"Rico Rus" implemented a management system for service based on "Service Desk Itilium"

On October 9, 2018 the Desnol Soft company announced project implementation in Rico Rus company. Within the project works on creation of Enterprise Service Management System (ESMS), or the corporate system of management of service (CSMS) based on own development Desnol Soft — Service Desk Itilium were performed. The solution on the basis of ITIL v3 library allowed to construct service model under specific business challenges: the scalable system contributing to aggressive business development with a moderate growth of costs and reduction of quantity of errors and manual transactions was created.

Management of printing infrastructure — the business including the maximum quantity a component of IT services, including control of the equipment, incidents, the software, materials, numerous cost items. Having the smallest specific weight in cost items of IT budgets, management of printing infrastructure brings the greatest number of difficulties for Chief information officers through the whole country as in the Russian Federation there is no software allowing to manage all components of this business via the uniform, interconnected interfaces and databases explained in Desnol Soft.

The choice of Service Desk Itilium is pragmatic for branch of the international company in Russia: the system implemented on the widespread 1C Platform is simple in support, integration, maintenance and, if necessary, completion by forces of own programmers. Itilium is integrated with the web portal on 1C-Bitrix, mobile application for engineers, the ERP system of 1C of management of manufacturing plants, warehouse and logistic providers, tools of analytics of BI.

The accounting system of Service Desk Itilium provides to the business customer, contractors and partners transparent and available management of service, management of supplies, management of installation, movement, changes, inventory, management of settings of devices and also management of the reporting of different level. All aspects considered in development of this system allow to scale business on geography, on types of service and also on types of the serviced equipment.

The Head of Department of commercial service "Rico Rus" Alexander Ivanov noted economic effect of implementation and a scaling option of a system:

• reduction of total amount of manual transactions for 52%, on specific sites up to 84%;
• reactive expansion of capacity of service provider after implementation for 400%;
• the number of requests, transactions in a year — 16,000 (a possibility of increase — an unlimited number);
• the serviced equipment — 12,400 units (a possibility of increase — an unlimited number);
• the serviced locations — 2,430 addresses (a possibility of increase — an unlimited number);
• materials — more than 109,000 articles (a possibility of increase — an unlimited number).
• logistic providers — 4 (a possibility of increase — an unlimited number).

For October, 2018 in a system 1,340 users work.

By means of Service Desk Itilium it is possible to collect all statistics about lifecycle of parts and mechanisms, about at what run, at what loading and with what frequency this or that part of the office equipment fails. Having analyzed these data, the company can reduce idle times and achieve almost smooth operation of the equipment of the clients — the marketing and sales director Desnol Soft Sergey Rebrin commented on possibilities of the project.