Mirrico optimized all service departments with ITSM 365

2024: Implementation of ITSM365

Mirrico Group of Companies, a manufacturer of specialized chemistry and equipment for the fuel and energy complex, has completed a project to optimize service departments by introducing a ITSM365 automation system. This was announced by the Mirrico Group of Companies on July 5, 2024.

Earlier, Mirrico faced problems of ineffective interaction between support services and other units. Requests were processed manually, deadlines were shifted, there was a lack of transparency in the execution of tasks and accounting for work.

The implementation of the service desk made it possible to change the situation: now applications from users are accepted through various channels, but are registered and processed in a single system. This ensured the efficiency of tasks even with the growth of the volume of applications without the need to expand the staff.

The system provided Mirrico with great functionality for analytics and monitoring: statistics on the knowledge base, accounting for labor costs and custom kanban boards. Based on ITSM 365, the holding introduced a systematic approach to organizing the work of the entire IT department and digitalization, and also simplified the solution of typical tasks in departments outside IT.

For us, the main value of a system desk service is support for the operability of all services and timely assistance to employees in case of problems, - said Maria Goryunova, head of the Group of Automated Enterprise Management Systems, Mirrico Group of Companies.