Copernicus automates service Service Desk

In investment group Copernicus, the company integrator "Itilium" automated service Service Desk and processes ITIL/ITSM.

Prerequisites

In 2010 the management of IT directorate IR Copernicus made the decision on implementation of methodology ITSM/ITIL for the organization of business processes of directorate according to the commonly accepted and best practices of management of IT.

Project Objectives

• Prioritizing of activity IT deprartamenta according to business priorities of IS in general;
• Stabilization of quality and possibility of quality improvement of the rendered IT services;
• Possibility of fast scaling of volume of the consumed IT services;
• Possibility of use of different options of sources of IT services.

Solution

After market research as the solution for automation of activity of directorate within processes of ITIL the Service Desk "Itilium" system on 1C: Enterprise platform 8.2 is selected.

Implementation

During the project a number of tasks is solved:

• Creation of the Directory of services, implementation of process of management of the Directory of services;
• Design and implementation of process of management of the service layer;
• Design and implementation of incident management processes, service requests;
• Design and implementation of process Problem management;
• Creation, preparation and start of service Service Desk;
• Preparation and implementation of processes of measurement of service quality on the basis of a subsystem of metrics and KPI (key performance indicator) of the Itilium system.

Result

The Copernicus investment Group positively estimates experience of joint work with the Itilium command.