Fplus migrated from Jira's foreign solution to SimpleOne's domestic ITSM system

2024: Implementation of the SimpleOne ITSMS system

Fplus In, the project for the implementation the Russian ITSM of the system was completed. SimpleOne for automating IT processes COMPLIT The company, a partner, not SimpleOne only migrated from a foreign solution, but also Atlassian provided Fplus with a modern tool for further digital transformation. SimpleOne announced this on August 1, 2024.

Previously, Fplus used a set of disparate systems, including Atlassian's Jira and a corporate portal based on a Russian business management service. These tools did not fully automate IT service management and effectively maintain business continuity. Atlassian's withdrawal from the Russian market was an additional incentive to find a domestic solution.

When choosing a system, criteria such as functionality, compliance with import substitution requirements, management of the full lifecycle of IT services, flexibility of configuration and scalability were taken into account.

The holding is developing dynamically, the number of employees and the tasks they perform is increasing. In this situation, application management with disparate systems has become ineffective. In addition, Atlassian's withdrawal from the Russian market threatened many significant business processes based on Jira. We made a choice in favor of SimpleOne, because this product has flexible process configuration options and provides system scaling for our future needs, "said Oleg Smirnov, Director of the IT Department of IT Holding Fplus.

The project was divided into several stages:
1. March 2023: Conclusion of an agreement, detailed requirements, creation of a prototype ITSM system, installation of SimpleOne in the customer's IT infrastructure;
2. April - July 2023: Final setup and testing, training of employees and putting the system into commercial operation;
3. August 2023 - January 2024: Implementation of CMDB-based change and IT asset management processes.

At all stages, the project was accompanied by specialists from the SimpleOne vendor and the COMPLIT Company.

The task was ambitious - to quickly combine disparate processes for support, knowledge base and warranty services in the system. Together with the customer, we migrated data and automated more than 10 business processes with a deep level of adaptation to the customer. Thanks to the capabilities of the platform, a number of non-trivial tasks were solved for integration with other ICs, refinement of the user interface to speed up and simplify data entry, automatic creation of tasks within the framework of request processing, etc. As a result, we not only fulfilled the basic design goals, but also implemented the additional wishes of Fplus, significantly optimizing their business processes, "said Ivan Stashko, Business Development Manager of COMPLIT Company.

As a result of the project, the company has a unified consolidated system to support internal users and manage IT services. SimpleOne ITSM has become a single entry point for all IT services and services. The process of managing the warranty service of the equipment sold was also fully automated. As of August 2024, the number of users of the system is about 2,500 people.

In the future, it is planned to transform the ITSM system into an ESM platform (Enterprise Service Management) with the integration of logistics processes, HR services, administrative, financial and accounting departments.

In addition, Fplus is considering supplementing IT with a dedicated SimpleOne ITAM solution to manage the lifecycle of all IT assets.

This project has become a vivid example of the complete transformation of service processes based on our platform. Previously, Fplus did not have a single full-fledged ITSM system, only a set of disparate systems that solve individual problems. In fact, a completely new complex for managing IT service processes from scratch was created for the customer, with a reserve for transformation into an ESM solution. The system covers not only internal support, but also warranty customer service - the key process of the distributor, - commented Sergey Chukanov, CEO of SimpleOne.