Three Aerodynamics airports replaced the American solution with the domestic Itilium system from Desnol

2024

Translation to "Service Desk Itilium" of Sochi, Krasnodar and Anapa airports

Aerodynamics"" implemented the project in the region. import substitution software Airports, and Sochi Krasnodar Anapa completely switched to the Russian a service control automation system, Itilium replacing the previous the American system. Ivanti The plans are to connect to the system Vladivostok Airport. On December 19, 2024, representatives of Desnol Soft reported this.

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Фото: Sochi Airport Press Service

According to the company, the transition to the Itilium solution (a prototype of the 1C:ITILIUM, which has been developed jointly by Desnol and 1C since the beginning of 2024) was due to the need for import substitution and ensuring technological independence, increasing the efficiency of IT infrastructure management and minimizing risks for uninterrupted operation of airports - critical infrastructure facilities. Timely and high-quality incident response in airport IT systems is key to maintaining security and operation of all systems: for both employees and passengers.

In addition, the use of a domestic solution to optimize the efficiency of 1C-based service management significantly optimizes the process of personnel training, since the system interface is familiar to many due to the widespread use of the 1C: Enterprise platform in Russian companies, and navigation on the Itilium web portal is implemented according to the same principle that is used in other public services familiar to each.

Itilium has optimized the process of processing user requests thanks to the integrated web portal on the Bitrix platform. About 2000 users of the holding "Aerodynamics" have the opportunity to register, if necessary contact through the self-service portal, then more than 190 performers work with requests, taking into account the employees of the operation services, whose tasks are received by the EAM asset management EAM system 1S:TOIR KOP through Itilium. The web portal provides users with access to the form of registration of cases, their status, history of execution, makes it possible to assess the quality of work performed or return requests for revision. This process provides a significant increase in the quality of interaction between the departments ordering services and the departments performing work on requests.

The introduction of Itilium and its integration with the solution of the KORP 1S:TOIR from the developer and integrator Desnol made it possible to go beyond IT services and apply the ESM approach to optimize the quality of service management. Depending on the selected service and configuration handling units are automatically distributed to working groups within Itilium or transferred to the BCC 1S:TOIR for execution. After the work is completed, information in the opposite direction is sent to the customer.

This approach made it possible to combine the services of eight different services at each airport into Itilium. Now, in one place, all services of all service services are available to customers: from an idle personal computer at the reception desk to a broken gas pedal of an aerodrome tractor. Taking into account the database 1S:TOIR KORP, more than 85,000 configuration units (KE) were added to the system, distributed between three airports: Sochi - more than 31,000 KE, Krasnodar - 34,000 KE and Anapa - 22,000 KE.

The choice of a solution for managing the IT infrastructure of the Aerodynamics holding was held on a competitive basis. The system was supposed to maintain all the usual and necessary functionality, as well as be able to expand and refine for the needs of the holding. Itilium was chosen as an option that met all these requirements. The annual cost of supporting the former Ivanti system was comparable to the cost of implementing Itilium, including licenses and maintenance. Aerodynamics plans to continue developing the capabilities of the service management ecosystem in terms of accounting and writing off materials through the Itilium system. Also in the testing stage is the functionality of registering requests using the mobile interface of the web portal by reading QR codes to optimize the process of registering an appeal and reduce the risk of choosing an incorrect CE.

Transition to Service Desk "Itilium"

The Aerodynamics group of companies, one of the airport holdings in Russia, has switched to the domestic POService Desk Itilium, developed by Desnol Soft. A single service center has been organized on its basis, through which all issues related to aircraft maintenance and air transportation of the company's three airports are resolved. Desnol Soft announced this on April 3, 2024.

In the summer of 2023, the Aerodynamics group of companies decided to abandon the imported Service Desk. On the basis of this solution, the holding managed IT services, but the withdrawal from the market of foreign vendors entailed an increase in prices for the services of those who remained, as well as problems with communication on the development and refinement of the system.

The Itilium system not only replaced the functionality of its imported predecessor, but also significantly expanded it by combining all the company's service services (Enterprise Service Management) under its wing. IT department, operational services and even HR and accounting - working in one system allows you to solve any issue faster, and also makes the process of interaction between service customers (airport employees) and service providers (airport employees and contractors) absolutely transparent. The main pool of applications, of course, is associated with the repair and maintenance of aircraft, issues on air transportation, passenger service.

Six months after the implementation of the project, an airport in Sochi is already operating on this principle, and after the restrictions on flights in the Krasnodar Territory are lifted, the changes will be able to be assessed by passengers and employees of airports in Anapa and Krasnodar.

The main feature and complexity of the service management process automation project was that we needed to integrate Service Desk with the 1S:TOIR system operating in the holding to manage repairs. This is due to the fact that a large number of requests from us are related to the operation of aircraft, equipment at airports and engineering systems, "said Eduard Logvinov, head of development at Aerodynamics. - We work in the 1C ecosystem, therefore, the implemented Service Desk was chosen on the basis of the 1C: Enterprise platform. Itilium has seamlessly built into the digital environment and now we process all applications on various issues according to the "one window" principle.

Let's give an example of how it works. High summer, high season, July month. Outside, the temperature in the shade exceeds 35 degrees. A similar alignment is reflected in the temperature inside the Departure Hall, where a large number of passengers gathered in anticipation of boarding. If one of the elements of the climatic equipment does not work any of the employees of the air harbor, whether it is an employee of the Transportation or Safety Service, can apply through the Service Desk, and depending on the selected service and equipment, the call automatically gets to the responsible specialist.

If the problem arises due to a failure in the IT infrastructure, then the IT specialist will receive the application (and work it through the Service Desk), if the complexity with the technical equipment, then the appeal will be registered in the Service Desk, the web service will get into the 1C system:TOIR will already be worked out in it: an application for repair has been created, the service has been completed, the work permit has been closed, which the customer of the service will learn about from the Service Desk, from where he sent the appeal.

As of March 2024, up to 500 requests for service, repair or other technical work are registered in the system per day.

The Service Desk Itilium implementation project took three weeks, and within six months we adapted and developed the system for our tasks on our own, - Eduard Logvinov shares the first results. - As of April 2024, we implemented the system, made all the necessary integrations, set up reporting, conducted testing and at the end of 2023 entered the normal operation mode.