Softline migrated to the domestic ITSM system SimpleOne

2023: Move to SimpleOne ITSM

GC Softline (PJSC Softline"") made the transition to, the Russian SimpleOne ITSM system which made it possible to ensure high efficiency, business processes expand automation and increase usability for employees and customers. Softline announced this on January 17, 2024.

Softline, being, provider IT services has a non-standard scenario for using - ITSM systems. Usually such a system is used to provide support to employees of the organization and its contractors. Softline also uses this product class for customer support.

Earlier, the GC operated a system of a British developer who left the domestic market. To replace the platform, a domestic solution from SimpleOne was chosen, which met the main needs of Softline: an understandable interface (employees complained about the convenience of visual design of the previous system) and the possibility of customization, since the product should be used not according to the "standard" scenario and provide an opportunity to expand functionality.

Initially, it was supposed to use a cloud solution so that data storage and server maintenance lay on the shoulders of the vendor, but amending the legislation - prohibiting the regulator from storing data on the third party side when servicing critical infrastructure - made it necessary to deploy local infrastructure.

The implementation of the system and its adaptation to existing business processes was carried out by Softline engineers. The team of specialists in a short time carried out the transfer of directories, process configuration, as well as implemented complex automation and configured the interface.

The specialists tried to maintain the usual structure and logic of the system, as well as interface elements, to ensure a smooth transition and ease of use for employees and customers.

The final stage of the project was the customization of the solution: monitoring of cloud infrastructures was connected, which, in turn, required additional improvements. As a result, the system began to automatically create requisitions when certain events occur in the infrastructure.

In addition, dynamic lists have been implemented as part of customization, allowing you to automatically change the contents of the list based on certain conditions or selected parameters. This made it possible to simplify the interface, making it more convenient - thanks to this, only the necessary and up-to-date information is shown to users.

For tool support teams and internal infrastructure, the Scrum methodology was implemented within the system. It also required additional refinement of the product. This helps to more flexibly and effectively manage the development and improvement of the system to provide Softline customers and employees with efficient and efficient service.

The SimpleOne system has become for us the best choice among the solutions presented in the Russian circuit. Thanks to it, we optimized our business processes, making support more convenient for both customers and Softline employees. In the first month of implementation, inevitable questions and difficulties arose, but after six months we receive only positive reviews, - said Sergey Ivanov, head of the automation department at Softline Group of Companies.

When a large integrator with a large number of different products in his portfolio chooses our own solution, this is a particularly valuable confirmation for us that we have made a great product. The competencies of the Softline team, which implements the solution, allow you to count not only on a positive result, but also on obtaining a reference implementation, which can be safely shown to all potential customers, - commented Sergey Chukanov, CEO of SimpleOne.

Softline Group of companies not only uses the SimpleOne ITSM system, but also implements Russian solutions to its customers, and also helps to carry out migration. Softline has been collaborating with SimpleOne for several years and is actively developing competencies for the implementation and support of developer products.