"Aquarius" introduced "1C:Itilium" and doubled the work of technical support

2025: Results of the implementation of "1C:Itilium"

In 2024, the Aquarius group of companies launched a large-scale transformation of the internal IT infrastructure: in 21 days, the company introduced a single platform for managing IT services 1C:Itilium to support almost 3,000 employees in offices and production complexes in Moscow, Tver and Shuya. This stage of digitalization was a strategic step towards strengthening information security, increasing process transparency and accelerating service throughout the production ecosystem. Desnol Soft announced this on April 21, 2025.

The strategic decision to switch to the system was due to the growth of the company and the high level of maturity of internal processes.

Desnol, the developer of the 1C:ITILIUM, was chosen as the integrator.

The project team has deployed and initialized the system to meet company requirements, developed case routes, created target user groups, and improved the request structure. The internal 1C development team provided quick integration with the 1C:ERP. In a short time, service engineers were trained and instructions were prepared for almost 3,000 users of the system. Employees of the company were able to independently create requests through a convenient web portal, e-mail and phone.

After a year of operation of the system, we can talk about the results: appeals have ceased to be lost, the transparency of support processes has increased, all applications are recorded and quickly distributed among responsible specialists. In total, 1 first-line technical support specialist accepts and processes applications, distributes them to 7 performers in the technical support department and other teams to support the company's services. If necessary, applications are forwarded to teams depending on locations: each production has its own IT staff. The approval process has also accelerated: the owners of systems and resources promptly coordinate access through mail notifications or on the web portal, - summed up the project Alexei Kolesnikov, head of the Aquarius technical support department.

Since the implementation of the solution, the speed of execution of applications has 1C:ITILIUM significantly increased: processing requests began to take half the time, and the approval process accelerated three times. For the first time, the company has the opportunity to conduct analytics on requests: on the basis of the most frequent applications, measures are taken to prevent failures or downtime in the work of employees of the group of companies, and the load of service engineers is recorded.

In the future, Aquarius plans to actively develop the 1C:ITILIUM web portal, developed by Desnol for consumers of services, to increase its convenience and informativeness for company employees. Work is underway to expand the functions of the system and adapt the solution to the needs of the business. The plans include an in-depth study of the portal user interface and further integration of the system with the company's internal services.