Special construction engineering under the Special Construction of Russia (Service Desk Itilium)

2013: Implementation of Service Desk "Itilium"

Desnol Soft team successfully completed the project at FSUE Spetsstroyengineering under Spetsstroy of Russia.

For this enterprise, information technology is not the main activity, IT is the service department that provides a certain set of IT services for the main business. However, the availability of information technology has a significant impact on core performance, and the quality of IT service delivery is critical. As part of the project to organize IT activities in accordance with ITSM principles, along with the design of the process model, the implementation of the Itilium system was also carried out.

The project was carried out according to the methodology of express implementation and started in April 2013 in Moscow.

© Photo designated by freepik.com FSUE "Spetsstroyengineering under Spetsstroy of Russia" is a member of the Federal Agency for Special Construction (Spetsstroy of Russia), which is a federal executive body that organizes work in the field of special and road construction in the interests of defense and security of the state.]]

The following processes were included in the project outline:

• Directory and service level management
• Case management (including incident management, service request management)
• Work Management.

Шаблон:Quote 'author = said Eugeny Yershov, head of the information and technical support department.

As Eugeny Yershov added, the most important thing (IT managers will understand), the value of the services provided - and, accordingly, the value - has increased in the eyes of users and management. They saw order and understood the need. We felt all the advantages of using a process approach in our work.