Wilgood Management (ITSM365.ru)

2018: ITSM 365.Support Implementation

The Vilgud network of car services has automated work with service calls using the ITSM 365 solution desk service. As a result of the project, the speed of receiving calls has changed.

The connection of points to the network affects the fact that the company's IT park is constantly expanding, the volume of incoming requests to the IT department is increasing. The infrastructure department is responsible for ensuring the availability of digital services.

Previously, the division used a GLPI solution. It recorded information about the equipment that is used in the management company and network branches. At the same time, the process of receiving requests for IT issues was not fully automated: employees called on, to phone caught specialists in the corridor, transmitted tasks orally. Registration of applications through the IT system was carried out irregularly. The exact statistics of the work performed "limped." The infrastructure department could not plan the team's load, and colleagues did not understand when and by whom their appeal would be resolved. All this served as a catalyst for the replacement of the old IT tool. The company chose ITSM 365 as the updated solution.

To achieve the predicted level of automation, Vilgud at the start set the following goals: to record all requests in the system, to form an understandable service catalog, to draw up an SLA, to create a CMDB, to organize the management of branch data. All this was achieved by the company's specialists using ITSM 365.

All incidents and service requests are logged on the same IT system. No applications are lost, and all statistics on them are at hand with service specialists. Some of the issues are resolved by users through the self-service portal on their own.

In addition, the CMDB is being phased in. Integration with the Zabbix monitoring system helps to transfer all data about the components of the IT infrastructure to the cloud solution. Everything is under control: from hosts installed on virtual machines, servers, web applications to local employee devices.