JSC Capital Strakhovaniye (Service Desk Itilium)

The system of the supporting processes of the large company can be compared to the base of the big building: reliability and longevity of construction depends on its durability. Similarly the level of development of internal corporate processes affects success of business in general. In JSC Capital Strakhovaniye special attention is paid to monitoring and efficiency analysis of work of all services accompanying primary activity. On the basis of this analysis the program of upgrade of a complex of support of business was created.

In the company the Technical directorate which coordinates work of all divisions implementing support of business processes successfully functions. In the system of internal corporate processes it is possible to select the following directions:

• • IT services (services);
• • Economic services (services);
• • Primary accounting of property (OS, Inventories);
• • Accounting and management of own and leased corporate property.

From the moment of creation of Technical directorate at the beginning of 2009 its management should solve a number of priority problems quickly:

• Increase quality of the supporting services; Create uniform standards of management of all supporting services; Reduce costs for the supporting services.

The service model was the basis for activity of Technical directorate. Methodological base of steel of ITSM (IT Service Management) and ITIL library.

In the second half of the year 2009 in Technical directorate of JSC Capital Strakhovaniye transition to a single system of own automation and accounting was executed. For these purposes the domestic product of Service Desk "Itilium" was selected.

Project tasks were among:

• 1. Implementation of the concept of "one window" - implementation of functionality of service HelpDesk for acceptance and processing of addresses on all services provided by Technical directorate to business customers.
• 2. Creation of the uniform Directory of services of Technical directorate.
• 3. System implementation of accounting of labor costs of staff of Technical directorate.
• 4. Maintaining primary accounting documentation on OS, Inventories. Accounting of the movement OS, Inventories with transfer of a remaining balance from several accounting systems used earlier.
• 5. Implementation of management accounting of a corporate property, including large number of branches.

The project team consisted of specialists Itilium under the leadership of Sergey Rebrin. From JSC Capital Strakhovaniye the head of department of operation of information systems of Technical directorate Alexey Novikov directed the project. To perform work on creation of the uniform Directory of services consultants of Technical Vector company under the leadership of Igor Barinov were in addition invited.

As a result of qualitatively implemented project the company received:

• • An opportunity to take several outdated accounting systems out of service, having reduced thereby operating costs;
• • The full-function and adapted management tool processes of providing services in the form of the Itilium system;
• • Possibility of assessment of performance and efficiency of activity of staff of Technical directorate;
• • A possibility of the centralized information storage, having at the same time increased its reliability, availability and accuracy.

The technical directorate of JSC Capital Strakhovaniye managed to solve problems of unification of methodological base of providing all providing services, reductions of operating costs and optimization of efficiency and performance of work of personnel.

Summing up the results of a campaign for optimization of the supporting business processes, a year later from the moment of commissioning of the Service Desk "Itilium" system in Technical directorate of JSC Capital Strakhovaniye, It should be noted that the most effective remedies of achievement of goals were a right choice of a methodological basis ITSMITIL (/) and successfully executed project of automation.