AgroTerra builds a common service center based on the ITSM 365 cloud platform

2023: Porting Service Support Processes to ITSM 365

On August 15, 2023, Naumen announced that the AgroTerra group of companies, a representative of the Russian crop sector, had transferred service support processes from a foreign solution to the Russian cloud platform ITSM 365 (part of the Naumen Group of Companies product line). The project was the first step towards the formation of a common service center (CSC), uniting all service divisions of the company. Every month, the system processes more than 2.2 thousand applications for IT, HR and legal departments, a contract management center, etc.

AgroTerra automated the work of service units using the ITSM 365 product: a directory of 65 services and routing of calls received through various channels were configured in the system. Users can send an application by e-mail or in a special chat, as well as create a platform or mobile application on their own in their personal account. In addition, on certain dates, according to the regulations, requests for planned work are automatically generated. In total, 15 support commands are processed in the system.

The integration of ITSM 365 and 1C allows users in applications to operate only with up-to-date information about equipment, performers, etc. The platform was also integrated with the Zabbix monitoring system, which opened access to services related to the operation of weather stations.

According to the customer's feedback, thanks to the ITSM 365 solution, the company has improved the efficiency of processes that require approvals: the system is configured to notify the responsible persons daily about the need to apply for applications.

"The ability to adapt the ITSM 365 platform to our business processes was assessed not only by specialists from departments that are already working with this tool, but also by colleagues from related departments. Many managers themselves take the initiative to connect their services to the IT solution, "said Dmitry Stryukov, head of IT support at AgroTerra Group.

"Since AgroTerra headed for the creation of a common service center that includes all service divisions of the organization, the company needed a tool that could automate not only IT support, but also any other business processes. ITSM 365 was ideal for these criteria, "said Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).