1С:ITILIUM

Main article: IT Service Management (ITSM)

2024

Announcement of 1C:ITILIUM 1.0.1.4

Desnol, the developer of the 1C:ITILIUM solution for managing the service on the 1C platform, is preparing for the release of the autumn release of the system 1.0.1.4. With the update, it will be possible to work with checklists in orders, and a mechanism for coordinating requests will become available for users of the web portal. The company announced this on October 1, 2024.

source = Desnol

Checklists will appear in the 1C:ITILIUM and mobile application "Itilium +."

A checklist is an electronic tool that helps you break a large task into separate subtasks (stages) and track their progress. After completion of each stage from the to-do list, the checklist item is marked as completed. The goal is to close all or most of the items (depending on the task). For example, the performer is given a task to check the equipment against quality criteria. During the validation process, it performs actions on the list of criteria and marks each of the steps as done. Thus, the risk of missing any of the criteria during the check is minimal, and the engineer always has a hint at hand: what steps must be taken to complete the task.

So, in the autumn release of 1C:ITILIUM 1.0.1.4, it is planned to add functionality that will allow performers to follow the items of the electronic checklist so as not to miss a single stage of the order. This is all the more convenient because you can attach instructions, additional files (for example, photos) and leave comments to items on the checklist. Based on the results of the passed checklists, requests will be able to form automatically. For example, if the equipment does not correspond to one of the critical items of the electronic to-do list, the system will automatically create a request for elimination of shortcomings recorded when closing the checklist.

The functionality of checklists will become available in a typical solution from the moment of the autumn release 1.0.1.4 both in the 1C:ITILIUM system itself and in the Itilium + mobile application. With the help of the application, service engineers will be able to go through all items of checklists, performing orders outside the office, including when checking and inventory premises and equipment.

During the second half of 2024, Desnol's development team is working to replace the document format with TinyMCE. Such a decision was born out of the intention to deal with a long-standing user problem associated with the inability to add tables to the description of documents. The problem is platform, so it can either be solved at the vendor level or tried to bypass it.

In parallel, negotiating with the vendor (1C company), we decided to try a "workaround," - said the head of the 1C:ITILIUM Development Center Alexei Sukhov. - For October 2024, we configure the TinyMCE text editor library and implement a combination of this library with the HTML document field. If everything goes well, we will move to a new library, which will allow you to use tables in document descriptions in the 1C:ITILIUM system.

In addition, the release plans to replenish the functions of the BSP (Libraries of standard subsystems for developers on the 1C: Enterprise platform), which will become available in 1C:ITILIUM. This will speed up the transition to new versions of the BSP when they are updated in 1C:ERP.

In the release 1C:ITILIUM 1.0.1.4, it is planned to expand the possibilities of using the Machine Learning module in conjunction with the system. By analogy with the forecasting of the service and the composition of the services (already implemented in 1C: ITILIUM), it is planned to include the possibility of predicting those responsible for appeals in the release. Combined with existing ML mechanisms, this will greatly speed up the classification and handling of calls.

In release 1.0.1.4, the Desnola 1C:ITILIUM Development Center plans to implement the call coordination functionality on the Itilium web portal. To do this, a separate menu item will appear in which requests that require approval will be displayed, including those where the initiator differs from the user of the current session (the fact is that earlier there was no mechanism on the web portal that allows you to agree on something in cases in which the current user is not the initiator). To use the new functionality, you will not need additional system settings or restrictions on user access rights via RLS.

1С:ITILIUM 1.0.1.3

In July 2024, the third release of the updated system for managing the 1C:ITILIUM service was released, released in early 2024 by 1C and Desnol Soft, a developer company, to replace 1C:ITIL and Itilium products. From July 1, 2024, support for the 1C:ITIL Standard product was also discontinued, as warned users by 1C. This was announced on July 25, 2024 by representatives of Desnol Soft.

