Gazprom Socivest (Service Desk Itilium)

2015: Implementation of Service Desk "Itilium"

The technology of remote implementation of the ITIL process model and the Itilium system has once again proved its advantages: a convenient format of interaction between the customer and the performer at the optimal price/quality ratio. The decision to implement the ITIL process model in the company was made as a step towards increasing the maturity of IT processes and IT infrastructure.

LLC Gazprom Socivest is a subsidiary of Gazprom, based in St. Petersburg. The Company provides support for Gazprom's large investment and construction projects from the development of primary analytics and business plans to the full implementation of projects with supervisory functions at all stages of construction.

The Itilium system, introduced according to the "Optimal Remote" plan, was chosen for a number of reasons.

• The system ensures quality control of cases execution and full accounting of employees "work.
• Wide scope of automated ITIL processes - the project implements catalog and service level management and case management processes. In the future, only minimal settings are required to start the configuration and asset management subsystems, problems, changes, releases.
• The ability to build and maintain a hierarchical knowledge base (including FAQ for service users) in the Itilium system ensures the reproducibility of the experience of IT specialists and allows to free highly qualified employees from routine work.
• The flexible reporting system and the metrics and metrics subsystem implemented within the project support continuous process improvement.

An important factor in choosing the system was the professional experience of the Itilium team: a detailed methodology for implementing a process model and an automation system for managing IT services made it possible to identify the needs of the company in a short time and perform a full range of works in a remote format.

Itilium was put into industrial operation in January 2015.

The project has completed the following tasks:

1. A catalogue of business and technical services has been introduced. Normalized service parameters (reaction time and resolution time) for two customer categories - standard and VIP.

2. Directory and service level management and case management processes are documented and linked through regulations and role instructions.

3. The basic settings of Itilium system have been made, sufficient for Service Desk start-up.

Case registration is carried out through the user self-service portal (Itilium web-interface) and e-mail.

The processing of cases and related works is carried out according to scenarios unique for each type of cases (incident, service request, change request, access request) and work orders (regular and routine work order).

A single transparent communication channel has been established between the service consumer and the employee.

• The ITIL notifies the initiator of the progress and results of e-mail calls.
• Feedback to the service consumer is implemented through confirmation and evaluation of the execution of calls by e-mail and through the web-interface of the system.
• The Communication by Request mechanism ensures continuous interaction between the participants in the processing of requests.

Automated monitoring of compliance with the parameters of service level agreements (SLAs).

• Workgroups and/or their managers are automatically notified as the deadline for the case approaches.
• If the deadline is exceeded, the request is escalated to the head of the responsible working group or the second support line.

4. Employees of the information technology department underwent trainings:

• catalogue and service level management process (ITIL ® fundamentals and ITIL practices);
• on the case management process (ITIL ® fundamentals and ITIL practice);
• working with the reporting subsystem (using the data layout system).

5. The system key reports "Case Register" and "Order Register" have been set up.