Rostelecom: Enterprise service management platform (ESMP)

Main article: IT Service Management (ITSM)

ESMP (Enterprise Service Manager Platform) is a software platform for creating a full-fledged service management system and automation of service departments of large organizations and enterprises.

2024

The ability to select services that will be visible to employees or customers on the home page

RTK IT Plus has updated one of the modules of the ESMP platform, which is responsible for creating and managing requests to service units, including using smart search. The updated version has a number of functions: flexible configuration of portal sections, the ability to configure popular services, surveys of various complexity, as well as form versioning in the administrator interface. Rostelecom announced this on July 30, 2024.

source = Rostelecom

The Client Portal module consists of a client partition and an administrator partition. Therefore, the main refinement was the availability of flexible configuration of portal sections without the need for development. So, for example, it became possible to configure the display of portal menu items, rename all buttons and names on the portal, configure data management in the card - select the necessary fields from the available ones and the display sequence, and manage styles, including adding the necessary fonts, as well as a designer for creating response forms when agreeing on a request. Now the rejection of the application can be accompanied by a checklist that will help the conciliators understand the reason for the refusal. In addition, the developers have added a number of new controls: a "calculated field" with which you can calculate the values ​ ​ indicated in the form, a "scale" for evaluating statements, and many others.

This version of the module also has the opportunity to select services that will be visible to employees or customers on the main page. According to the vendor, this functionality, in turn, will help reduce the time to search for services, allocate the necessary services for specific employees, addresses or companies using the subscription functionality. In addition, the update will generally increase the number of applications submitted through the portal due to the convenience of searching for services.

The updated version also introduced the function of creating survey forms and collecting results on them. This revision includes polls with standard field types, the ability to upload statistics, a role management designer, and subscription mapping.

The developers did not forget to take care of the development of the technological base of the module. First, process logging on the portal was configured to speed up error detection and correction, as well as increase data transparency for customers and partners. Secondly, the transition to Java 17, Spring Boot 3, Elastic and 3 vue was made, which made it possible to create a single library and speed up not only the portal through new technologies, but also the development process by 20%.

Form versioning was also implemented in the administrator interface, making it possible to return to any of the latest five versions of the portal. This not only reduced the risks of administrator errors, but also reduced the time to fix errors by 70%, made it easier to find errors by 20%, and also increased the speed of administrators by 10%.

We carry out comprehensive work on the development of our product. First of all, in order to make it convenient for customers to work with him. The client portal is used not by administrators, but also by ordinary employees, for whom the speed of placing an application and deciding on it is of great importance. That is why we always focus on creating convenient tools within the framework of our IT for People concept. We are confident that the latest updates to the client portal are another step towards making the work fun and a good result, "said Arsen Blagov, General Director of RTK IT Plus.

User Desktop Metrics Directory

On July 18, 2024, RTK IT Plus announced the update of the Metrica module of the ESMP platform, which is responsible for the formation of visual dashboards and the creation of reporting. So, in the updated version, a catalog of metrics for the user's desktop appeared, the designer of the report order form was introduced, the transition to an alternative graphics library was made, and the performance of widgets was optimized.

source = "PTK IT Plus"

According to the company, one of the significant changes was the creation of a catalog of metrics, which makes it possible to form the set of metrics required for the user from the predefined library on the desktop. The updated functionality will allow you to add and track all the metrics important to the user on the desktop, as well as flexibly configure them from libraries for their own needs, taking into account various parameters (for example, support groups, services, performers, call receipt channels, etc.). In addition, it became possible to obtain information on key indicators from different data sources and exclude different interpretations of the methodology for creating a metric by different users.

source = "PTK IT Plus"

The updated version of the Metrica module also received an alternative graphics library that reduces the risks associated with the use of proprietary components, which is especially important in the context of sanctions pressure. Thanks to this, the developers were able to optimize the performance and responsiveness of interfaces by 3.5 times, reduce RAM consumption by 20%, and increase the download speed of dashboards with a data depth of 12 months by 30%.

