ServiceCom (ITSM365.ru)

2018: ITSM 365.Support Implementation

ServiceCom changed the old IT system to ITSM 365. As a result of the project, the company optimized service processes and the speed of processing calls.

Initially, the company's support service coordinated work with service calls using another system desk service. But restrictions in its functions did not allow organizing processes as necessary. Not all stages of service were closed by automation. Client requests were accepted only by. to phone Therefore, the company decided to change the automated tool to a more flexible and multifunctional one. According to the results of comparing a number of solutions, ServiceCom specialists opted for the cloudy ITSM 365 service.

Since the start of the project in August 2018, ServiceCom has been constantly increasing the capabilities of the solution desk service. With the help of ITSM 365 functions, it was possible to sequentially "start" the system and regulate the work of not only the department, IT outsourcing but also other departments (team, 1C WEB, administration, accounting, transport service). ITSM 365 monitors team performance, download, popular services, and more. At the same time, support for different channels for registering applications unloaded telephone operators. For example, users often choose the portal as a more convenient way to communicate. Through your personal account in the system, you can track any of the maintenance stages.

In addition, based on the data collected, the system "learned" to calculate the budget and profitability of service for each individual contract. Maintaining costs for each customer request, taking into account the specification of work, their cost, any additional costs - all this is recorded in the system and helps to assess how profitable this or that service is.