Niva (1C:ITIL. Information technology management of STANDART)

The Corporation of Information Technologies company completed the project of automation of IT department of large engineering enterprise management of manufacturing plants "Niva".

The bases to the project

Continuous expansion of the range and improvement of product quality require the permanent computer analysis of large volumes of information. Stay office equipments, delays in problem solving of users – unattainable luxury for the enterprise where over six hundred units of office equipment are used, daily more than one and a half tens addresses of users come to department of IT. The territorial dissociation of the main structural divisions requires use of new, modern technologies of management of addresses of users and IT resources of the enterprise - all these pacing factors which affected need of the beginning of project and implementation works.

For improvement of work of IT department it was required to solve the following problems: accelerate a response time on addresses of users on any technical issues, for example, about the output of office equipment out of operation:

• provide speed and simplicity of decision making at emergence of any situation;
• increase controllability of service IT what an opportunity at any time was necessary for to obtain up-to-date data about loading of each individual employee and division in general, to carry out the analysis of number of addresses from users;
• trace a status of the existing IT services and the equipment to support the equipment at the level answering strategic objectives of the company.

Solution and partnership

A choice of the software product was made for benefit of "1C:ITIL Information Technology Management of the STANDART Enterprise".

The partner in the project - Corporation of Information Technologies LLC company.

Implementation

As a result of project implementation the service Service Desk for all production divisions of the enterprise registering the addresses coming from users (by means of the web interface or via e-mail), helping to describe processing of addresses, to consider labor costs of contractors, to create and accumulate the knowledge base about incidents and methods of their solution is organized.

Product introduction of "1C:ITIL Information Technology Management of the STANDART Enterprise" optimizes work of division, accounting of IT assets, responsible persons and separate production divisions, control over the implementation of requests of users and observance of fixed terms of repair and service of office equipment is adjusted, the performing discipline is increased.

Opinion

"Using a single geographically distributed information system, management of addresses of users becomes much more effective. The management sees all stages of work with addresses of users, sees the history of addresses, real labor costs of contractors, and all this in a common information space. The configured business processing of addresses of users allowed to set the high level of service of office equipment, not to allow its idle times and temporary losses. Process of activity of IT department became managed, controlled and transparent for all employees and the management. Service rate of requests was reduced by 47%: from 0.8 man-hours to 0.5 man-hours. The total savings are 90 man-hours a month. The main thing – we could pass from "fire fighting" to the systematic, managed work. It is the first step to increase in efficiency of all company in general", - the deputy chief engineer for the new Romanovich A. S. equipment so estimates project deliverables.