"Aerodynamics" switched to Service Desk "Itilium"

2024: 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.