ITSM365.ru

The main articles are:

• CRM (Customer Relationship Management System)
• Business Process Management
• IT Service Management (ITSM)
• SaaS - History. Philosophy. Development drivers

Itsm365.ru is an online service for presenting convenient and affordable IT service management automation tools for companies in the medium and small business segment.

History of development

2021: Configurations. Key opportunities. Optional modules

In 2021, 3 configurations are available:

• ITSM 365.Support: cloud desk service for automating IT support and other business processes (SMB segment). The solution is implemented in full compliance with the ITSM approach and support for ITIL recommendations.
• ITSM 365.Outsource: cloud desk service for external support, post-sales service (for service and outsourcing companies). The basic version of the system contains everything you need to quickly launch, regardless of the scale of the company.

• ITSM 365.Customer: omnichannel (including instant messengers and social networks) HelpDesk to support external users (client service, e-commerce)

The main opportunities as of 2021 are:

• Request management module (Service Desk management including claims, incidents, issues, changes, etc.)
• Service Management (SLM) and Service Offering Levels (SLA).
• Asset and Knowledge Base Management
• Omnicanality, including integrations with Telegram
• User/Customer Personal Account, Self-Service Portal
• Accounting of customers, equipment, IT assets
• Integration with LDAP directories and MS Active Directory
• Mobile application
• Reports and Custom Dashboards, Reports and Analytics
• Flexible setup (forms, reference books, roles, processes)

Additional modules:

• Requests for routine maintenance and scheduled maintenance
• Service Showcase
• Business Process Designer
• Geoservices
• Gantt chart
• Kanban board
• Scheduled maintenance
• Service Contracts, Specifications and Price Lists
• QR codes
• Check sheets
• Warehouse

ITSM 365 allows a company of any scale to organize the work of the technical support service, service department or client service within a few days, with the subsequent possibility of developing the system taking into account the peculiarities of the internal process and customer requirements. Such capabilities are provided by the Naumen SMP functional platform - a constructor that allows you to configure any process, reference book, card for the most part with simple mouse clicks, without low-level programming.

A flexible licensing system (registered, competitive, process licenses, unlicensed users) allows you to connect any number of company employees and customers to work at a reasonable final cost of the system.

2018

Integration with Naumen DAP

On July 25, 2018, Naumen announced that the ITSM 365 cloud service ensured the uninterrupted operation of its client cloud applications designed to manage IT service and incoming applications from users using an intelligent umbrella monitoring system from the Naumen Service Management Intelligent Automation (Naumen SMIA) line. Under the Pod Kontrolem of the system implemented on the basis of the Naumen Data Aggregation Platform (Naumen DAP), there are more than 35,000 service metrics. Diagnostics of processes are carried out according to 70 specified parameters: availability, performance, incoming and outgoing traffic, the number of business operations per unit of time, session timeout, resource use, database connection, response time and others.

ITSM 365 is a small and medium business SaaS service designed to manage IT service and incoming requests from users. Client cloud application management is implemented in the service through a single portal. It maintains and stores the entire history of interaction with the client: general information, tariffs, licenses, invoices, applications, etc. In order to increase the ability to control the smooth functioning of client applications and ensure a high level of service availability, the ITSM 365 portal was integrated with an intelligent monitoring system based on the Naumen DAP platform.

The peculiarity of Naumen's intelligent monitoring technology is that it has predictive analytics tools, which makes it possible to predict the risks of service failures and, based on the data obtained, form recommendations for preventing likely infrastructure problems.

For easy processing and analysis, the collected information is output to the ITSM 365 portal interface in text and graphic formats. At the same time, the entire "health model" of the client application is available for viewing in the form of a visual panel (dashboards). Displaying aggregated data on one screen helps the support service to identify negative trends in the operation of infrastructure and services, record emergency and pre-accident situations and quickly resolve issues of prioritization of emerging incidents. Duty engineers respond to 24x7 alerts. The set of objects and characteristics to be monitored is flexibly expanded and modified in ITSM 365. The reaction to events is also configured: sending an alert to the responsible employee by e-mail, automatic registration of the incident, voice notification through the PagerDuty service.

"The implementation of Naumen DAP in the ITSM 365 project has improved customer satisfaction, reduced the burden on technical support and provided a real contribution to business results." ' Nikita Kardashian, Head of Data Analysis and Machine Learning Solutions Development, Naumen '

March Update

In March 2018, Naumen released the next version of the ITSM365 cloud service to automate IT management and business processes in small and medium-sized companies. The updated SaaS service contains features, improvements and changes that increase the convenience and productivity of users.

According to the developers, in the updated ITSM365, the changes affected both the minimum configuration of the solution (Lite tariff) and configurations offering the functionality of enterprise-level solutions (Standard & Enterprise).

