The 1C:ITIL system has accelerated the processing of requests by 2,000 1C users in the TagraS Holding

2022: Automated Case and Claim Management

The NEP company has automated the management of requests and requests in the Fort Consulting service company, which is part of the TagraS-BusinessService division of the TagraS oilfield service holding. This was announced on September 8, 2022 by 1C. Based on the solution "1C:ITIL Management of Information Technologies of the KORP Enterprise," integrated with the 1C-Connect service, the TagraS-Connect corporate ITSM platform was created. With its help, 50 support specialists promptly process requests from more than 2,000 users of 1C systems in 7 divisions of the holding. Handling response time is reduced from 8 hours to 15 minutes. Critical incidents are resolved 2x faster. Support specialists close 40% more applications every day.

In 2019, TagraS. Gigital, the holding's digitalization program, was launched. To improve business process management, a number of solutions were used on the 1C: Enterprise platform. Support for more than 2000 users of 1C systems was entrusted to the Fort Consulting service company.

The basis for creating a corporate ITSM platform for managing cases and user requests was:

• system "1C:ITIL Management of information technologies of KORP enterprise," designed for comprehensive management of information technologies of the enterprise taking into account the requirements of international standards GOST R ISO/IEC 20000-1-2013 and ISO 20000;
• 1C-Connect service, which allows you to organize remote support for users in accordance with GOST R-MEK/ISO-20000-1-2013.
• The combination of these solutions made it possible to ensure maximum coverage of ITSM processes in the company with minimal costs.

During the project, a survey of current processes was carried out, the architecture of the future system was designed, the 1C-Connect 1C:ITIL and service were configured, adapted and implemented. Based on the catalog of services of the 1C: Corporate Support Technology model, a two-level catalog of services for the holding divisions was formed, the second level of the catalog was normalized in accordance with the statistics and assessment of the holding experts. As a result, the TagraS-Connect integration platform was created, in which 50 support specialists work.

An online service has been created for the holding's employees on the basis of 1C-Connect, through which more than 2,000 users from 7 divisions of the company contact the support line. Calls are automatically sent to support specialists on routes configured in the system. The system allows you to quickly register requests, assign a person responsible and priority, as well as the due date.

Users monitor the progress and status of their requests in real time in the service. The online monitor of the TagraS-Connect platform displays information about the number of users on the lines available to service center specialists, the status of received calls, deviations from support standards (SLA). After the support specialist closed the application, TagraS-Connect asks the user to evaluate the work. The entire history of user interaction with specialists, including waiting time in the queue, the speed of the specialist's reaction, the duration of work and the assessment given, are recorded in quality control reports. This helped to strengthen the quality control of the service center specialists.

All communication "user - specialist" is organized via the Internet, which significantly saves costs for mobile and office telephone communications. The remote access tool built into the 1C-Connect service does not require the use of third-party programs to remotely connect to the user's computer. In addition, this organization of work saves quality service resources, since all communication between customers and specialists is completely controlled by the ITSM system.

In the future, it is planned to develop the system, connect new services for maintaining users within the Holding in accordance with the ITIL methodology.

As a result of the implementation of the TagraS-Connect integration platform, created on the basis of the 1C:ITIL Management of Information Technologies of the KORP Enterprise "solution and the 1C-Connect service, the efficiency of support specialists has significantly increased, the time for performing routine operations for receiving, processing and categorizing requests has been reduced, the manageability of processes has increased, and the ability to assess the quality of services provided and the work of personnel has appeared." Director of TagraS-BusinessService Oleg Valerievich Tsvetkov.