Rosenergoatom created a corporate system of service user support of IT services based on Naumen Service Desk

2020: Implementation of Naumen Service Desk

On September 15, 2020 the NAUMEN company announced project completion on creation of a corporate system of management of IT services for JSC Rosenergoatom Concern (an electrical power division of ROSATOM State Corporation), the enterprise of the electrical power industry and the operator of nuclear power plants in Russia. The single system based on the Naumen Service Desk platform provides the automated service user support in a branch network of concern and daily processes 3 thousand requests on 120 services.

File:Росэнергоатом 15092020.jpg

Prior to the beginning of the project Rosenergoatom used the foreign HP solution of Service Manager v.9.3 which any more is not supported by the producer for automation of service IT. Transition to the Russian Naumen Service Desk platform is performed within the solution of a task of import substitution and meets the safety requirements of critical objects of information infrastructure admitted to JSC Rosenergoatom Concern. Migration of significant processes, data array on the closed requests and configuration units (KE) in a system took place in a short time.

In projects on digitalization of concern we give a priority to import-independent solutions which first of all should meet the requirements of functionality, reliability, security and total cost of ownership — Anatoly Prokofiev, the associate director of department of IT project management and integration of JSC Rosenergoatom Concern noted. — An ITSM system from the Russian vendor of NAUMEN with which we work completely meets our requirements. The created solution not only optimizes support, but also gives us opportunities for digital development.

Rosenergoatom automated 1280 jobs and process management of service of 110 thousand components of IT infrastructure of concern. The flexibility of the NAUMEN platform allowed to build in it the existing infrastructure and to provide seamless interaction of co with a directory service, the solution on management of basic data of SAP Master Data Management; systems of accounting of working time, inventory, monitoring of the IT equipment and others.

A set of the built-in reports on the automated processes which form on demand at any time is provided in the created system of technical support of users. Ten reports are created at migration from the previous solution for reporting under the agreement with the internal IT contractor of concern — JSC Consyst-OC.

Within the project in Rosenergoatom additional processes for the organization of accounting of IT assets, creation and control of resource and service model, object management of service and implementation of changes were also implemented. Besides, the self-service portal for users of IT services which contains the flexible, expanded knowledge base for employees and also up-to-date data about the status of processing of requests, information on scheduled works or unavailability of corporate services was created. Requests come to a support service not only via the portal, but by phone and e-mail.

Our product Naumen Service Desk is capable not only to increase efficiency of the enterprises, including a nuclear power complex, but also completely meets safety requirements to objects of critical information infrastructure — Dmitry Rubin, the director of the department of IT automation systems and processes of service, NAUMEN reported. — Experiment of Rosenergoatom Concern on creation of a single corporate service system based on 100% of the Russian solution can be useful to other enterprises of the industry in implementation of digital transformation.