As reported, the updated 1C:ITILIUM system, the prototype of which was the Itilium solution, which has developed since 2006, was officially presented to users in December 2023. The second release was released in April 2024. And in July 2024, the third release of the system was released. All described changes are available in all three versions of the solution: "1C:ITILIUM Service Desk," "1C:ITILIUM PROOF" and "1C:ITILIUM CORP."

Updates in release:

• Many users migrating to the Astra Linux operating system use the ALD Pro program to manage their organizations. ALD Pro has been checked for compatibility with the 1C:ITILIUM program, they are successfully integrated. To use the updated exchange mechanism, you must upgrade to version 1.0.1.3.
• Now, when you download user contact information from Active Directory, you can update your contact list without having to create a customization each time.

source = "Desnol Soft"

• The possibility of multiple attachment of files in the form "Files" is implemented. This optimizes the registration of requests for consumers of services.
• Two additional user roles have appeared, allowing you to "edit planned/actual work" and "edit deadline." If earlier you could only manage the ability to edit the deadline and work dates in documents through the System Parameters (while the ability to edit became available to all Service Desk employees at once), now the setting will be more flexible so that you can only give rights to edit planned dates to certain support personnel.
• In addition, Desnol's developers found an opportunity to bypass the bug, the signal about which was received by their 1C:ITILIUM support center. The error was related to saving the report to an Excel file. The fact was that the description of the case for the user could exceed the maximum allowed cell length in Excel itself. The developers could not directly influence the error, but found a solution that would help in such situations. To do this, in this release, the "Brief Description" details for the main documents of the system are added to the reports so that users can display it in reports. The props will display a fixed number of description characters, but this will be enough to analyze the data from the report.
• Starting with release 1.0.1.3, the 1C:ITILIUM has the ability to connect extensions through the BSP mechanism ("Libraries of standard subsystems" 1C). This enables easy integration with the U-Connect IT Infrastructure Management Service, developed by Aktiv Computers and complementing the ecosystem of effective service management solutions.

source = "Desnol Soft"

A web portal for service consumers is a platform for interaction between service providers and customers, which is suitable for both external and internal corporate service management. The portal helps to organize work with any The number of clients through the web interface. At the same time, each portal user does not need a separate 1C client license, which means that it is possible to increase the coverage of service consumers without purchasing additional licenses.

Among the key features of the web portal, 1C:ITILIUM users name: optimization of work with applications by automating routine actions, quick access to information about the current status of the application, the ability to submit and manage applications online, optimization of performance and efficiency, optimization of maintenance costs and customer service.

With the release of 1C:ITILIUM 1.0.1.3, the web portal has also been updated. The main changes affected the interface and usability:

• Now you can hide a block of news from the interface if no news is created for the user, there will be less "visual noise."
• A "Back" button has been added to the template category page for case registration to return to the previous page.
• It became possible to combine the category of templates for registering requests to groups according to general classification characteristics: the user can first select a group of categories, then the category of interest to him and then a template for registering his request.
• The possibility of multiple selection of configuration units when registering a case has been added - this is useful in cases where you need to submit an application for several CUs at once.

source = "Desnol Soft"

• It became possible to independently configure and prioritize the location of blocks on the starting page of the portal: for example, you can move a block with news to the top of the page, and a block with mass appeals to the bottom.

source = "Desnol Soft"

The web portal is not included in the supply of the 1C:ITILIUM system, you can get acquainted with its functionality at the developer of the ecosystem of solutions for effective service management - Desnol Soft.

In accordance with the agreement reached with 1C, the developer of the Desnol 1C:ITILIUM Software "supports clients who continue to use the system 1C:ITIL various configurations. At the same time, the deadlines for the completion of information and technological maintenance. Thus, support for the decisions of 1C:ITIL PROOF and 1C:ITIL CORP will continue until June 30, 2025. But the support period for 1C:ITIL Standard users expired on June 30 2024, then the decision will be updated and will not be accompanied.

