ALP Group has optimized the financial model of the service line of business on the ITSM 365 platform

2022: Automate service for SMB customers with ITSM 365 platform

IT company ALP Group has automated the service for small and medium business customers using the ITSM 365 platform. With the implementation of this solution, the organization reduced IT support costs, as well as implemented a motivation program for service specialists. About 2 thousand client applications are processed monthly on the platform. This was announced on February 14, 2023 by representatives of Naumen.

The ITSM 365 solution allowed the company to streamline its external service. Due to the flexibility of the system settings, separate service catalogs and SLA agreements have been formed for each client, based on which executors and deadlines are assigned for tasks. The solution implements the dynamic parameter "application weight": for example, as the scheduled response dates for the appeal approach, the priority increases. The indicator can also be influenced manually by the head of the service unit, if necessary. For system users, there are two customer-side statuses - normal and VIP. Applications from the latter automatically receive a dedicated specialist. About 50 service employees are working on the execution of client requests in ALP Group.

The solution is integrated with the company's external information systems. Personnel data is imported into ITSM 365 from Active Directory (AD) directories, and information about various failures in the client IT infrastructure is imported from the Zabbix monitoring system.

On the ITSM 365 platform, the labor of service specialists on the first support line is calculated automatically - from the moment the request is accepted for work until it is closed. In turn, there are service limits for each client time : as soon as the system records that the time prescribed in the contract approaches the threshold, the ALP Group manager automatically receives a notification and can offer the client additional service.

Using the ITSM 365 platform, the organization motivates service employees to take requests with a high "weight": the priority of the request is converted into points, which are then awarded to the performer. Thanks to the solution, the company analyzes the effectiveness of personnel. Managers see information about the load of service employees, labor costs, the percentage of tasks solved and assessments for the quality of execution in the form of a visual dashboard.

Linking labor to service periods in ITSM 365 not only helps to correctly bill for the services provided, the ALP Group financial model in the small and medium-sized business segment is based on this process. It is important to understand how many resources are spent on supporting a particular client, and how much you really manage to earn on it. Depending on this, the company's pricing policy is built, the terms of cooperation with customers are adjusted, told Maxim Bereza, Head of Small and Medium Business at ALP Group.

Thanks to the simple interface and understandable logic of ITSM 365, ALP Group specialists switched to the platform from the previous solution as quickly and painlessly as possible. And the possibilities of flexible system configuration made it possible to build processes in such a way as to satisfy all current business needs, noted Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).