Rock and Mill Has Increased IT Service Performance by 1.5 Times with ITSM 365

2023: Transition to ITSM 365

One of the engineering and service companies mining industry Rock and Mill in has transferred the process of processing applications to IT the department for the platform (ITSM 365 part of the GC product line). Naumen Thanks to this system, the performance of the IT service increased by 1.5 times - the number of requests closed by the department increased by 50%. Over 3 thousand requests are processed annually on the platform. Naumen announced this on October 31, 2023.

Rock and Mill has moved the IT service to the ITSM 365 platform, resulting in up to 95% of all IT requests for employees now being processed in a single system. The head of the service service monitors the quality of processing applications in the Telegram bot: the messenger receives information about new requests and changes in status. The visual service showcase, as well as the intuitive interface of the system, allowed employees to quickly master the solution: most of the requests are created by staff on their own in their personal account. Prior to the implementation of the platform, service requests to the IT department were received mainly orally or by e-mail. The use of ITSM 365 not only saved IT specialists from the need to manually start calls, but also taught users to clearly formulate the problem.

With the help of Naumen specialists, Rock and Mill has implemented an additional functionality in the ITSM 365 system - notifying personnel about the need to hand over equipment. For example, after returning from a business trip, the employee is notified of the deadlines for returning the corporate laptop to the IT department.

Previously, IT department employees received requests from colleagues in the spirit of "Help, please," without clear details, but now the showcase requires you to enter detailed information in each field, indicate priority. As a result, IT specialists receive applications with a clearly identified problem that can be immediately hired, "said Viktor Saltanovich, director of digital transformation at Rock and Mill.

Rock and Mill, with the help of ITSM 365, has built a transparent process for processing applications and fixed problems in communications between employees of different departments. As a result, the company not only optimized task management, but also multiplied the performance of the IT department, "said Anton Fedorov, Commercial Director of ITSM 365 (part of Naumen Group of Companies).

Rock and Mill plans to scale the ITSM 365 solution to service support for other departments: as of October 2023, the company will automate the processing of requests to the AHO for the repair of furniture and equipment.