GRCC automated internal service processes with a comprehensive Naumen Service Desk Pro solution

2023: Naumen Service Desk Pro Rollout Complete

The Federal State Unitary Enterprise "Main Radio Frequency Center" (FSUE "GRCC") has completed the introduction of a unified system for managing in-process processes based on the integrated Naumen Service Desk Pro solution. This tool will provide centralized internal IT support for enterprise employees and increase the transparency of servicing all user requests. This was announced on March 28, 2023 by Naumen (Naumen Consulting).

More than 4.8 thousand employees are connected to the automation system. This made it possible to achieve an even distribution of the load on the employees of the technical support service of the enterprise and optimize its activities, which ensured more effective management of incidents and service requests.

As of March 2023, on average, about 1.7 thousand calls per month are received through the system for various service divisions of the enterprise. The solution is integrated with the Active Directory directory service, which is accessed by employees of FSUE GRCC, choosing the necessary service (out of 40 offered by the system) and its executor. The process of approval of applications takes place in a format convenient for all participants in the process: by e-mail, telephone and on the internal portal of the enterprise. This ensures more effective communication between employees and allows the "customer" of the service to track all stages of its implementation.

In addition, the functionality of the system provides not only the processing of user requests and the provision of services within a certain list, but also forms a special "knowledge base." Naumen Service Desk Pro allows you to log incidents by identifying common problems based on this information, and collects and stores experience in supporting the system and its automated processes.

Improving the internal information infrastructure and related systems is one of the main tasks that we implement at the enterprise. It was important for us to effectively optimize the IT management system that our employees create on a daily basis in order to get help from different internal services. The new solution made it possible to streamline the interaction between structural units. And service processes have become controlled, controlled and as transparent as possible for users, - commented Konstantin Bulanov, director of digital technologies at FSUE GRCC.

Naumen Service Desk Pro consolidated the experience and best practices of service management. This allows us to offer a complete and automated process model that gives advantages to our customers and raises the general maturity of ITSM/ESM practice in the company. An example of implementation in FSUE "GRCC" proves this, - said Dmitry Rubin, director of the operating business at Naumen.