Hogart (Service Desk Itilium)

2020: IT Management Automation

In July 2020, the company Desnol Soft"" announced that Hogarth"" chose the developed system Itilium as a, Service Desk appreciating the flexibility of the system and its convenient process model, as well as the ability to use it in work. mobile application The key results a month after the system launch are the order in accounting for assets and configuration units, obtaining statistics and analytics in a form convenient for management to make management decisions. The Itilium system works at Hogarth for two purposes: internal and external. The system administration department satisfies internal requests IT of service users. And the service service uses Itilium to accept applications from external customers who use Hogarth's services for servicing engineering systems in boiler houses, "" etc smart homes.

Hogarth is one of the largest suppliers of engineering systems in the field of heating, ventilation and plumbing in Russia

The typical Ithilium configuration is flexible enough to cover the required processes. During the implementation, we set up, launched and use service level management, work management, asset management, and problem management. said Vladimir Mushkin, IT Director of Firm Hogart LLC

According to the company, the first thing that was achieved on the project was to streamline the accounting of assets and configuration units, to bring applications to a look convenient for statistics and analytics.

In the Itilium information base, the objects on which the equipment is installed are recorded with geographical reference and a short description. With the help of Itilium, the company provides service for engineering systems at the facilities, responds to user requests in a timely manner, assigns orders, and plans routine measures.

The layout of data in the typical Itilium report "Case Register" allows you to display statistics on cases in any form that is convenient for the user. Any props from circulation, any document has all the privileges of selection. Reports on configuration units are also useful - for example, "CE Change History," "CE Balances."

После внедрения Итилиум специалисты компании пользуются не только десктопной системой, но и mobile application to improve logistics and service efficiency

The company analyzes the labor costs by structural units, the number of recurring typical problems and makes management decisions based on this information.

As of July 2020, the main service processes for more than 200 service customers are provided by 4 specialists on two support lines. Between 20 and 50 cases are registered daily. The bulk of calls come through e-mail. Integration with telephony is still in progress. We also think about organizing the acceptance of applications through the web portal. Itilium allows and provides for all this. Our specialists use a mobile application that works in conjunction with the desktop system to optimize logistics and service efficiency. It's really convenient. The mobile application is used to serve external clients. supplemented by Vladimir Mushkin, IT Director of Firm Hogart LLC