Konica Minolta assisted EvoKom in the transition to the domestic Service Desk ITSM 365

2024: Implementation of ITSM 365

Konica Minolta Business Solutions Russia implemented a project to implement the ITSM 365 cloud platform at EvoCom LLC (formerly Essity). This solution allowed the company to ensure import substitution of a foreign ITSM system, while maintaining high quality of service when processing customer applications without the need to contact foreign resources, as well as reduce the average time for resolving incidents. In addition, as part of the implementation of the platform, the organization structure, service catalog and configuration management database were migrated.

EvoCom is a representative in the field of hygiene and health products. The company's products are represented by the brands Zewa, Libresse, TENA, Tork. In 2022, EvoCom needed to switch to the Russian IT-services and launch an updated Service Desk system. Konica Minolta provided consulting and technical support during the selection, migration and deployment of the import-independent platform.

After studying and discussing the products on the market and their implementation options, it was decided to implement the ITSM 365 cloud platform in SaaS model format from the Russian company Naumen.

The choice of ITSM 365 was made taking into account the ability to flexibly configure the system and the service showcase, configure and make changes to the solution directly out of the box. Also, a key factor in favor of ITSM 365 was the model proposed by the vendor with an acceptable licensing cost and no additional support costs.

At the first stage of the project, Konica Minolta and EvoCom specialists migrated the data through importing configuration tables - other integrations were unavailable due to disabling access to the previous system. Data was generated and uploaded to support teams with role models, the necessary access rights were issued. Next, the service directory and the corresponding SLA are configured. At the second stage, the commands configured and launched the Configuration Management Database (CMDB). The active phase of the platform implementation lasted two months and ended with testing and the successful commissioning of the system.

In the future, EvoCom plans to expand the functionality of the Service Desk system based on ITSM 365, including filling the knowledge base and implementing problem and change management processes.

We had to solve non-trivial problems related to changes in the applied project management methodology under the current support contract when moving from one solution to another. Thanks to the flexible management approaches of Konica Minolta and high-quality consulting, we were able to quickly carry out all the necessary changes and significantly reduce the transition stage of implementation. Our employees immediately immersed themselves in practical work and fully participated in testing the business processes of our company. We received a solution for advanced and flexible management of user requests, a high-quality service showcase, with an intuitive interface in a visually familiar hierarchical form, - said Anna Morozova, Head of the first line of user support at EvoCom LLC.

We recognize the challenges our partners face when migrating from foreign platforms and are ready to provide them with qualified support in choosing and implementing alternative solutions. The project for EvoCom was made economically profitable in terms of the financial and human resources that were involved in it. The involvement of all internal services made it possible to speed up the implementation of all the necessary tools as much as possible. Thanks to the new platform, the company was able to optimize customer service support and maintain its speed and quality at a high level, - commented Dmitry Egorov, Business Development Manager for IT Solutions Konica Minolta.