Pipe Metallurgical Company presented the experience of creating a single service IT model

2023: Creating a Unified Service IT Model

Pipe Metallurgical Company (TMK) presented the experience of creating a single service IT model for all enterprises of the company at the industry event TAdviser SummIT on November 29, 2023.

TMK Digital Director Dmitry Yakob said that TMK's support service processes more than 40 thousand requests from corporate users every month, while the service catalog has expanded to 900 services.

Speaking at the IT in Industry session, Dmitry Jacob noted that the transformation of the company's IT function began in 2021 to increase the efficiency of servicing internal users in order to unite disparate IT services, unify technical approaches and processes, optimize the structure of services, increase transparency of service provision and satisfaction of business customers, including against the background of expanding the company's contour.

We launched a comprehensive transformation, the core of which was the concentration of resources and intellectual potential in the circuit of the internal IT integrator, on the basis of which the IT infrastructure, processes, and technical policies were combined. It was also necessary to automate the provision of services and increase customer focus. A team of thousands of IT specialists serves 60 thousand internal clients-employees of the company, more than 70 service contracts have been concluded. We have completely switched to a service model for the provision of services and have become a full-fledged partner of our business customers, "said Dmitry Jacob.

As of November 2023, TMK operates an IT service management system, within which user requests are registered and processed. Any TMK employee through several communication channels - telephone, e-mail and through a specialized portal - can apply for the maintenance or development of corporate IT systems around the clock. As part of the system, a detailed service catalog has been formed for the entire company, which allows you to flexibly route requests. In turn, the client service conducts deep analysis of the work and initiates the improvement of working mechanisms based on the results of the analysis.

We process more than 40 thousand requests every month and according to the results of surveys we see that our business customers are satisfied. At the time of the end of the project in the spring of 2023, there were 820 services in the portfolio, as of November 2023 there are already more than 900 of them. At the same time, we reduced the share of repeated requests to 2.5%, and also practically got rid of the paper document flow that existed at some sites at the time of the start, - said Dmitry Jacob.

As part of the development of the IT function, it is planned to service other business processes of the company on a single platform, improve customer experience, modernize the interface of the self-service portal, and make it possible to order services through a mobile application. In addition, the possibilities of attracting artificial intelligence are being tested, including for interaction with customers.