Softline helped FGC automate IT service management based on Naumen Service Desk

2025: Naumen Service Desk Implementation

GC Softline (PJSC Softline"") implemented the Russian ITSM a system Naumen Service Desk in. FGC Group of Companies The project made it possible to significantly increase the speed and quality of provision, IT services providing the customer with centralized management of services. GK specialists Softline launched the system three months faster than originally planned. Softline announced this on March 27, 2025.

As part of the tasks to improve the efficiency of business processes, the FGC Group of Companies needed to select and implement a solution for automating IT service management in a short time. The specialists of Softline Group of companies conducted interviews with the customer's representatives at the stage of pre-design inspection, familiarized themselves with internal processes and carefully analyzed the requirements for the system. As a result, the choice was made in favor of the Russian ITSM solution Naumen Service Desk, designed to implement the service management model in IT departments. The customer, having familiarized himself with the functionality of the system, made a positive decision. Pre-project preparation took one month.

The high level of competence of specialists and the flexibility of the Naumen platform allowed the Softline team to put the system into operation almost twice as quickly as planned in the contract - in four months instead of seven. The specialists of Softline Group of companies carried out work on the deployment of the Naumen Service Desk system and configured the processes: incident and service request management, service catalog, SLA, basic reference books. Instructions for users were developed, training was carried out.

The key to successful digitalization is the methodological maturity of the customer and a clear understanding of the image of the final result. We are actively developing in this direction. The implementation project of SD Naumen in our company began long before the selection of a contractor capable of implementing our plans. We started by defining the structure and function of the departments responsible for user support, developed support regulations, conducted a number of trainings for consultants, and created layouts of regular reporting. And only after debugging the processes did the project phase begin together with Softline, said Elvira Zakharova, head of the support department for business applications of the FGC Group.

Naumen is committed to providing partners and customers with technologies that accelerate digital transformation and take service management to the next level. We value long-term cooperation with Softline, because it is experienced integrators who help customers unlock the potential of the Naumen product ecosystem as quickly and efficiently as possible, adapting solutions to the needs of the business, noted Dmitry Rubin, director of the operating business of Naumen.

The FGC group of companies has a high level of digital maturity and seeks to strengthen the efficiency of business processes based on technological transformation. We started with a pre-project survey, which is important for both parties. The customer gets an accurate vision of which system is needed and how much it will cost. The Contractor, thanks to this stage, better understands which needs the client needs to close and what risks can be minimized, noted Alexey Lykov, Head of ITSM, Softline Group of companies.