Comstar-United Telesystems (Service Desk Itilium)

Comstar-United Telesystems, the operator of the integrated telecommunication services in Russia and the CIS, in August, 2008 announced end of the first stage of system implementation of control automation by IT processes.

Solution and Contractor Selection

The solution "Itilium" (Desnol Soft company) – the Russian solution for management of IT infrastructure of the company (IT Service Management, ITSM) Vneryatsya. The methodology of ITIL (IT Infrastructure Library) representing synthesis of the international experience and being a reference model in the field of management of IT services is the cornerstone of this approach.

Project Progress

Within the project of system deployment Itilium in Comstar-OTS standard settings of a system, trainings for specialists of the company concerning ITSM were provided, skills of practical work in a system are created, regulations of incident management and problems are developed, work of customer service (Service Desk) is organized. Now the Itilium system is implemented for service of users of a full-function ERP system of Oracle E-Business Suite (OEBS) which installation in Comstar-OTS was complete at the beginning of July, 2008.

"System implementation Itilium is logical step in the direction of complex automation of work of our company after implementation of OEBS. Expansion of scales of business is caused by complication of IT infrastructure, and our task – as much as possible to simplify management of it, - the CIO of JSC Comstar-OTS Sabiryan Shambazov told. - According to ideology of ITIL, automation of a number of processes, in particular works of a support service, is a necessary condition for high-quality providing IT services, and the used tactics of proactive control assumes forecasting and the preventive solution of possible problems long before their emergence. Further replication of this practice on other systems and IT services is possible".

Effect from Implementation

The Itilium system allows to optimize work of specialists of IT department of the company, does its work to more "transparent" for users, gives the chance to objectively estimate quality of IT services. The purpose of process automation of problem management and incidents consists in minimization of influence on activity of the company of the failures caused by errors in IT infrastructure by registration, the analysis, classification and warning of repeated emergence of the incidents and problems connected with these errors.