Filuet Group (ITSM365.ru)

2017: Implementation of ITSM 365.Support

The Russian branch of the international logistics company Filuet RS has introduced the ITSM 365 cloud service. As a result, the company managed to optimize the processing of service calls and the reliability of its IT infrastructure.

Initially, IT the specialists of the logistics company did not use the automation tool. All correspondence on appeals was carried out only on. e-mail The information was filled in manually stored and in. files Excel This periodically led to losses of applications and errors in their registration. It was also difficult to collect transparent statistics on the appeal, and technicians were overloaded due to the need to perform many routine operations. The implementation of the cloud deck service ITSM 365 helped to cope with all these difficulties of the logistics company.

As a result of the project, the system has created a single catalog of services, thanks to which all divisions of the company know what issues they can contact IT support and what is included in the service. The application processing rules implemented in the system, including urgency, reaction time and a number of other parameters, helped to optimize the quality of company support. The convenience of customer service was optimized through the use of several communication channels: mail, portal and personal account in the system. Thanks to this, applications get to the performers faster, and it is easier for users to track the progress of resolving their issues.

Asset accounting is also implemented in the system. This allowed you to focus information on the IT equipment of all network branches in the same environment.

In turn, the integration with the SMS service helps to notify about the receipt of applications of employees who have moved away from their workplace or perform tasks remotely.

However, reporting configured in ITSM 365 allows you to quickly find problem areas. For example, based on statistics, Filuet identified those services that are easier to refuse than to spend resources on support.