One of the important innovations was the means of graphical presentation of information - an interactive board (kanban board). The tool allows you to not only visualize, but also evaluate the current workload of employees. Using the interactive whiteboard, it is easy to manage the flow of tasks and requests, track and change statuses, and those responsible for their execution.

The system interface settings implement a mechanism for disabling/enabling processes using labels, which allows you to organize the workspace taking into account the priority of displaying information: mouse clicks set labels for components that need to be disabled (or enabled). For example, by marking, you can disable one or another temporarily unused process: managing tasks, IT assets, knowledge base, etc. All related components (tabs, content, attributes) will no longer appear in the interface.

In the presented version of the ITSM365, the task of managing IT assets has been greatly simplified. So, due to the ability to create a universal type of IT asset, it is now possible to expand the list of IT assets in the system without additional settings. To do this, just add the necessary asset to the reference book. In addition, tools have appeared to attach the IT asset to the application and view the list of the company's IT assets directly on the organization's card.

The developers paid special attention to improving usability. Thanks to the implemented capabilities, the system remembers the mode of displaying content in blocks. Now the user does not waste time reopening or closing the content in the requisition cards. In addition, the logic of processing applications has been improved. The application cannot be considered fulfilled if there are open approvals in it.

With features, enhancements, and enhancements, the introduced version of the ITSM365 online service is more flexible, user-friendly, and provides a range of capabilities for managing IT and business processes in the cloud.

2017: November Update

Naumen on November 13, 2017 announced the release of the next version of the domestic online ITSM365 service, designed to automate business processes in the cloud. The release contains more than 100 improvements and changes. The user interface has been greatly optimized, and tools have been added to optimize support and customer interaction processes.

The process of managing customer requests has been improved. Now the system allows you to process double applications, helps fight spam through built-in self-learning tools. Thanks to the optimization of the mechanisms for collecting and providing reports, it is possible to take into account only real applications (without spam and takes).

The developers paid attention to improving the convenience of the interface: now the system allows not only to add its own interface components, but also to change the markup of any cards and forms. The improvements implemented provide quick access to the information you need and increase productivity.

In the mobile client, it became possible to create requests, you can use full-text search, as well as subscribe to updates for any object. To solve disputes, the mechanisms for interacting with history have been expanded, which provides important information in key sections.

Also, in the updated version of the ITSM365, web forms have become available as channels for interaction with clients, which can be built into any site or portal. In addition, integration with the Simple Calls service has been implemented to interact with popular telephony systems. These features are available for Standard, Enterprise and Corporate fares.

2016

January update

NAUMEN released in January 2016 an updated version of the ITSM365 cloud service for automating IT and business process management in small and medium-sized companies. The new release with improved functionality and changes is designed in accordance with the global trends in the development of modern technologies in the field of user support.

As part of the SaaS service update, the developer took into account the wishes of more than 50 companies that use ITSM365 in their activities. The changes affected both the minimum configuration of the solution ("Lite" tariff) and configurations offering the functionality of enterprise-level solutions ("Standart" and "Enterprise").

So, in the release, it became possible to interact with users in real time through the personal account of the system. The feature is made available by connecting a Live Chat module. The module can also be used to connect to the company's website in terms of implementing support for external customers. Thus, now users can contact the online support service not only from the company's website, but also from the personal account of the ITSM365 system.

One of the most flexible functions of the ITSM365 system is the design of forms, cards and object lists. With the improved interface of the updated version, setting up buttons for each object card, object list, comments and files is even easier. In just a few clicks, you can edit the buttons on cards and lists, easily change their appearance, and remove rarely used buttons.

The mobile application that appeared in the previous version can now be configured and configured independently. For example, mouse clicks in the ITSM365 quickly and easily configure lists and object cards (adding, displaying attributes, deleting, etc.).

A script catalog has also appeared in the updated version. It is intended for easy navigation of all existing scenarios in the system. It is now much easier for customizers ITSM365 configure the system and use business logic enhancement points.

The ITSM 365 service migrated to hosting Servers.ru

Initially, one of the foreign market leaders was chosen as a hosting provider. However, the focus on the Russian consumer and, as a result, the need to store data in the Russian Federation, influenced the decision to replace the service provider. The choice fell on the Russian company Servers.ru, which, in addition to dedicated servers, also offers cloud services combined into a single ecosystem. In addition, Servers.ru is the only hosting platform in Russia that provides a global private network. Guaranteed reliability, technical solution and reasonable prices for cloud services predetermined the choice of NAUMEN in favor of Servers.ru.

2015: May Update

Naumen announced in May 2015 the release of a new version of the ITSM365 cloud solution for automating IT service management processes in small and medium-sized businesses. The new reporting tools of the updated SaaS service are focused on ensuring high-quality control and improving the efficiency of management decision-making.

The ITSM365 version contains completely redesigned and augmented out-of-the-box reports and control dashboards (dashboards). In addition, the optimized cloud service allows you to connect an additional module "Mobile Application" for working with applications of field engineers, available on OS, and a Live Android Chat module ("Chat Support"), which allows you to communicate with the user and support employee in real time.

