Gazinformservice transformed processes of service management based on the solution Naumen Service Desk

2020: Implementation of Naumen Service Desk

On November 23, 2020 the company Naumen announced completion of implementation Russian ITSM- solutions Naumen Service Desk in "Gazinformservice". Possibilities of this solution provide management IT infrastructure and processes of service maintenance of users in a unified digital medium.

Within the project migration from the foreign system of service support OmniTracker on the Russian solution Naumen Service Desk is executed. Transition to this universal ITSM platform allowed Gazinformservice to increase quality of provision of services to all geographically distributed divisions, branches and representative offices located in the large cities of Russia and the neighboring countries: St. Petersburg, Moscow, Voronezh, Samara, Omsk, Ufa, Bishkek (Kyrgyzstan), Minsk (Belarus) and other cities. Also in a single system requests of external clients among which there are enterprises of the power industry, public authorities and also the organizations of the financial sphere and the telecommunication sector are serviced.

The Russian solution Naumen Service Desk replaced in Gazinformservice former foreign software which ceased to meet the growing business needs — Artem Pyatayev, the chief of the service center of Gazinformservice company told. — An ITSM system from NAUMEN allowed us to create a transparent IT environment of management of services and provided a possibility of digitalization of processes taking into account the changing needs of the company. As a result of use of this tool the processing speed of requests increased by 25%, the quality of rendering services improved.

Flexible opportunities of the solution Naumen Service Desk allowed a command of Gazinformservice to perform works on implementation and migration by own efforts, with the minimum consulting support of NAUMEN. On the basis of the NAUMEN ITSM system the vendor customer support, using products from Gazinformservice is automated. Including, during implementation in short terms basic processes were automated, the business logic and function on reporting for quality control of provision of services are configured.

In the conditions of transition to digital rails there are more and more large IT companies occupied in information security field, implement a single system of automation of service processes based on Naumen Service Desk which allows to adapt quickly to the changing purposes of the company and helps business to develop effectively — Dmitry Rubin, the director of the department of IT automation systems and processes of service of NAUMEN company noted. — We are glad that use of our solution helped Gazinformservice to transform processes and to improve service user support.