KDL Improves Service Personnel and Contractors with Naumen Service Desk Pro

2022: Implementation of Naumen Service Desk Pro to automate internal service catalog management and employee call handling service

The KDL laboratory network has implemented Naumen Service Desk Pro to automate an internal service catalog management service and employee call handling. This was announced on January 19, 2023 by Naumen. The extensive functionality of the Naumen SD Pro product made it possible to perform all the configuration of request processing routes and integration connections right in the interface and thereby ensure the transition to this system in less than three months.

With the introduction of Naumen SD Pro, the medical network improved the basic processes of providing services to the functional divisions of the company, in particular, it determined in detail the parameters of agreements on the quality of service provision, verified their composition and established the launch of others using the capabilities of the system. The solution provides several ways to submit requests - through your personal account, by e-mail and phone. About 80 IT specialists of the medical network, as well as contractors, are connected to the system as executors.

Employees of the medical network receive a wide range of internal services through the IT solution from both the business units of the organization and from contractors. The system also supports calls for all internal services of the company, including laboratories related to medical activities: for example, testing samples blood received from patients in partners using the Extended IPU approach or accessing database Astraia for screening fetuses.

Since 2021, the company has been continuously working to improve the quality of IT services. Therefore, the introduction of the information system from Naumen took into account the existing processes and the established engineering culture. It was noted that this is one of the fastest projects to implement ITSM systems in personal practice: in less than three months, the company transferred service processes from the old product to Naumen SD Pro. Comparing the solution used earlier and from Naumen, there was a noticeable decrease in the cost of ownership of the product, to everything, as noted by the company's IT specialists, Naumen's product has a high-quality ITSM model at a high expert level. A lot of things just work out of the box. Moreover, the product has been developed in the company, and moves from automation of operational IT processes to automation of business management processes, told Sergey Vasilyevich Karach, Deputy General Director for IT at KDL Group of Companies.

Thanks to the special implementation methodology and flexibility of Naumen SD Pro, the business can solve its problems with standard functionality, without modifications. This approach provides an opportunity to lay the foundation for the next stage of automation - the creation of a corporate service management system (ESM). The company is glad that domestic no-code technologies help companies develop, speed up processes and get results faster, noted Dmitry Rubin, director of operations business at Naumen.