Akron Holding automates IT service management with Naumen Service Desk Pro

2025: Naumen Service Desk Pro Implementation

Akron Holding automated IT service management with Naumen Service Desk Pro. Naumen announced this on March 31, 2025.

The project in a diversified industrial holding covered the automation of the provision of services to the company's employees, as well as support for the operability of the IT infrastructure. 300 specialists are involved in service and process 20 thousand requests monthly using the Naumen Service Desk Pro ITSM system.

Akron Holding sought to build a transparent, regulated service support system that would allow you to flexibly manage IT services, understand what resources require it, and be able to analyze the quality of service. To do this, the company chose the product Naumen Service Desk Pro - a functional platform that contains a ready-made architecture of service processes designed on the basis of the ITIL methodology.

First of all, the company has implemented basic practices: service management, incidents, service requests, knowledge and process continuity. The next stage of the project was to automate the management of problems, changes and configuration units. As of March 2025, 450 IT infrastructure facilities are registered in the system.

When implementing change management, the labor costs of Akron Holding developers and analysts are recorded, which allows you to understand the needs and plan resources for the development of your own business applications.

Akron Holding's service processes involve 300 IT specialists. With the help of Naumen Service Desk Pro, they process more than 20 thousand applications per month from 12 thousand users. Three channels are available for submitting requests: a self-service portal with an intuitive interface, a single email address and a dedicated technical support phone number. At the same time, more than 40% of employees prefer to send requests through the portal.

Due to automated routing, the time for a request to work with the performer was reduced to a minimum. As a result, the processing of each request is transparent, taking into account the time spent by specialists. Based on data from Naumen Service Desk Pro, a reporting pool is formed that helps manage the operational efficiency of IT departments and is the source for confirming employees' KPIs.

On the way to the digital transformation of our holding, we give priority to reliable domestic solutions that meet the high requirements of functionality and security. The introduction of the ITSM system, namely Naumen Service Desk Pro, was a strategically important step for us, which allowed us not only to optimize the basic IT management processes, but also to increase the transparency of the entire IT service. This gave us a clear understanding of team load, improved resource management, and improved IT services. In addition, the ITSM system has significantly increased the maturity of the IT function, creating a solid foundation for further innovation. This is especially important on the eve of the introduction of new technologies and solutions based on artificial intelligence, which will become an integral part of our IT processes, "said Vladimir Rudenko, Deputy General Director for Information Technologies and Business Digitalization, Akron Holding Group.

The project at Akron Holding demonstrates how an ITSM system based on no-code technologies can become a tool not only for automation, but also for transforming the interaction between business and IT. The flexible settings of Naumen Service Desk Pro allowed the customer to build an adaptive service model in which business units are actively involved in managing IT services, making work more transparent and manageable, reducing barriers between teams and speeding up decision-making. As a result, the company received not just an automated system, but an effective mechanism for the development of IT services in a single business ecosystem - said Jan Kuznetsov, head of practice at Service Management, Naumen.