PretiDENT, Dental Complex (Service Desk Itilium)

2013: Implementation of Service Desk "Itilium"

In 2013, the Desnol Team successfully completed the project to implement the Service Desk Itilium system at PresiDENT in Moscow. In order to improve the quality of service delivery and implement the principles of self-calculation, the company's information technology department decided to use the IT service management methodology (ITSM) based on the ITIL process model in its work .

Photo designed by freepik.com Сеть клиник «ПрезиДЕНТ» оказывает dental assistance to residents of Moscow for more than 20 years. More than 15,000 patients trust the clinic with their health.

The IT department of the company provides support to the company's departments based on the principles of self-calculation. Based on this, as well as taking into account the territorial dispersion of the company's divisions, the project had the following tasks.

• Ensure that all incoming calls to the IT department are registered.
• Accounting for engineers' work with the ability to fix time in the journey from one client to another.
• Item-by-item accounting of financial costs with the possibility of consolidation by business unit.
• Automatically generate service reporting for each business unit.
• Automatic informing of consumers of services on registered applications.

To achieve these tasks, the company management decided to implement the service level management process, to switch to using a system that supports work under the ITIL process model.

The project carried out the following activities:

• Design and development of procedures for processes: "Case management" (incidents and service requests); "Service level management," including the development of IT services catalogue, SLA documents.
• Training sessions on ITIL processes and Itilium have been conducted for company employees involved in IT service support and delivery processes.
• The Itilium system has been deployed and put into operation, the data has been loaded into the main directories of the system.
• You have set up the reporting system to obtain data in the desired sections.

All settings were made within the standard Itilium functionality without modifying the software code of the system.

Шаблон:Quote 'author = said Petr Tatulyants, senior engineer of the support service of LLC "President of SK No. 5."