Russian Football Union (RFU) (Service Desk Itilium)

2022: Russian Football Union speeds up technical support 4 times by introducing Service Desk Itilium

Freepik

Brief on the project

In 2022, the Russian Football Union (RFU) migrated from Bitrix24 and organized an ITSM approach based on Service Desk Itilium. As a result, the process of obtaining management reporting increased by 85%, operating and administrative expenses decreased by 20%, and applications began to be processed 4 times faster.

On September 11, 2023, the automation project implemented by Desnol Soft in the RFU took first place in the international competition "1C: Project of the Year."

Project results

• Customer service processes are organized in accordance with world best practices and recommendations. ITIL
• The 1st support line is organized and operates, which provides registration of user calls, as well as feedback on the services provided.
• A single service catalog has been implemented, within the framework of which agreements on the level of services are fixed. The activities of technical support units and contractors are regulated and subordinated to the same rules.
• Increased skills of employees in the context of the ITIL library as a result of training conducted by Desnol Soft experts. Video and text instructions have been created for employees of the 1st and 2nd support lines for work in the Itilium system.
• Improved quality of incident management, simplified process services management processes by integrating the support system with RFU information systems.
• Increased customer loyalty by reducing the processing time of incoming applications and informing them about the status of the application.
• Multiple report options are available to management, including metric reports for value calculations. KPI
• A tool has been obtained to optimize service support costs and improve performance.

Economic effect in numbers

• The process of obtaining management reporting in the organization accelerated by 85%
• Operating and administrative expenses decreased by 20%
• Lead time for orders and services decreased by 75%
• The speed of processing requests for technical support increased by 300%
• Division productivity increased by 40%

Evgeny Paramonov, head of the Service Desk Implementation Center Itilium of Desnol Soft: "Before the implementation of the system Service Desk , Itilium RFU noted that during the organization of work there were problems of incomplete compliance of the organization of technical support processes with ITIL recommendations and the lack of integration a support system with other information systems of the union. As part of the project, we have automated customer service processes in accordance with the best global practices and ITIL recommendations. Created a task management system and customer requests based on, algorithms machine learning implemented integrations with various systems and services through. API Implemented to to the analyst data effectively solve problems and incidents. All this met the requests of Russian the football union to improve the quality of service and user satisfaction. "