In addition, a report order form designer was created to reduce reporting order errors. With the help of this functionality, the user will be able to flexibly configure the rules for validation of report filters so that the input data meets the requirements necessary for its correct formation, determine the order of the filters for the convenience of working with the report order form, as well as determine the logical rules for setting and validation of these filters depending on the selected values ​ ​ in order to provide business logic for building the report.

Also, in order to optimize the convenience of working in the reporting module, it was possible to customize the sorting of selected dashboards on the desktop and form summary tables of arbitrary complexity according to the pre-configured data set.

We see that the reporting functionality is in particular demand among customers, which is primarily due to the fact that enterprise-level companies need to assess the effectiveness of individual service units to achieve common key business indicators. The Metrica module allows you not only to collect the necessary information, but also to automate this process. Updates will optimize data collection and system quality. noted Arsen Blagov, General Director of RTK IT Plus

By the end of 2024, the developers plan to expand the capabilities of the current role model to more flexibly configure the areas of responsibility of administrators working with reporting, to make open the details of the data of interest on dashboards. The function of demonstrating current metrics on third-party web resources will also become available.

source = "PTK IT Plus"

As of July 2024, the unified ESMP platform includes 5 modules: a single window self-service portal with intelligent search, a constructor module for automating service processes of any complexity in the concept, low-code service for optimizing search, automating the processing of user requests and documents using, neural networks designer for creating dashboards and reports for converting data into understandable infographics analytical and reporting, intelligent service with functionality chat boats and integration with. messengers Each module can be integrated with different systems and entered into the - IT landschaft.

2023

Change the logic of the purchase requisition card

Rostelecom on October 27, 2023 released an update to the platform, in particular the Service Manager module. In the updated version, the application card has been completely revised, the logic of working with it has been changed. In addition, the design of the application tape was changed: it received a less loaded and more functional interface. The developers paid special attention to the speed of loading the application feed, which will allow you to work with them more efficiently.

A number of features have been updated in this version of Service Manager, both in the requisition card and in the requisition feed as a whole. For example, in the application feed, it became possible to independently customize the convenient view according to the necessary parameters, as well as use the sort type, filter, group and number of records in the table. In the very table of execution of applications, graphic elements appeared, as well as the designation of the time of execution of applications and the time of response. In addition, the set of requisition attributes for tape output has been expanded - more than 20 additional fields have been added.

The developers have also taken care of features that improve the usability of the interface. This includes pagination at the top and bottom of the page, a button to rewind the page down, scrolling a table with a fixed column title header. The ability to search for applications in one line was improved - by the exact number of the application. Thus, a full-text search displays the results in the ribbon with the ability to save the search result as a new view. In addition, the search bar contains functionality for development - searching for any type of objects in the system.

The application card interface has also been completely redesigned. Thus, the logic of working with the application and the layout of the application have changed: the status of the application and its priority have been brought up. In addition, now everything information on the request is placed on separate tabs, and tasks received through the Client Portal module are placed in each individual task. Also, the table with notes has changed in the application card - now it is navigational. The main innovation is a menu that allows you to open the previous stages of coordination and see the text of the task, the solution for coordination. In addition, a color palette of notes has appeared, which, in turn, allows you to quickly navigate them.

We have done a great job of updating not only the interface of the application card, but also its functionality. We increased the speed and convenience of navigation in the application feed and in the card itself - the operating time in the system was reduced to one click. The interface of the right information block in the request card also received an update - now the administrator has the ability to display any fields in the block that can be hidden, and in the blocks themselves appeared SLA associated with reaction time and other parameters. As a result, it is convenient to use the module at any level, - said Rostelecom, director of service quality at the Information Technology Block. Arsen Blagov

Compatible with "Red OS" version 7.3

Companies Rostelecom DPC"" and RED SOFT"" announced testings the implementation of the ESMP platform for compatibility of their products, which allows automating the work of service departments, operating system RED OS and version 7.3. Rostelecom DPC announced this on April 13, 2023.

