T1 Integration has automated support for Severstal Infocom users

2025: ITSM Implementation

T1 Integration (IT Holding T1) has completed a project to implement an IT Services Management System (ITSM) for Severstal-Infocom, a subsidiary of IT integrator of Severstal Metallurgical Holding. This tool, based on the SimpleOne platform, provided digital support to external customers purchasing the company's software products, and became a key element in the development of client service. The Holding T1 announced this on December 8, 2025.

Prior to the launch of the project, Severstal-Infocom did not have a single solution to support external users of commercial software products. This complicated communication between clients, support and developers, and also led to loss of calls, increased task solving time and reporting difficulties. The T1 Integration team, together with Severstal-Infok expertise, created a comprehensive ITSM system that combined all interaction processes in one window and made customer service structured and predictable.

T1 Integration has automated incident, service request, improvement, and knowledge management processes. The project team adapted the self-service portal to the company's brand style and implemented the corporate knowledge base of commercial IT products. This system is integrated with the Jira system, the Keycloak authorization service. Severstal InfoCom customers can now monitor case status, review interaction history, and use reference materials. Support staff also received tools to monitor SLAs and interact operationally with development teams.

We aimed to create a convenient ecosystem where Severstal's customers and specialists interact in a single digital space. Now all requests are recorded and processed according to transparent scenarios, which increases the quality and speed of client service, as well as trust from customers, - said Mikhail Knigin, Executive Director of T1 Integration.

Thanks to the T1 Integration team, we got a customer support platform. This system allows us to optimize the use of support and development resources, increase transparency of processes and ensure clear control over the fulfillment of contractual obligations to external customers, "commented Yuri Gushchin, Head of External Sales at Severstal-Infocom.