Axenix: Service for translation and localization of IT support in the Russian Federation

Main article: IT outsourcing

2022: Launch of IT support translation and localization service in the Russian Federation

On December 1, 2022, Axenix announced the launch of a service for the translation and localization of IT support in the Russian Federation.

Launch of IT support translation and localization service in the Russian Federation. Illustration: servernews.ru.

In the context of closing or separating branches of international companies and the termination of the provision of IT support services, as of November 2022, there is a growing demand for localization of the support service for business-critical information systems, especially foreign software. The situation forces you to make a transfer quickly, often in the absence of the ability to communicate with the previous provider and under pressure arising from the change in organization, processes, infrastructure, licenses. explained Oleg Aerov, Managing Director of Axenix's Technology and System Integration Department

The service of transferring support to another provider consists of 4 stages: transferring support from the current provider, launching the service in Russia, stabilization, optimization. Localization and translation of the service can cover both support for one or more IT systems, as well as organization of translation and support for integrated integration with created or existing systems, database management and infrastructure support, including security tasks.

At the first stage, the team carries out work on transferring information about the client's IT systems from the previous service provider, including transferring documentation, creating the necessary settings and access. Functional and technical sessions are also held in order to systematize all non-standard functions and features implemented in the company's IT loop. At the second stage, to start the service, you need to configure roles, integration, and adjust the system management processes. The support delivered to the thread allows the Axenix team to deploy, if necessary, missing service components such as an incident and problem management system, monitoring tools, tools for knowledge base and service automation, etc.

At the stabilization stage, you need to make sure that the system is stable (or that the basic indicators of service levels "converge"): for example, that integration with other applications works in the required mode, the number of user errors decreases, etc. Understanding the metrics, calculation methods, and key factors that affect SLA management and business can better meet business user expectations.

At the fourth stage, regular operation of systems and improvement begin: measures are being taken to manage problems and automate services. Optimization is mainly aimed either at changes related to the exit from global infrastructures (which forces you to adapt to business processes) or with the localization of solutions and the gradual change of applications for which licenses end.

A possible replacement of service components and auxiliary systems with local analogues will be carried out quickly and "seamlessly," since since March 2022, Axenix specialists have carried out a detailed analysis and are developing relations with Russian (or open source) providers. So to replace ServiceNow or HP SM, you can choose solutions from SimpleOne, Naumen, ELMA, OMNINET and InfraManager; for monitoring systems - solutions from ZABBIX, MONQ and not only; for BI solutions - Forsyth, Optimacros and 1C - and so for each class of solutions.

In our opinion, there is a shortage of professional specialists who understand the nuances of the methodology by which global service providers work. Many Russian IT companies will have to study the specifics and terminology of translating IT support (transition), mobilizing commands, launching a service introduction, and so on. told Oleg Aerov

Axenix IT Support Center works with the involvement of resources from the company's regional centers in Tver and Rostov-on-Don. The service is provided in various versions: with the allocation of a separate team or in the "factory" mode, when one team supports a number of companies with a similar activity profile.