IBS (Service Desk Itilium)

2013: Implementation of Service Desk "Itilium"

The leader of the IT services market, IBS has chosen Itilium to automate the ITSM processes of the internal IT department.

Due to changes in the activities of the information technology department, IBS had the following goals: improving the quality of support for IT services, applying common standards for their management and support, reducing the costs of maintaining the Service Desk system, optimizing the costs of supporting IT services. To achieve these goals, Itilium was introduced. As a result, the IBS Information Technology Department completely switched from a foreign solution to Itilum to manage the appeals of internal users of the company.

Компания IBS — технологический и бизнес-партнер лидеров российского бизнеса и of state structures. The team of professionals brings together more than 3,500 people - architects, analysts, consultants, engineers and programmers.

The implementation project was implemented jointly with the Itilium team consultants on the adapted standard implementation methodology. According to the joint decision of the customer and the developer, the project was divided into three stages.

At the first stage, Itilium team specialists trained employees, a typical system configuration was made. The system was then put into trial operation for three weeks, as a result of which the customer formulated the requirements for setting up the system according to the specifics of his company. During the second and third stages, the consultants of the Itilium team completed the final configuration of the system in accordance with the requirements of IBS Expertise LLC. The settings were made within the framework of the Itilium standard functionality without modifying the software code of the system.

This approach allowed the project team to minimize the cost of implementation and process optimization. All system settings within the framework of the project were made as part of the Itilium standard functionality without modifying the software code of the system.

Шаблон:Quote 'author = said Yu.L. Patutinskaya, Director of the Project Implementation Support Center of IBS Expertise LLC.