Atomstroyexport automated IT processes at foreign NPP construction facilities using Naumen Service Desk

2024: Implementation of IT Management System

JSC Atomstroyexport"" has implemented a management system IT created on the basis. Naumen Service Desk The project covered eight constructions NPP sites Russia in and abroad. With the help of the Atomstroyexport system, it supports the work of more than 14 thousand people, including foreign specialists, and controls the accounting of 42 thousand pieces of equipment around the world. Contractor - LLC "." Prime Group This was Naumen announced on December 10, 2024.

In the course of the project, a geodistributed architecture of the solution for corporate management of services and technological equipment of foreign branches was developed - KUSTO. The system made it possible to consolidate and organize the work of the IT divisions of the division in a single space in different parts of the world.

As a result, a dispatch center was created that receives appeals from, and countries Europe Middle East the North, Africa as well as the Asia-Pacific region. The solution is adapted and localized for legislation and cultural features. states Users work in the usual language environment, time zones and business schedules are taken into account.

In addition, 44 service delivery processes have been unified, as well as service standards have been developed, which has reduced the cost of technical support and downtime of IT personnel. With the help of the system, it was possible to achieve compliance with the service level agreement (SLA) above 96%, and the user satisfaction indicator (NPS) - 85%.

When managing incidents and problems JSC Atomstroyexport uses analytical tools Naumen Service Desk. With this data, you can identify the causes of recurring incidents and make decisions to prevent them. As a result, the level of availability of IT services at NPP construction sites abroad reached 99.96%.

A CMDB configuration management database has been built to manage IT assets and monitor equipment. This made it possible to optimize the use of IT assets by controlling inventory, redistributing between sites, timely write-off of equipment and reasonable supply planning. According to the customer's estimates, since March 2024, the cost of IT assets has decreased by more than 33 million rubles.

For users, the system is a self-service portal accessible through a fixed workplace and mobile devices. With the help of the portal, workers quickly create support requests or find answers to questions through an intelligent search in the knowledge base. Already over 30% of requests are resolved independently.

To eliminate the risks associated with reliability, safety and sustainability, when choosing a platform for the future system, we considered domestic suppliers and products implemented on import-independent technologies. As a result, when automating IT management and service processes, they decided to cooperate with Naumen, the leading Russian developer of software solutions for business. The implementation took place in accordance with the high requirements for information security of the system and its components in the context of increased risks, said Denis Yakovlev, Director of Information Technology and IT Infrastructure, JSC Atomstroyexport.

The implementation of the project for Atomstroyexport has become a good experience - a large-scale international interaction in accordance with high information security standards. Thanks to close cooperation with Naumen and attention to the specifics of each region, we were able to ensure the uninterrupted operation of IT processes, meeting the needs of both Russian and foreign specialists, noted Maxim Lukichev, General Director of PRIME GROUP LLC.

The scale of the project and its international status once again demonstrated Naumen's ability to perform complex tasks and confirmed the flexibility of our technologies. The customer was able to centralize and unify the processes of IT departments located in different countries within a single platform. This required not only serious organizational efforts, but also the adaptation of the system to local requirements, which ultimately ensured the high efficiency and stability of the IT infrastructure at each site. noted Dmitry Rubin, Director of the Operating Business of NAUMEN.