Russian helicopters (1C:Itilium)

2024: Implementation of "1C:Itilium"

On December 2, 2024, Desnol Soft announced that Russian Helicopters had introduced a universal service support system.

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Desnol Soft

As reported, thanks to the introduction of the Itilium system, a prototype of 1C:ITILIUM, and author's supervision by Desnol experts, the Russian Helicopters holding of Rostec State Corporation has optimized the level of efficiency in managing IT service support: 38,000 users are combined into a single management loop of more than 1000 corporate services. The integration of Itilium made it possible to save more than 10 million rubles by reducing the cost of operating the previous Service Desk solution.

Helicopters of Russia needed an updated solution that expanded the capabilities of the ITSM approach to corporate service management (ESM) - it was necessary to adapt the Service Desk system to the increased level of maturity of processes.

The key criteria of choice were stability in operation, the ability to ensure the current business processes of the company, convenience for users and performers, ease of setting up the system without the need for programming, as well as the maturity of the system and the potential for development. The implementation of these criteria required a set of technical characteristics: full compliance of the product with the requirements for software within the framework of import substitution, the ability to integrate with 15 directory services of each of the enterprises of the Russian Helicopters holding and the work of all 38,000 users exclusively through a web interface with seamless authentication without the need to enter a password.

The implementation was carried out by the company "Aktiv Computers" under the author's supervision of the product developer of the company "Desnol." The involvement of the 1C:ITILIUM vendor (since the beginning of 2024, it has been developing jointly by Desnol and 1C) provided deep expertise and constant support for the specialists of the Russian Helicopters holding throughout the project, and also became an important factor in success, making it possible to optimize the quality of service management. The author's supervision lasted for nine months and included advice from the developer's experts at all stages of the project.

According to the implementation project manager Anton Garbar, the procedure for selecting Service Desk for the Russian Helicopters holding took a year and a half. It included presentations of potential performers, reference visits to the company to get acquainted with projects of a similar scale, the formation of requirements for the contractor and product with the presence of a package of projects of a comparable scale, as well as an internal assessment of the criteria and maturity of the systems under consideration. The basis for Itilium's victory in the open competitive procedure was the cost of the implementation project and compliance with the criteria reflected in the terms of reference.

{{quote 'author
= noted Anton Garbar, Project Manager at Russian Helicopters JSC|We have automated the process of managing all IT services, and for some enterprises of the holding - services of AHO, human resources services and departments by motor transport. Thus, we went beyond the ITSM approach and included not only IT tasks in the automation project loop, but also corporate service management. All this through a single entry point. Thanks to this approach, our users do not need to choose where to apply when forming their requests to the internal services of the holding's enterprises: we have a single and fully transparent reporting on accompanied services, and standardization of automated centralized processes is easier.}}

As a result of the project implementation, it was already possible to save more than 10 million rubles due to the difference between the purchase cost, the implementation of the system, the cost of licenses and the support of the current version of the old Service Desk system. An important opportunity for Itilium was the introduction of the access request management process for all enterprises of the holding with the number of approvals of more than 6 thousand per month: as part of the access request management process, a flexible approval scheme was implemented with the obligatory involvement of the employee's head, service owner and optionally, depending on from the parameters of the service, employees of the information security service of the relevant enterprise.

The most important factor in the chosen solution was the ability to leave applications from 38,000 service consumers exclusively through the self-service web portal - using a standard browser, without additional software. The self-service web portal developed by Desnol on the Bitrix platform made it possible to optimize costs: when working with the 1C portal, licenses are spent in the most optimal way, which provides cost savings with an increase in the number of service consumers.

As of December 2024, almost 800 performers work with applications, more than 1,000 services of holding enterprises are accompanied through the system. Work with about 25 thousand requests was optimized monthly, the system functionality was expanded, stable and uninterrupted Service Desk operation was ensured. In order to ensure correct routing, if it is necessary to use three groups of 1st line operators, a two-line call routing scheme is implemented. In addition, the project implemented integration with the personnel system of one of the holding's enterprises, as well as launched the process of managing configuration units and assets in Itilium.