Polypplastic NPP (Service Desk Itilium)

2015: Restarting Service Desk in "Polypplastic Group" using Itilium

Before implementation Itilium Service Desk , it was automated using one of the configurations on the platform, 1C but the existing system ceased to meet the needs of the company when scaling processes to other departments. The company needed a more versatile tool that allows you to flexibly customize processes within the system without modifications to the configuration. It was decided to implement Itilium with the help of a unique technology of express implementation (" quick implementation"), due to which real results were obtained as soon as possible.

The objectives of the project are as follows:

• The 1st support line is organized and operates, which provides registration of user calls for IT services, as well as feedback on services provided.
• Regular process reporting is generated, KPI values are calculated for the implemented processes.
• Improved IT skills in the context of ITIL ® knowledge.
• IT services are delivered on the basis of a single IT service catalog and within the framework of committed service level agreements.
• The activities of the IT department within the framework of the implemented processes are regulated and subject to common rules of work.
• Labor costs are recorded for the provision of services (execution of work orders) with analytics for customers and services provided, and work performance is monitored using regular reporting and analysis.

The employees of the company involved in the project emphasized the impressive functionality and flexibility of the Itilium system settings to work with user requests by e-mail.

Система Итилиум введена в промышленную эксплуатацию в Группе "Polypplastic" August 2015

The number of automated workplaces is 50.

Number of concurrent users:

• in thin client - 30,
• in the web client - 20.