Russian Information Fund of the Ministry of Natural Resources of Russia (RFI) (Service Desk Itilium)

2016: Implementation of Service Desk "Itilium"

In the spring of 2016, the implementation of the Service Desk Itilium system in the Russian Information Fund of the Ministry of Natural Resources and Ecology of the Russian Federation ended with success. The task facing the management of the Russian Information Fund (RFI) is to improve the quality of service for IT service users. The way to solve this problem was determined the transition to the process model of the ITIL v3 library and the implementation of the Service Desk Itilium system.

A large-scale project to implement Itilium in an organization providing IT services to the Ministry was carried out jointly with LM Soft.

Российский фонд информации (РФИ) является структурой, подчиненной Ministry of Natural Resources and Ecology of Russia. The purpose of the fund is to maintain the IT infrastructure of the Ministry of Natural Resources and support its information systems.

Project Results:

• Streamlined user service activities, which positively affected the quality of the service.
• The Itilium system made it possible for management to see statistics - what services IT specialists take, which users consume which services, in what volumes. Based on this information, regulatory parameters of the service level were formed and service level agreements were developed.
• Employees of the ministry were able to monitor the life cycle of their appeals with the help of personal offices in Itilium, the opportunity to register appeals, see a specific performer, etc.
• The ability to predict and plan the load of workers, as well as objectively evaluate the results of the work of specific IT specialists.