Vita (Rona) Pharmacy chain, Samara (ITSM365.ru)

2019: ITSM 365.Support Implementation

Federal pharmacy chain "Vita" put part of its processes into cloudy IT a solution and organized the interaction of its internal services through a single system service desk system. ITSM 365

Initially, the IT team of the pharmacy chain tried to adapt another digital solution for service management, which was used in the company to automate document flow. The main disadvantage of the previous tool is that each user's workplace was licensed separately. Given the scale of the network, this model of payment for licenses was not suitable.

Therefore, Vita tried to implement the process of working with applications through e-mail. With this approach, it was impossible to regularly obtain transparent statistics on the loading of departments, to control the quality and timing of work.

As a result, the company came to the decision that for the pharmacy chain it is necessary to find and implement a professional service desk solution. According to the totality of the criteria, they chose a cloud IT solution from NAUMEN.

As a result, the company has a channel of interaction between internal services. Users submit applications by mail, through a portal or mobile application, track the history of requests, their progress.

A detailed service catalog has been formed in the system, in which the service categories, call types, composition of cross-functional commands, rules and processing routes are worked out. For each team, it is determined who provides and what service, on what schedule and in what time frame.

In addition, the system has created a rule according to which applications between team employees are distributed randomly, according to the roulette principle. This takes into account the number of tasks per employee, which allows you to keep the balance of the load of each specialist.

The company's interaction with contractors is also carried out using ITSM 365. Controlling their work has become easier. Setting permissions allows you to access only the information that a contractor needs to perform its tasks.