Service Quality Control and Engineering Transparency are important aspects for making the right management decisions to help you grow your business or identify bottlenecks. The need for convenient control and management analysis tools arises from the IT manager of any company, including small and medium-sized. According to Naumen, to facilitate these tasks, the new version ITSM365 completely redesigned all existing reports and added reports to track the following data: characteristics of expired and renewed applications; dynamics of registration and decision of applications; written off labor costs for the provision of services to clients and labor costs of specific employees; efficiency and workload of employees, etc.

"Reporting is an important tool for management decision-making, especially in Service Desk class decisions. However, in practice, other suppliers either do not include a ready-made set of reports in the basic versions, or include those reports that do not contribute to finding pain points and optimizing the support service, "said Rubinstein Kirill, head of product and service development, Naumen. - In the new version of the ITSM365, we took this fact into account and are confident that the pre-configured set of reports will allow all users of our service to increase the efficiency of decisions made. It is important that all graphical reports and dashboards are available from the Lite version. "

2014: May Update

NAUMEN released an updated version of the ITSM365 cloud service in May 2014. The new release ITSM365 automates the service of external customers and allows you to ensure the necessary level of quality of service provision.

"Our plans initially involved adapting the solution for companies whose business is associated with external support and automation. The first customers confirmed the need for such a solution. We are glad that our vision and understanding of the market fully coincides with its current needs, "commented Kirill Rubinstein, Head of Product and Service Development, NAUMEN, on the release of the new release

.

ITSM365 includes a range of functional and interface enhancements to improve the quality and efficiency of end-customer service. In the updated version of the ITSM365, a means of maintaining a client base has appeared, providing, among other things, accounting for branch specifics and control of service processes in the context of contact persons and external contracts. For successful interaction with customers, the ITSM365 has implemented mechanisms that allow concluding agreements with flexible terms of service for each counterparty (SLA) and ensuring control of agreed parameters.

Extended functionality and negotiation mechanism. They are now available not only for change management, but for all other processes, including incident and service request management. The proposed functionality allows users to ITSM365 completely get rid of paper workflow.

In addition to adapting to the service company profile, the ITSM365 of the new version is "smarter" and now offers closer integration of the knowledge management process with operational management processes - incidents, service requests, etc. The new functionality is able to "on the fly" offer suitable solutions from the Knowledge Base on the specified parameters of the application. ITSM365 capabilities greatly simplify the knowledge management process by automating the addition of new articles based on the results of applications, and the developed article evaluation mechanism allows you to identify the most useful articles for their reuse, thereby helping to optimize the timing of applications.

2013: Service Launch Itsm365.ru

On December 10, 2013, NAUMEN announced the launch of the service Itsm365.ru.

Description

The service will help companies whose IT departments do not exceed 25-30 employees automate key processes for providing and supporting IT services. Itsm365.ru is implemented on the Naumen Service Desk platform.

Advantages

The service itsm365.ru along with the automation of the Help Desk/Service Desk service, incident management processes, service requests, problems, changes and tasks, allows you to keep track of IT assets and labor costs. The solution provides the ability to maintain a knowledge base, a service catalog, and conclude a service level agreement (SLA) between IT and business, with control over its implementation through escalation functionality and built-in reports.

Licensing

The new service will be offered with a typical process model that allows testing functionality and the transition to full automation of IT service processes in a matter of hours. As in the corporate version of Naumen Service Desk, business users of the itsm365.ru service are not licensed, but have access to a free and functional self-service portal.

Representation

The itsm365.ru service will be provided only according to the SaaS model. Companies will be able to choose from the offered three rates the most suitable, depending on the size of the support service, additional services and the necessary functionality. There is also a free 14-day trial period.

Each company with a 5-person IT support service can automate IT service support and management processes with a serious solution that is initially focused on the needs and needs of small companies and meets all modern needs.

Placement

The "cloud" providing the service is deployed in an international data center of a high degree of reliability.

Kirill Rubinstein, Head of Product and Service Development at NAUMEN, said: "Today, companies whose IT divisions do not exceed 25-30 people do not have a solution of the proper level with a convenient and understandable interface for automating service management processes. We were finally convinced of this following the results of communication with a large number of representatives of such companies. In our opinion, all solutions presented now on the market do not meet consumer expectations. They are either very limited in terms of functionality and customization capabilities, or, conversely, are too complex - with the need for self-coding. That's why we created the itsm365.ru service. "

Kirill Fedulov, Head of Solution Development at NAUMEN: "In fact, we managed to create a corporate solution for medium and small businesses in terms of opportunities. The functionality of the service is noticeably wider than most solutions on the market in this price segment. There is no doubt that our new product will find its consumer. Welcome to the era where a professional ITSM solution costs only 500 rubles per month for 1 workplace! "