CIT of the Vologda region upgraded a management system for services based on the solution Naumen

On March 31, 2020 the Naumen company announced that in "The center of information technologies" of the Vologda region (BU WO of CIT) which provides functioning of automated information systems, network infrastructure and electronic ADP equipment of bodies of the executive government and organizations of area subordinated to them, complete system implementation of Naumen Service Desk for integrated management of service processes (ITSM system). The solution NAUMEN allowed to integrate execution and control over rendering IT and adjacent services to bodies of the executive government of area in a single system in CIT of the Vologda region.

Before the project specialists of NAUMEN inspected the current processes of the organization, helped to develop the directory of services and also the necessary regulating documents. During implementation not only management processes of IT were automated: incident management, service requests, functions of accounting of labor costs at execution of requests, the reporting, but also processes beyond the scope of IT. Thus, users send to CIT of the request on different services: from the workplace equipment before providing office transport.

Based on Naumen Service Desk of the request come to a single system from 2.5 thousand staff of bodies of the executive government and organizations of area subordinated to them. Addresses are automatically considered and classified by type, priorities and distributed on executives in charge. In a system 65 IT specialists of BU IN CIT and 17 specialists BU WO "The electronic region" are engaged in execution of requests now.

Mobile application with function of geoservice allows to keep track of location of exit specialists of the Center. The contractor sees the complete information according to the request in mobile application, and can fully work and interact with other specialists in the mobile interface regardless of location.

The possibility of monitoring of work and efficiency evaluation of service of service support of BU IN CIT became one more key benefit of the project. In a system the possibility of obtaining online reports on execution of requests of users is configured.

The mechanism of transfer of the closed request from the contractor for control where the manager performs check of correctness of filling of key fields of a form is also implemented.

Load of CIT of the Vologda region which is engaged in maintenance of information systems of executive power of the area in process of development of electronic services constantly increases. The previous IT system ceased to cope with our volume of work. In a project deliverable with NAUMEN which lasted only six months we regulated and increased transparency of work on service of requests, optimized processes of a support service, — Vladimir Borodin, the associate director of BU IN CIT told

Development of the configuration management database (CMDB) and automation of inventory of the equipment will become the next stage of the project in BU IN CIT, according to V.N. Borodin.

Even more often the organizational changes connected with distribution of service approach go beyond IT departments and transform business processes of the enterprises. NAUMEN actively participates in import substitution and digitalization of state bodies. In particular, in the Center of information technologies of the Vologda region we helped to scale successful experiment on management of IT services based on the solution Naumen Service Desk. Thanks to the maximum flexibility of this product, our customers could integrate all service processes necessary for them in one system, — Dmitry Rubin, the director of the department of IT automation systems and processes of service, NAUMEN noted