"Volkswagen Group Rus" scales Naumen Service Desk on change management in network IT infrastructure

2020: Scaling of Naumen Service Desk on change management in network IT infrastructure

The Moscow branch "VOLKSWAGEN GROUP Rus" which since 2018 uses the Naumen Service Desk system for automation of IT processes and processing of addresses of dealers and clients continues scaling of the solution on other processes, the change management process in network IT infrastructure became first of which. On June 15, 2020 the Naumen company reported about it.

Based on the solution Naumen Service Desk in the company the unified digital medium for creation of service management model of IT and business processes — an automated system of IT of Service Management Tool (ITSMT) is created. The scope of the processes supported by a system continuously extends. Within the next stage of development of ITSMT in "VOLKSWAGEN GROUP Rus" automated change management regarding network IT infrastructure. The project provided transparent accounting of the arriving change requests and high-quality processing in a unified environment.

The developed process covers the main complex of actions for change management, at the same time being rather transparent and adapted for specifics of separate infrastructure IT services — Alexander Beschetnikov, the project manager, "reported VOLKSWAGEN GROUP Rus". — We consider the main achievement reduction of possible number of incidents and errors which can turn out to be consequence of the made changes in a part of network IT infrastructure.

Leading enterprises of world automotive industry even more often are interested in digitalization of processes of service management that is natural in the conditions of universal penetration of the modern technologies pushing the companies to conversions — Dmitry Rubin, the director of the department of IT automation systems and processes of service of NAUMEN noted. — The project in the Moscow branch 'VOLKSWAGEN GROUP Rus' does not stand still, and systematically develops. The flexible system created by us serves as the reliable base for expansion of borders of digitalization of the enterprise.

At the expense of opportunities of systems on the Naumen Service Desk platform for June 15, 2020 not only effective management of an IT landscape, but also high-quality provision of services is provided to about 350 companies of dealer network in Russia, Kazakhstan and also to clients and internal employees of the Russian division of carmaker. In the NAUMEN system incoming requests by the following brands are serviced: Volkswagens are cars, Volkswagen commercial cars, Skoda and Audi. Thanks to the implemented tool the processing speed of requests, transparency and controllability of processes in different areas considerably grew.

2019: End the second stage of implementation Naumen Service Desk

On August 26, 2019 the Naumen company reported that in the Moscow branch "VOLKSWAGEN GROUP Rus" the second stage of system implementation of process management of IT and service maintenance of Naumen Service Desk which became continuation of implementation of service approach in the company is completed. The project included scaling of an automated system out of limits of IT.

According to the company, thanks to opportunities of Naumen Service Desk the following quality level of provision of services is provided to more than 350 dealer enterprises in Russia and Kazakhstan and to clients of the Russian division of carmaker. In the NAUMEN system incoming requests by the following brands are serviced: Volkswagens are cars, Volkswagen commercial cars, Skoda and Audi.

Based on Naumen Service Desk the single window for the centralized acceptance of addresses from dealers and clients concerning operation of cars and auto parts is created. For this purpose a system is integrated with the websites of the serviced brands and e-mail. Thus, the requests transmitted through a web form of the websites by e-mail and by phone, get to a single system of NAUMEN. Intellectual technologies of a system provide the automated routing of incoming requests in the relevant divisions for further processing by specialists.

In a system information on acceptance and processing of each request is saved. The analytical tools implemented in Naumen Service Desk allow to create quickly reports on processing of requests for the necessary period. The analysis of these reports gives the chance to estimate work of personnel on execution of requests, to control observance of requirements to terms and customer service quality and dealers.

At the first stage of the Naumen Service Desk project it was successfully implemented in IT department of the Moscow branch of carmaker. Based on the solution NAUMEN incident management processes and service requests, the directory of services, level of service were automated. Systems capabilities provide effective management of the IT environment which consists of hundred different systems, including infrastructure and the office software. Project implementation in IT department allowed specialists "VOLKSWAGEN GROUP Rus" to study systems capabilities in practice and to help to adapt it for needs of business.

"VOLKSWAGEN GROUP Rus" is going to scale further the solution Naumen Service Desk on other business divisions: service of logistics, administrative department (AD), etc. On the basis of the complex platform the unified transparent environment for end-to-end management of all service processes will be organized.

For the digital conversions "VOLKSWAGEN GROUP Rus" selected Naumen Service Desk which meets international standards and the best practices of service management. Implementation of a universal and scalable solution allowed to provide quality of support not only internal employees, but geographically distributed dealers and end customers of the company. Dmitry Rubin, the director of the department of IT automation systems and processes of service of NAUMEN company told

2018: Start of a process management system of IT

On October 11, 2018 the Naumen company reported that the Moscow branch VOLKSWAGEN GROUP Rus started a process management system of IT – Naumen Service Desk. Implementation of the solution of the Russian developer NAUMEN considerably increased efficiency and quality of request processing of users in the Russian division of carmaker. Further it is going to use a system for management of business services for the purpose of quality improvement of service of dealers and clients.

The IT environment of the Moscow branch VOLKSWAGEN GROUP Rus covers for October, 2018 more than 100 different systems, including infrastructure and the office software. On implementation of the IT automated control system for processes only 3 months were required. The main IT processes – incident management and service requests, the directory of services, level of service are automated. Using Naumen Service Desk IT services are provided to more than 800 employees of the company, dealer network and partners. Start of this tool considerably increased transparency, efficiency of creation and processing of the arriving requests.

Internal users have an opportunity to control course of execution of requests, tracing a status in "personal account", to participate in approvals, to estimate quality of accomplishment. 15% of addresses arrive through "personal account", at the same time this indicator constantly grows. By estimates, further development of a system will allow to bring a mark to 35-40%. Within the project the directory of services therefore it was succeeded to lower labor costs on processing of addresses was developed and also it is essential to accelerate and simplify learning process of employees of the first line.

The project on creation of the ITSMT system (IT Service Management Tool) based on Naumen Service Desk is implemented taking into account perspectives of scaling and creation of the system focused on work of business divisions in the field of processing of addresses.

The big dealer network (Russia, Kazakhstan) requires maintenance of high quality and efficiency of provision of services. The solution which would allow to organize modern service approach not only regarding IT, but also for processing of addresses from dealers and end customers was required. Naumen Service Desk is going to implement the project on system implementation in the fall of the current 2018. Its implementation will allow to reduce request processing terms, and, thereby, will increase the level of satisfaction of dealers and clients.