NIIK Engineering Company (ITSM365.ru)

2016: Implementation of ITSM 365.Support

JSC NIIK automated service processes using ITSM 365. This allowed the company to organize the technical support service at the next level and optimize the quality of its work as a whole. The company needed an IT system that included tools for recording employee load, maintained and accumulated a single knowledge base in the form of various instructions and reference data. After the analysis, JSC NIIK turned its attention to cloud solutions in the field of service desk. The final choice of the company fell on the cloud service ITSM 365 thanks to its convenient interface, fast launch capabilities and integration with the existing IT infrastructure.

As a result of the implementation of the cloud service, the speed of service calls was optimized. The average time to resolve applications was 15 minutes.

The system has optimized the transparency of the IT service for business. With the help of reports implemented in ITSM 365, managers monitor the work of service specialists. Users have the opportunity to track the process of fulfilling each of their requests, as well as assess the quality of work on them.

The presence in the IT system of a database of articles for standard service requests helps to quickly eliminate a number of problems. And the accumulation of case history provides detail on the requests of a particular user. Also in demand, the function of the system turned out to be notifications of team leaders about current applications, which helps to adequately assess the employment of employees.