Taste ABC optimizes Naumen-based IT management system

2020: Migration to an updated version of Naumen Service Desk

The ABC of Taste supermarket chain migrated to an updated version of Naumen Service Desk and scaled the solution to new processes, including legal and administrative services, procurement, goods movement, as well as the quality department. This was reported on February 18, 2021 by Naumen. Modernization of the system will allow retail to improve the quality of IT management and service processes.

"In order to provide quality support to the business in the face of rapid growth and diversification, it was important for us to optimize back office management. To solve this problem, we turned to colleagues from Naumen, who over the years of joint work have proven themselves on the best side, "said Dmitry Reutsky, head of the technical support department of ABC Taste.

As a result of the project, the company upgraded the service catalog and created a self-service portal for customers, which is presented in the corporate Service Desk system on the Naumen platform. Taste ABC employees can send support requests for 190 IT infrastructure objects and 500 different services related to IT processes, as well as the activities of lawyers, the procurement service, AHO and marketing of the company.

500 ABC of Taste specialists are connected to Naumen Service Desk, providing services to 13 thousand employees of the company. On average, 800 applications per day are received through the self-service portal. One of the important tasks of the project was to reduce the load on the first line of support, for this Naumen specialists developed the built-in application "Showcase of Services" - a service search tool for quickly classifying a request when registering through the user's personal account.

The retailer's developers and contractors, who work at JIRA, now process the requests coming from Naumen Service Desk directly in the system interface. Integration has allowed you to optimize the processing time of requests, the labor of employees and the licensing load on both systems.

"As part of the project, the ABC processes have introduced the best automation practices, based on the many years of experience of projects based on Naumen Service Desk. It is worth noting that the modernization of the system affected not only IT, but also many other service processes, which will positively affect the effectiveness of the company's business as a whole, "summed up Dmitry Rubin, director of the department of IT automation systems and service processes Naumen.