At the same time, 1C recommends switching to 1C:ITILIUM. Failure to update the 1C:ITIL program can lead to problems: incompatibility with various user needs, errors in the operation of old integrations, lack of support for updated functions. As a result, the labor costs of users to maintain the configuration in a healthy state will increase, and the efficiency, performance and quality of services will inevitably decrease. To avoid such problems, it is recommended to switch to 1C:ITILIUM.

1C:ITILIUM 1.0.1.2 with a library of standard subsystems added

On April 24, 2024, Desnol Soft released an updated release of its joint product with 1C 1C:ITILIUM for service management - version 1.0.1.2. The main emphasis is placed on bringing the configuration to the usual form for joint solutions with 1C.

A library of standard subsystems (BSP) has been added to the spring release of 1C:ITILIUM 1.0.1.2. This is a set of universal functional subsystems with which you can quickly create new configurations on the 1C: Enterprise platform, as well as include ready-made functional blocks in existing configurations.

Thus, the system for managing the 1C:ITILIUM service and typical 1C configurations have received a common platform and can now freely exchange data with each other in file upload-download mode.

To facilitate integration with products on the 1C platform, a special data exchange format has been developed - EnterpriseData. Thanks to the XML database and focus on business processes, this format facilitates the interaction between different information systems, regardless of their structure and features.

EnterpriseData allows you to interact both within the organization and between different business units, supports exchange between unrelated configurations. To develop an exchange based on this format, a specialized tool is used - a configuration on the 1C "Data Conversion" platform, which significantly speeds up the integration process.

In addition, the second release 1C:ITILIUM added support for EnterpriseData with rules for uploading and loading data, which allows you to configure integration with other information systems using typical tools.

As part of import substitution, the ability to work with Active Directory on Linux through the terminal has been added. The mechanism is designed to work with AD in a Linux environment through terminal commands.

Two years ago, in Itilium, which became the prototype of the 1C:ITILIUM configuration, we adapted the built-in data download from Active Directory (AD) to work on the OpenLDAP protocol on servers operating system Linux. At the same time, the 1C platform did not correctly connect the component to load data in all cases. We traced this problem and implemented an exchange with AD to Linux through terminal commands, which will significantly increase the stability of working with AD on Linux-like machines, "explained Daria Lebedenko, Head of the Service Desk Support Center, Itilium and 1C:ITILIUM, Desnol Soft.

Inclusion in the unified register of Russian programs

The joint software product of 1C and Desnol Soft is 1C:ITILIUM included in the Unified Register of Russian Programs. Desnol Soft announced this on March 25, 2024.

The corresponding order was Ministry of Digital Development of the Russian Federation fulfilled on March 15, 2024. As of March 2024, having registered more than 20,600 different programs belonging to 7700 Russian copyright holders. The number of software in the registry is growing annually, and this is a clear confirmation of import substitution in action.

The main feature of the 1C:ITILIUM is that it allows you to automate the work of not only IT services (ITSM), but also other (or all) departments that provide services within the enterprise on a one-stop shop (ESM) basis. These can be services such as the legal department, human resources and accounting services, AHO, departments of finance or marketing, as well as external contractors and counterparties.

The creation of a joint service center () at the enterprise CSR becomes a frequent practice, regardless of the scale of the company, since working in a single information environment based on one solution gives visible results and tangible economic effect: the work of service departments is accelerated several times, services are faster, the number of incidents and problem situations is reduced. Digitalization of the service provision process eliminates the loss of applications or the situation when the employee-executor forgot that he should provide the service (everything is fixed in the Service Desk regardless of the channel through which the request is received), guarantees the targeted distribution of applications for the responsible contractor or group (due to automatic routing of applications), makes the process of providing services absolutely transparent for the customer and the contractor (each of the parties knows at what time this or that service will be provided, the response time is registered in the system and is set automatically according to). SLA The implementation of the ESM system reduces the burden on the first line of support and ordinary performers through algorithms artificial intelligence knowledge bases, as well as provides department and company management with diverse, flexible reporting, which helps to make effective decisions based on accurate data, rather than on intuition, hypotheses or previous experience.

