Center for Municipal Information Resources and Technologies (TsMIRiT) (ITSM365.ru)

2021: 365.Support Implementation

UIA TsMIRiT has optimized technical support for local government bodies (OMSU) of Cherepovets, other customers and its own users using ITSM 365.

The company needed to automate the processing of user calls and the collection of statistics on service processes. For this, another digital tool was used for a long time. Its limitations in capabilities prevented the optimal construction of the service and the elimination of routine operations.

As a result of the project, UIA "TsMIRiT" has created a unified environment for working with service calls. Users can send requests in any convenient way: through their personal account, mobile version, email or messenger. All communication channels are synchronized with the automation system, where each application is received.

IT asset management is also automated. The system keeps records of the assets of the company itself and its customers. Movements of equipment and other infrastructure elements are recorded. Monitors who is using the hardware and software at what time. Thus, the transparency of IT infrastructure maintenance is increased, the tasks of asset inventory and control are facilitated.

A single service catalog is formed in the system. It includes services such as setting up a PC, local network and Internet connections, connecting office equipment and many others. A full list of technical support and operation services is available to the user at any time. You can quickly find out the timing of the services.

Detailed analysis of support processes has been set up. Convenient reports and dashboards allow you to identify bottlenecks and optimize the effectiveness of technical support. Among the analyzed metrics are the number of solved and overdue applications, service assessments by users based on the results of the work. In order to improve the work of each employee, work is analyzed for individual services, call types and subtasks, and the total working time that is spent on the request is monitored.