Sberbank-Service (SberService) (IT Expert ITSM Box Creatio)

2022: Completing the First Phase of IT Service Management Upgrade

On February 2, 2022, IT Expert announced the completion of the first stage of modernization of IT service management at SberService (part of the Sbera ecosystem) to accelerate connections between corporate clients of the Sbera ecosystem and other organizations throughout Russia. The project is implemented on the ITSM box Creatio platform solution, the developer of which is IT Expert.

Photo: yandex.ru

According to the information company, for the first stage of work from December 2021 to January 2022, more than 22 thousand service requests were accepted.

The ITSM box Creatio product is part of the IT Expert GC ecosystem. It is a versatile solution for managing IT services and information system configurations. Among the important differences from other such decisions:

• Usage. the Russian DBMS PostgreSQL
• Flexible configuration of modules.
• Open API for integrations (OpenAPI).
• Low-code technology.
• BPM engine.
• AI (artificial intelligence).
• CI/CD.
• ITIL 4.

In addition, the solution is comprehensive, includes CRM, BPM, ITSM, dispatch center, IP telephony and other subsystems (in total, several hundred ready-made industry solutions are available as part of the Creatio platform).

"The functionality and cost-effectiveness of ITSM box Creatio helped IT Expert win an open competition of" SberServices "to select a contractor and platform for modernization of ITSM in compliance with import substitution requirements. In total, more than a hundred criteria were used in the selection, for compliance with which domestic developers of the relevant IT products were checked, "- noted managing partner of IT Expert Group Mikhail Gribov.

SberService is one of the largest service IT companies in Russia. Among its clients is a multimillion-dollar audience of corporate users of the Sbera ecosystem, as well as many other customers. In total, more than 2.5 million units of IT equipment from 50 world manufacturers are in the area of ​ ​ responsibility of SberService specialists. Service is carried out by a staff of 6 thousand engineers.

Therefore, there was no question of restarting all processes from scratch, migration was required with the complete preservation of the health of systems at each stage of the project. To implement the parallel service loop, the developed object model, service catalog, CMDB and role model were used. At the same time, during the implementation of the system, optimization of current processes was carried out.

Together with the employees of SberService, optimal ways of implementing the system were developed to minimize the risks of modernization and further operation of ITSM box Creatio, in addition to the usual training of personnel, a competence center was created. He will train new personnel for the operation and development of BPM at SberService in the future.

"The extensive experience of SberService together with colleagues from IT Expert made it possible to deploy an up-to-date digital solution in the shortest possible time, optimize processes so that this does not affect the current work of the company," noted the director of the development department productions of SberService Mikhail Shatin.

The current achievement of SberService structures with the help of IT Expert is a comprehensive coverage of not only commercial, but also internal services. Now, in addition to office technical support, legal, AHO, and security management are also connected to the system. All the main internal services of the company are managed "in one window."

Previously, SberService customers were forced to wait about a month to connect to the service platform. Currently, this period is already shorter, the operational goal is to reduce it by half, to two weeks. In the future, the BPM platform should further speed up operations to start services. It is also expected that the transformation will result in an increase in the customer satisfaction index.

In 2022, it is planned to form separate modules that will combine charging tasks, a schedule of engineers, a marketplace for small businesses and security. This will be done by the SberService competence center formed and certified by the vendor.