it is in the long term going to scale the automation system on other business processes – registration of business trips, the order of documents, services of the courier, maintenance of office and so forth. Regarding IT will be in addition automated a knowledge management process that will provide development of the Knowledge base, and an event management process – integration with a monitoring system will be for this purpose executed.

The project is mostly implemented by the Sberbank Insurance command independently with consulting support of NAUMEN. In 3 months from the moment of start of the project a system was already successfully brought into commercial operation. It became possible not only due to flexibility of the solution, but also, in many respects, thanks to the high level of competence of IT department "Sberbank insurance. Pavel Butyaykin, project manager of implementation of NAUMEN