The prototype of the ESM 1C:ITILIUM system was our Service Desk Itilium product, which we as developers have successfully developed since 2006, and as of March 2024, more than 1,500 companies, including the public sector, use Itilium to effectively manage services, - said Roman Pilkin, CEO of Desnol Soft. - The 1C:ITILIUM system is also actively developing to provide users with the best tools for automating business processes. For example, we will soon release the spring release of the system, in which the main emphasis will be on integration capabilities. The configuration will add a library of standard subsystems (BSP) for the exchange of data between solutions on the 1C platform, as well as integration with EnterpriseData for the exchange of information both within one organization and between different business units.

Issue "1C:ITILIUM"

The company 1C"" and Desnol Soft"" released a joint solution -: 1C ITILIUM. 1C:ITILIUM is designed on the 8.3 platform and 1C: Enterprise is designed to automate service management processes in service services. This was announced on January 10, 2024 by representatives of Desnol. Software

1С:ITILIUM

As reported, the product replaces the Service Desk lines Itilium (Desnol Soft) and 1C:ITIL (1C and Rarus). The developer of the system is the Desnol Soft team, it was its product that was Service Desk Itilium chosen by 1C as the prototype of the 1C:ITILIUM.

This Service Desk system can be called a paradigm in the ITSM and ESM market: it combines the ITIL process model, the reliability and versatility of the 1C platform and a set of technologies for organizing the effective work of service departments. The solution allows you to automate not only the activities of IT services (ITSM), but also other service functions of the company (ESM) according to the principle of "one window." These can be internal services: accounting, HR, AHO, technical department or security, as well as external customers and contractors. The system helps to provide services on time under transparent conditions for the customer and the contractor, reduce the number of incidents by identifying problems and eliminating the root causes of their occurrence, keep records of employee labor costs, accounting for equipment and software , manage assets, make effective management decisions based on transparent, flexibly customized reporting.

The start of sales of the solution is scheduled for January 10, 2024.

2023: Obtaining the certificate "Compatible! Program system 1C: Enterprise "

On November 1, 2023, the company 1C announced that the company's Desnol Soft joint product, KORP Services Management 1C:ITILIUM (version 1.0), which is expected to enter the market in the fall of 2023, received the certificate "Compatible! Program System. " 1C: Enterprise This means that the software product has been certified as a configuration developed in the 1C:Enterprise 8.3 environment.

1C: Compatible certification is important for two main reasons. First, the status confirms that the developed solution works correctly in the 1C:Enterprise 8.3 environment. Secondly, it guarantees compliance with the development standards that 1C sets for circulation solutions of its partners. This means that the system has been successfully tested for collaboration with 1C: Enterprise and usability, so users can be sure that they are getting an effective tool for automating business processes.

Desnol Soft Development Center for the ninth time confirms compliance with high 1C standards. Ours, Service Desk Itilium which became the prototype of the 1C:ITILIUM solution, passed 8 certifications. And now the product itself has received its first certificate 1C:ITILIUM KORP, - said the general director of Desnol Soft. Roman Pilkin- In preparation for testing it, we standardized the code in accordance with the requirements of "1C: Compatible," and also created a new user guide that will help everyone who works in it quickly understand the system. Administrators and specialists in the installation ON and configuration of information systems will be able to independently adapt the system to the tasks of the organization, and users - Service Desk operators, service engineers - will gain knowledge and skills for effective work.

The 1C: ITILIUM product line will hit the market before the end of autumn 2023 and will replace Itilium and 1C:ITIL solutions. To make the transition more comfortable, the system developers created a converter for transfer. data This will help IT specialists minimize manual processes and independently transfer reference information and documents to the new system. In addition, several dozen functions were added to version 1.0 according to user requests, extensive system testing was carried out for performance and the licensing mechanism was changed. The Desnol Soft development team carried out extensive preparatory work to develop the concept: what the products of the line will be, what functionality they will contain, and developed proposals on the cost and conditions of information technology support. This was followed by a stage of concept coordination with 1C.