"The code of Security" transferred vendor support to the Naumen Service Desk platform

2019: Project completion of migration of service of vendor support on the Naumen Service Desk platform

On September 9, 2019 the NAUMEN company reported that it completed the project of migration of service of vendor support of Code of Security company on the Naumen Service Desk platform. Based on the platform the unified digital medium for interaction of technical experts and receivers of services which increased the processing speed of requests in the company by 25% was created.

According to the company, implementation of the Naumen Service Desk platform allowed to create a unified digital medium for interaction of different categories of users: technical support specialists, developers, project managers, partners and clients of vendor. The addresses coming to a support service by e-mail, phone and through a personal account on a self-service portal are quickly processed by specialists of the company thanks to integration of the NAUMEN system with internal IT infrastructure and the system of telephony of vendor.

Solution integration of NAUMEN and version management system of Team Foundation Server (Azure DevOps Server) in which developers of Code of Security work allowed to optimize execution of requests with participation of programmers of the company. The implemented mechanism provides double-sided synchronization of data: all made changes are displayed in both systems and are available both to developers, and specialists of the first support line. Thus, specialists work in the usual systems and see up-to-date data on incidents that allows to accelerate processing of addresses.

Besides, thanks to integration of the platform with a 1C system, specialists of a support service of vendor got data access about the level of provision of services on the license keys which are available for the client on support. According to the service level of the client in a system such criteria as structure of service, time of its availability and terms of processing of a request are reflected that allowed to bring execution of requests into accord with the SLA parameters (Service Level Agreement).

Within the project specialists of NAUMEN automated incident management processes and service requests and also scaled the solution on all process of management of projects, having provided to business divisions a possibility of joint work in the field of project activity.

We replaced the former solution Serena Business Manager with the Russian Naumen Service Desk platform which unlike a foreign analog gives more opportunities for digital conversions and implementation of service approach not only regarding IT, but also beyond his limits. Thanks to a possibility of end-to-end process management, requests in service of vendor support are processed 25% quicker and without loss of quality of processing now. Vladimir Korneychuk, the head of service of vendor support of Code of Security company told

Using the self-service portal implemented in Naumen Service Desk, clients can independently register requests and keep track of their status online. For quality improvement of support of foreign clients of "The code of security" the web portal is localized into English.