Salfix (ITSM365.ru)

2017: Implementation of ITSM 365.Support

Since November 2017, Salfix has implemented the ITSM 365.Support IT solution. This enabled IT to reduce costs and optimize customer service.

For several years, Salfix used a self-written solution based on MySQL and C++ to process client requests. Its refinements required large temporary and material investments. In addition, it lacked basic options, which were not easy to implement on their own. For example, technical support lacked SLA control, customers - a personal account in the system.

As a result, the company decided to introduce a flexible service desk solution. When choosing a system, the IT company relied on criteria such as adaptability, the ability to configure the system independently of the developer and develop it with the business. It turned out that it is ITSM 365.Support that meets all the requirements of the company.

Selfix immediately adapted the system to the tasks of its specialists. The changes affected both the interface and those processes that needed automation in the first place.

The system provides accounting for customers and related IT assets. In addition, the cloud desk service keeps records of the departure of specialists. The ITSM 365.Support records all information about the request and the customer, the time it is scheduled, and other important information. Separately, orders are also recorded. This allows you to detail which tasks an employee should do, in what time frame, and what the status of execution is.

Customers have access to a personal account in which you can create a request, track the status of work, discuss details and use instructions from the Knowledge Base.

ITSM 365.Support does not limit our growth. When business challenges arise, we are not afraid to rest on the "ceiling" of the capabilities of the selected cloud IT solution. reported by Andrei Romanov, General Director of Selfix