Armtek Group passes to management model of IT on the basis of ITIL

In 2009-2010 in Armtek Group the project of transition to service management model of IT on the basis of ITIL library was executed. As main system the IC "Itilium" was selected.

Preproject

At the time of initiation of the project of automation of IT processes based on ITIL in Armtek Group the recording system of service works of own development was used. A system represented the magazine of registration of requests of users which were sent along the predeterminated route to contractors and partially covered incident management processes and changes. Information which is available in a system insufficiently for quality evaluation of the rendered IT services, the analysis of a status of IT infrastructure, control of making changes in information systems, accounting of IT assets and so forth was explicit. Without these data information technologies both for the Chief information officer, and for business are "a black box" which can be managed only using intuitive solutions. And they are inapplicable in statements of the problem of increase in efficiency of activity, creation of accurate, measurable IT processes is one of conditions of increase in efficiency of IT in general. Moreover, without their improvement, as well as improvement of work of other service divisions, in turn, increase in efficiency of the main business processes of the company is impossible.

Having analyzed the market, a choice was made on the domestic Itilium system of Desnol Soft company.

Step-by-step implementation

The pilot project on implementation of the IC "Itilium" in Armtek Group started at the end of 2009. The main objective of the project was to approve new approach to providing IT services in the existing realities of group on the Moscow region.

The realization of a pilot project was enabled within 9 months. According to the developed concept of implementation work was conducted in three stages.

According to the results of the first stage creation of the database on IT configurations and assets, the directory of IT services, functionality of a change management process and management of releases was complete.

Within the second stage it was succeeded to implement functionality on management of addresses and service works and also to organize process of management of problems. Besides, at this stage within the Moscow region own Help Desk system was replaced on Itilium and organized the first line of a support service accepting requests by uniform phone of call center, e-mail or via the Itilium web interface. After that obligatory registration in Itilium of all service requests and the rendered services was implemented and also training of employees is provided.

At the third stage the project team developed the new rules of providing access to information resources assigning the owner of information to each of them. Besides, were implemented the mechanism of approval and providing access on demand electronically via the web interface and also accounting of the provided accesses to CMDB on each employee.

Throughout all three stages preparation and the approval of the regulating documentation of technical, methodical and organizational character, including instructions for administration and service, the managements for IT and business departments and, of course, regulations and procedures for the built and automated processes was performed.

Results of a pilot project

• The first support line which provides registration by all means of communications (mail, a web, phone) all addresses of users on IT services and also a feedback on the rendered services is organized and functions, thus, services are rendered in the mode of "one window";
• Providing services is made based on the developed directory of IT services;
• Account of labor costs on rendering services (accomplishment of dresses) with analytics on clients and the rendered services is kept and also quality control of execution of works is exercised;
• The base of accounting of configurations is implemented, the relevance of data is provided with a binding of configuration units to the rendered services and the carried-out changes;
• The system of accounting of the purchased and spent IT assets is developed and implemented. Account is kept on warehouses and the nomenclature in a binding to CMDB and also with analytics on services, clients and cost items;
• The access control system to information resources is implemented, account of the provided accesses in the register of resources of base of configurations is kept, reconciliation procedure of accesses with owners of resources is also implemented;
• The regular reporting under processes is prepared, KPI values (KPI) on employees are calculated.

Results

Within setup of a system tasks of primary filling and directory synchronization Itilium with internal systems are carried out, interfaces of functionality of providing access to resources and change management mechanisms regarding the organization of chains of approval are finished. Besides, changes concerned also a number of report forms. At the same time in general completions did not exceed initially planned volume and were not so essential and labor-consuming to have a negative impact on the project course in general.

Opinion

"The most important result for me as project manager, - Sergey Kochetkov, the project manager tells, - there was the fact that as a result users – consumers of our services very much highly appreciated the done work. Results of survey conducted on project completion among users of platforms of the Moscow region about their attitude towards the new service principles and mechanisms and also about job satisfaction of IT departments and support services in general exceeded all expectations - the general percent of satisfaction made 94%".