DEFO (office furniture) (ITSM365.ru)

2018: ITSM 365.Support Implementation

The company Defoe"" changed the previously used CRM system to cloudy a desk service. ITSM 365 This helped to optimize the speed of processing requests and the level of service.

CRM The solution used did not cover all automation needs, so the company decided to switch to a different system. When choosing a tool, the key parameters of steel are: minimum launch time Russian , manufacturer software, out-of-the-box processes ITIL , vendor expertise and support level. It turned out that it is ITSM 365 that fully meets such criteria.

In the first month since the system was launched, the company carried out all the preparatory work: they set up a catalog of services with deep detail, taught users to work in the system. The second month went to pilot operation. The immediate goal is to optimize the maturity of current processes by connecting change and problem management processes, and integrate the system with IT service providers in the field.

Another priority task is to create cross-functional services that will consistently connect the work of specialists from different departments into one chain, for example, IT, HR, AHO.