Passed Acron to the business focused management model of IT based on Naumen Service Desk

On December 6, 2018 the Naumen company reported that producers of mineral fertilizers - the Acron company completed the first stage of the project of transformation of service processes based on the solution Naumen Service Desk. Implementation of the universal Naumen platform provided transition to the business focused management model of IT and transparent interaction in the unified automated environment more than 4000 users.

The project is implemented within the strategy of complex digitalization and digital transformation of the Acron Group. The first stage of implementation of the platform was directed to increase in a maturity of management of IT and a scope by automation of IT processes at the level of all Group.

For December, 2018 in the created system 110 IT specialists work, external contractors are also connected. Users of a system are more than 4000 employees of the company who have an opportunity independently to register the requests through the personal account (web self-service portal), the mobile client which is available in a system and to keep track of the statuses. Processing and distribution of incoming requisitions is provided automatically at the expense of the implemented setup of means of the analysis and structuring data.

"The implementing solution ITSM became a real example of the fact that IT function, irrespective of forms of organizational subordination, should and can work within uniform processes, in a single system is a confident step to the ESM direction (Enterprise Service Management). Within development of the project integration of the ITSM solution with a monitoring system, synchronization with a development environment of corporate information systems, connection of services of business divisions and also implementation of intelligent solutions, in particular, of predictive analytics on incidents is planned. Creation on the basis of a single platform of OTsO will become the final result of the project of transformation Denis Guzanov, Head of Department of IT Acron

In a work progress, Naumen executed independently by specialists Acron with consulting support, processes of IT management of all organizations entering into the Acron Group were unified and regulated. Works on transformation of IT departments of the company are in parallel carried out. Metrics for measurement of indicators of providing IT services in scales of all holding are also implemented.

Regarding transformation of IT processes, including, was tsifrovizovan process of management of change requests which is used within internal tasks (in particular, for requests for completion of a corporate information system of own development). The implemented process is connected with service requests and also with function of the notification of users about the completion scraper. Existence in Naumen Service Desk of an interactive panel (kanban board) provides convenient management of requests and tasks, allowing due to visualization it is easy to trace at what stage there is a task who responsible for implementation, quickly to change an accomplishment priority if necessary.