"Jet Infosystems" switched to the domestic ITSM-system SimpleOne

2024: SimpleOne Implementation

On August 20, 2024, SimpleOne announced that the first stage of the introduction of the domestic SimpleOne ITSM system was completed in the Jet Infosystems IT company. The solution replaced the foreign product, ensuring the automation of the company's IT processes.

As reported, the Jet Infosystems company has a single window system where each user can request the necessary service - from ordering stationery to providing access with the necessary authority to corporate information systems. Any user call is automatically logged into the system and distributed to the responsible support line with an assignment to an employee whose download allows you to take a new task.

In conditions when IT employees are business participants, it is extremely important to promptly respond to requests and comply with modern realities, therefore, the management of Jet Infosystems decided to switch from a foreign ITSM system to a domestic SimpleOne ITSM solution.

Taking into account the wide range of services provided for internal and external users, the company began the phased implementation of the ITSM solution with the gradual transfer of individual business units to an updated system. Seamless migration is provided by two-way integration with the decommissioned system.

The implementation process was divided into three stages: first, the work of the IT department was fully automated, then administrative, logistics and other services were included, and as of August 2024, the Jet Infosystems service center (SC) is being transferred to the solution.

The Jet Infosystems Service Center provides technical support and enterprise-level IT outsourcing services. SC customers are large companies with high-load environments from all sectors of the economy: banks, retail, industry, etc. The service center team includes more than 500 engineers with expertise in various areas.

The service center processes more than 21 thousand calls monthly, up to 100 users work in the system every day. Applications are registered through various channels: from the self-service portal to the customer monitoring systems and "Jet Infosystems."

As of August 2024, the implemented system provides management of IT services for both internal and external customers of the company, for which a separate portal is implemented with a catalog of services provided. To ensure the smooth transition, Jet Infosystems conducted a deep customization of the SimpleOne solution, including the development of unique modules and widgets.

Implementation of SimpleOne ITSM in Jet Infosystems:

• It made it possible not only to maintain the level of service and the speed of processing requests, but also to quickly adapt the processing process to the requirements of each specific customer;
• Made it possible to quickly low-code the customization of the system to expand functionality;
• Made it possible to quickly integrate ITSM with key IT systems of the company: ERP, portal, monitoring systems, project management systems, employee time management systems;
• It provided a seamless transition for employees thanks to the developed two-way integration with the previous system, as well as the adaptation of the system to the usual interface.

The transition to SimpleOne was a real challenge for us. Imagine, we had a system that developed for decades and was deeply integrated into all the processes of the company. We were looking for a solution that would allow us not only to preserve all the accumulated functionality, but also give us the opportunity to develop further. SimpleOne surprised us with its flexibility - we were able to recreate the interface familiar to our employees, while receiving a modern platform with wide customization capabilities. As of August 2024, we process thousands of applications daily, and the system copes optimally. noted Maxim Andrianov, Director for Development and Implementation of Jet Infosystems

Based on the established practice and personal experience of integrating the SimpleOne solution, Jet Infosystems now helps its customers to ensure the implementation of a modern management system for IT services, as well as services of related departments.

The project with Jet Infosystems has become special for us. This is not just a large customer - it is a company that itself is an expert in the field of IT solutions. The system requirements were very high, and we are glad that SimpleOne coped with them. commented Sergey Chukanov, CEO of SimpleOne

The plans of the Jet Infosystems include further development and scaling of the system. The company intends to expand the use of SimpleOne in all divisions, which in turn will create a single digital ecosystem.