As a result of testing, the companies confirmed the compatibility of products, as well as the correct operation of the ESM platform on the domestic operating system.

RED SOFTWARE continues to actively expand the RED OS ecosystem. To do this, we are developing a technological partnership with Russian developers. Thanks to cooperation with Rostelecom DPC, an enterprise-level platform is now available to RED OS users, which allows you to create a full-fledged service management system for large geographically distributed companies, "said Rustam Rustamov, Deputy General Director of RED SOFT .

An import-independent solution based on the ESMP service departments automation platform and the RED OS operating system is in demand on the market. We will continue to develop a technological partnership with RED SOFT, "said Arsen Blagov, Director of Service Quality, Rostelecom Information Technology Block.

As of April 2023, ESMP (Enterprise service management platform) is a domestic enterprise-level ITSM platform designed to automate the work of any service units from IT to HR. The development includes several modules: a service desk, a client portal, a module for creating digital assistants - a chat bot and a linguistic self-learning module - a neural network.

2022: Adding an ITAM Module

The Russian ESMP service division automation platform has expanded its functionality. The platform was replenished with the ITAM partner module developed by Skyfall Labs. This was announced by Rostelecom DPC on October 5, 2022.

In the summer of 2022, Skyfall Labs announced the launch of the SkyV ITAM partner module. The module is part of the Enterprise Service Management Platform (ESMP). This "bundle" allows you to organize seamless integration ITSM-processes and ITAM on a single IT-platform, organically complementing each other, as well as manage the life cycle of ICT assets.

The module has a number of advantages. Among them are the ability to flexibly configure both the supported types of ICT assets and the permissible relationships between them, as well as an open high-performance API for the rapid implementation of all the necessary integrations. The SkyV ITAM architecture allows you to create "industry-level" software platforms that can scale to any number of users or data sources. The use of the module allows you to solve the problems of accurate calculation of the cost of providing IT services, planning and monitoring the implementation of repair and preventive work, as well as the inventory of ICT assets.

Skyfall Labs decided a few years ago to develop its own system for managing IT assets. And under the conditions of sanctions, when many Western vendors left the Russian market, this product became the most relevant. Given the importance of an integrated approach when switching to domestic software, we decided to integrate the SkyV ITAM module into the ESMP ITSM platform, "said Maria Barteneva, CEO of SkyFall Labs.

ESMP is a large-scale system that allows you to make a smooth transition from the ITSM platform of the Western vendor to domestic software. At the same time, cooperation with our partners helps us to offer customers an integrated approach to digital transformation, "added Arsen Blagov, director of service quality at the Rostelecom Information Technology Block.

The companies RostelecomDPC"-" and "Skyfall Labs" signed a partnership agreement in January 2022. As part of the agreement, companies will jointly form a roadmap for the development of software products.

2021

As of December 2021, ESMP is a software platform that allows you to build a full-fledged service management system one in large geographically distributed companies. On the basis of ESMP, you can automate the processes of management, IT CSR, ACS, HR and other service departments.

Add Smart Video Agent Video Assistant

On December 15, 2021, the Rostelecom Group of Companies announced the continuation of the expansion of the functionality of the Enterprise Service Management Platform (ESMP) domestic service management system. Thanks to a partnership agreement with the Russian company ALTUERA, the solution was replenished with a video assistant Smart Video Agent (SVA). SVA saves the time and resources of IT technicians, and also allows you to execute requests without remotely connecting to a computer. An employee can resolve service calls in the format of one phone call, and their compiler can get help faster and more efficiently.

