Kolomna BKK (1C:Itilium)

2025: Implementation of "1C:Itilium"

The Kolomensky holding, which includes 15 production sites from Moscow to St. Petersburg, has completed the automation of service processes. The introduction of 1C:ITILIUM from developer and integrator Desnol allowed one of the largest Russian bakery manufacturers to move from chaotic service management to a systematic approach and reduce the burden on developers by 40%. This was announced on July 30, 2025 by Desnol.

𝓲

Фото: Desnol

As reported, on a daily basis, Kolomensky Holding produces more than 1,500 tons of products under the brands Kolomensky, Darnitsa, Khlebny Dom, Volzhsky Baker, etc. As of July 2025, the Holding includes 15 production sites, a number of logistics centers and warehouses for responsible storage in Moscow and the Moscow Region, St. Petersburg and the Tver Region. Fresh bread is supplied to the retail chains of the Central Federal District and the Northwestern Federal District, and frozen and confectionery products to almost all regions of Russia and abroad. The staff of Kolomensky employs 10,000 employees. The scale of production and rapid delivery of products require the smooth operation of a single architecture of IT solutions and effective management of service services.

The company's IT service works with 2,500 users every day, with about 500 of them actively interacting with service support. Prior to the implementation of the updated system, technical support in the Holding worked with software products that were not combined into a single solution architecture. Applications were recorded using three accounting systems and Excel. There was no single system approach in Service Desk (SD) management, no labor was monitored, the level of control over the performing discipline of support employees did not meet business requests, there was no single window for contacting SD - users wrote to 7 support mailboxes depending on the type of problem. All this led to a situation when highly qualified specialists were forced to be distracted from the development of infrastructure to solve routine issues.

The growth of the Holding Company, the development of IT processes and this situation served as the basis for revising the approach to service management. During the analysis, various variants of ITSM systems from Russian vendors such as Desnol, Naumen and SimpleOne were considered. However, preference was given to the ITSM/ESM solution 1C:ITILIUM from the developer and integrator of Desnol. The choice was influenced by the technological compatibility of the product with the holding systems developed on the 1C:Enterprise 8 platform, the possibility of local deployment of the system, the presence of its own 1C development team and, accordingly, significant savings in system maintenance costs.

The implementation project began with the automation of service processes of information technology infrastructure support and electronic document management departments. In four months, the company has built a service model based on three levels of support.

Within support units that have not previously been divided into "support lines," a function is allocated that provides reception, registration and primary classification of user requests, as well as their advice on typical issues. The final level is represented by technical experts who solve non-standard tasks related to programming or development of IT systems.

In addition, work has begun on the formation of expertise in working with software and equipment at the level of business functions, when operators independently solve typical everyday issues.

The division of applications according to the level of complexity made it possible to provide round-the-clock support for the most critical areas for business - production and logistics, to transfer secondary systems to a 5/2 service mode, which helped reduce the cost of service services.

The current initiatives of the Kolomensky Holding are aimed at the transition from an ITSM approach to full-fledged corporate services management (ESM). In the near half of the year, the 1C:ITILIUM-based system will cover the administrative and economic department, the APCS service. Departments serving buildings and service areas not directly related to IT will be connected.

At the same time, support for payroll and human resources management based on 1S:ZUP is being implemented, and integration with the EAM asset management EAM system 1S:TOIR KORP from the Desnol development company is planned.

Such a bundle will help to see in the 1C:ITILIUM of requests for managing the maintenance and repair of equipment at work. As of July 2025, active work is underway to create a service catalog: over 75% of all available configuration units have already been entered into the system.

At the same time, the self-service web portal continues to be improved and its synchronization with the Active Directory directory service is configured. The holding plans to introduce chat bots into instant messengers, which will make it possible to record requests from employees of warehouses and industries, for which mobility is important and the ability to use services without reference to the workplace. In addition, we are considering the creation of training materials and video instructions that will help any user quickly learn how to work in the system.

The implementation of the 1C:ITILIUM was a strategic solution for us, which allowed us to take IT support to another level. The creation of a structure with round-the-clock support for key production and logistics operations for the enterprise and the distribution of responsibilities among specialists brought us the main thing - sustainability and the possibility of scaling. This is especially important in the context of the active development of the Holding. Now we can quickly connect new sites to a single support system, ensuring the stable operation of all divisions of the Holding. We deliberately abandoned customization and rely on the best IT support management practices embedded in the product. 1C:ITILIUM becomes a single digital framework for all service processes in the company. This gives us not only control over infrastructure, claims and interoperability, but also a solid basis for further business growth. told Vladimir Devyatyarov, Director of the Program Development Department of BKH "Kolomensky"

For a large modern company, the presence of a single point of contact between an employee and all service departments is an axiom. The ability to deal with your duties, and not figure out how to access files, where to read the description of the business process or instructions for working with mail, where to take a notebook, how to turn on the heating or air conditioning allows employees to focus as much as possible on work. Over the years, we have been going to create a single window for employees to contact. Several products of foreign and domestic manufacturers were tried. Some products didn't fit us out of the box and didn't have the flexibility to adjust. Others, on the contrary, allowed a lot of customization, but did not have the required functionality, which was proposed to be "finished" on their own. In turn, 1C:ITILIUM simultaneously combines the presence of flexible settings and the possibility of refinement. At the same time, the 1C:ITILIUM is initially optimally configured and "closes" most aspects of the activities of service units. As of July 2025, the support system has IT departments and several services close to IT by type of activity. The Company plans to implement a unified call processing system for all services of the Holding Company. We stand at the very beginning of a thorny path to build the processes of interaction between employees and support services, but we already understand where we are going and what we must get at the end in order to be able to provide business with high-quality service. told Alexey Orlov, Director of the Information Systems Infrastructure Department of BKH "Kolomensky"