Naumen Service Desk

Naumen Service Desk - The Naumen Service Desk software product is designed to automate IT and service management processes in enterprises.

With Naumen Service Desk, you can implement a service management model in IT and other internal services, and take full advantage of the service approach when providing services to your customers.

Key Benefits of Naumen Service Desk

Naumen Service Desk allows you to solve a wide range of tasks related to managing IT services and service, as well as automating related IT tasks: project management, asset management, development management, MR, etc. When compared to competing solutions, managers, experts and industry experts most often note the following strengths of our product:

• Full compliance with ITIL v.2011. In May 2014, Naumen Service Desk became the first solution in Russia, the CIS and Eastern Europe to be certified according to PinkVERIFY for compliance with the 9 main processes of the latest version ITILv2011
• A single process management platform (Naumen Service Desk capabilities automate a wide range of management processes - both within the Service Approach (ITSM) and beyond, making Naumen Service Desk a single IT decision-making system)
• Free, unique in functionality, self-service portal. Includes the functionality of line manager approvals and other process participants. No enterprise-class ITSM solution offers free user connectivity.
• Extensive integration capabilities. Naumen Service Desk allows you to integrate with all major enterprise applications through basic connectors: MS AD, 1C, SAP, MS SCCM. In addition, the constantly evolving REST API functionality offers integration mechanisms with all modern services (Jira, Google Maps, etc.) "on the fly."
• Personalization of interfaces and data.
• Low total cost of ownership (TCO).
• Transparent license policy. Naumen Service Desk is licensed as an All-in-One solution and does not require the purchase of server and user licenses on a process basis, unlike most Western vendors. In order to optimize expenses, user licenses are divided into 2 types: registered and competitive.
• Fully cross-platform solution: the product runs on operating systems of the family Linux Solaris Windows ,,,,,. DBMS Oracle Microsoft SQL Server PostgreSQL
• Active development of the solution. New releases are released every 5-6 months and include a significant feature update. Over the past 2 years, reporting modules, remote workplace connectivity, universal planning module (Gantt chart), integration modules with CTI, link visualization and workflow visualization modules have been developed.
• More than 330 ITSM projects have been implemented on the basis of Naumen Service Desk in Russia, Kazakhstan, Belarus, Azerbaijan, Uzbekistan. The product is being developed taking into account the requirements and wishes of customers.

Naumen Service Desk. Incident card customized by mouse clicks

Naumen Service Desk. Management Reports

Naumen Service Desk. Visualizing Links in CMDB

Naumen Service Desk. Gantt chart

Naumen Service Desk. Advanced Reporting Tools

The Naumen Service Desk allows you to:

• Build an efficient support service
• implement IT management service model;
• Ensure full management of enterprise IT assets
• Simplify and make transparent communication with IT customers
• ensure the management of development projects;
• Generate diverse reports on IT and service activities.

The product is designed in accordance with the requirements of ITIL and ISO 20,000, as well as on the basis of many years of experience of projects carried out by NAUMEN and its partners in Russia and other CIS countries.

More than ITSM

The scope of Naumen Service Desk is not limited to the automation of processes in IT departments: the product allows you to implement a service approach in various services of the enterprise (ACS, engineering services, etc.), as well as automate service processes in service companies operating according to the outsourcing model.

You can also use the Naumen Service Desk to automate related processes that exist in IT services, from development, project, and document management to procurement management and inventory.

The Service Management Automation Platform (SMAP), developed by NAUMEN, provides extensive service management capabilities. Its key benefits include:

• rapid creation of a prototype of the process and its functionality, with subsequent debugging of the process and its commissioning;
• Replicate the configured process by exporting and importing setup templates.

2023: Compatibility of Naumen Service Desk and Naumen Service Desk Pro with Rosa Cobalt and Rosa Chrome OS

STC IT ROSA and Naumen have entered into a strategic partnership agreement that provides for the joint implementation of digital transformation projects for companies and government authorities to manage digital infrastructure, client communications and service. The STC IT ROSA announced this on August 21, 2023.

At the first stage of the partnership, the companies carried out comprehensive technical work to ensure the compatibility of Naumen Service Desk and Naumen Service Desk Pro solutions with the operating systems of Cobalt ROSA and Chrome ROSA. Read more here.

2020

PinkVerify Certification Confirmation

On June 8, 2020, Naumen announced that in 2020 it confirmed that the Naumen Service Desk software product complies with ITIL's service process building practices by passing PinkVerify's annual international certification.

During the certification, independent experts from Pink Elephant confirmed the full functional compliance of the NAUMEN solution with respect to the following processes:

• Incident management;
• Service Request Management;
• Problem Management;
• Change Management;
• Event management;
• Knowledge Management;
• Service catalog management;
• Service Level Management;
• Manage service assets and configurations.

For our customers, the use of a product that actually embodies the ITIL recommendations is an opportunity to realize the global experience of managing IT and other service services in their organizations. Dmitry Rubin, Director of IT Automation Systems and Service Processes at NAUMEN.

The criteria for certification of Service Desk systems according to ITIL 4 will be prepared by Pink Elephant later in 2020, but already when creating products, NAUMEN lays down the practices of the fourth version of the library, in particular: tools for managing the joint creation of products and services, taking into account the use of flexible development methodologies and the need to build a single chain of interaction between suppliers and consumers of the service. Also in focus is the development of intelligent product technologies that will transform the very process of providing and supporting services: self-service systems, robotization and predictive analytics.