With SVA, you can diagnose and solve technical problems with the hands of the client without constraining it and without delaying the time for troubleshooting. This solution significantly improves customer experience, increases NPS and increases the amount of services it consumes. The client does not need to explain his problem by phone, and the specialist - blindly solve it. There is no need to call a technical specialist, spending time and money on this, - commented Alexander Bogachenko, General Director of ALTUERA.

One of the pros of the update is security. The client performs all actions inside the system on his own, using his smartphone. The specialist does not connect remotely to his work systems, accounts and equipment, does not use his personal data and does not receive any access. And information from the call is recorded on the internal servers of the company through an encrypted channel. Both solutions are a completely domestic development.

The ESMP system has huge functionality and potential for development. This time we supplemented it with an additional useful solution. It will help explain to the user how to perform certain actions if remote access is not available or difficulties arise that require turning on the camera. This is a good addition to our volumetric system, "said Arsen Blagov, director of control and quality of IT services at Rostelecom Data Center.

The ESMP software platform was created to automate the processes of managing IT, CSR, ACS, HR and other service departments. For December 2021, it already has a large range of solutions for managing services in a single window.

ESMP consists of five modules, each of which can be integrated with any systems and fit into any IT landscape. These are a general service manager, a client portal, an analytical module for metrics and dashboards, a module for creating digital assistants and a linguistic self-learning module for optimizing the process of processing messages.

Integration with Inventory Control and Technical Support System (SKIT)

On December 8, 2021, the Rostelecom Group of Companies announced that it had combined two IT products: the ESMP software platform for managing services and the Inventory Control and Technical Support System (SKIT). The interaction of the combined systems will allow building a fully automated process of monitoring and managing configurations, including communication channels, server and communication equipment. Thanks to integration, users now have access to auto-discovery (automatic data collection), as well as the collection and analysis of numerous metrics for capacity management. All this data will be sent to the ESMP system.

The solution not only automates the process of control, data collection and inventory, but also significantly improves the quality of services by eliminating the human factor. After monitoring identifies a potential problem, the system automatically initiates the necessary IT processes to investigate, determine the root causes, promptly resolve, and prevent such incidents in the future. Algorithms embedded in the program code of the complex accompany IT specialists along the entire decision-making path, providing the necessary information and predicting the most likely scenario. Using metric management, you can get clear and thorough reporting on the operation of equipment and servers.

From the point of view of configuration and asset management, integration will automate the processes of input and output of configuration units and assets from operation, as well as regular inventory of CU. The combined solution will also help reduce the overall response time to events in the system. Thanks to the architecture and deep study of interfaces between software modules, the complex provides ample opportunities for its configuration, adaptation and seamless integration into the contour of various IT landscapes.

The joint solution of the Rostelecom group of companies is a completely Russian product. Its components fully comply with the requirements of the "Unified Register of Russian Programs" and regulatory documents in the field of information telecommunication technologies.

"We were faced with the task of creating an auto-discovery software product that is not inferior, but in a number of characteristics, superior to imported IT solutions. On the one hand, it was necessary to ensure a tremendous speed of its operation, on the other, versatility and adaptability to interface with a wide fleet of equipment, programs, IT services, etc. In our luggage, we now have experience and skills in monitoring various computing and network complexes, data center life support equipment, real-time systems and process control, "commented Sergey Rybakov, Director of the Competence Center for SKIT Service Development.

"Integration of systems will allow us to build full-fledged processes for managing events, configurations and assets. More quickly, problems and incidents are recorded and responded to. From the point of view of configuration and asset management, we get automation to keep CMDB up to date. In general, we come to work in a single information field, with one tool, and also reduce the total labor costs, "added Arsen Blagov, director of control and quality of IT services at Rostelecom Data Center.

ESMP composition

The Enterprise service management platform for December 2021 includes: ESMP Service Manager, supplemented by the Self-Service Portal (ESMP Portal), Analytical (ESMP IT Metric), Neurolinguistic (ESMP Lingvo) modules.