GAZ Group Automobile Plant (Service Desk Itilium)

2013: Implementation of Service Desk "Itilium"

To effectively manage and optimize support and delivery IT Services GAZ Group , I decided to use a IT service management methodology () ITSM based on a library of excellence. As a ITIL solution for automating activities within the ITIL processes and service Service Desk , the system on the Itilium platform "" was chosen. 1C:Enterprise 8 The project took place at the Nizhny Novgorod GAZ Group site.

GAZ Group specializes in the development and production of light and medium-duty commercial vehicles, buses, heavy trucks, alternative fuel equipment, power units and automotive components.

Project Objectives

• Design processes and create regulations: incident management, problem management, service level management.
• Improve the skills of the company's employees involved in the support and delivery of IT services.
• Deploy and start the Service Desk system.

To implement the project, it was decided to use the services of specialists in IT consulting practice and the Itilium division. The consulting part of the project included work on the design of incident management processes, problems, and service level based on standard schemes proposed by Itilium.

Шаблон:Quote 'author = said Sergey Malkov, Chief information officer of GAZ Group Management Company.