Agrocomplex named after N. I. Tkachev switched to Naumen Service Desk Pro to manage IT services

2025:

Agrocomplex named after N. I. Tkachev switched to Naumen Service Desk Pro to manage IT services. Naumen (Naumen Consulting) announced this on March 3, 2025.

The service is used by 14 thousand employees. The project, carried out as part of import substitution, took only three months.

Prior to the introduction of Naumen Service Desk Pro, Agrocomplex used a foreign Cireson SCSM solution to provide IT services. The main criteria were the wide possibilities for configuring the system, as well as the presence of a developed, easily configurable self-service portal - the system had to cope with a large flow of requests to the service service. It was also important to reduce the burden on performers. In the new system, 95% of IT support requests are received through the self-service portal.

Applicants do not need to look for an executor - it is enough to register a request on one of the channels. At the same time, the most popular of them is the self-service portal: employees independently register 85% of all requests. For the convenience of using the portal, a service catalog has been developed - in accordance with ITSM practices and taking into account the peculiarities of the company. The current status of applications is available at any time in your personal account.

The project also includes integration with the mail service. As a result, mailed cases are automatically registered with Naumen Service Desk Pro. This significantly reduces labor costs for accepting and processing applications.

The service is used by 14 thousand employees of the company, who register 16.5 thousand calls per month. Services are provided by 400 specialists. It was possible to reduce the burden on performers by automating the processes of managing incidents and support requests, as well as using self-service technologies. The project was implemented within three months.

"To replace the IT services management system, we chose Naumen Service Desk Pro and were able to implement the project in-house as soon as possible thanks to high-quality technical documentation and support from the vendor team. As a result, we managed to unify approaches to managing the IT service throughout the holding, significantly reduce the burden on performers, and improve the quality of providing IT services, "- Dmitry Bekin, Information Technology Director of Agrocomplex named after N. I. Tkachev.

"Naumen Service Desk Pro has enabled Customer to improve service processes and automate previously time-consuming operations. Thanks to no-code technologies, the enterprise can independently adapt the system to the changing needs of the business without involving developers, which reduces the time and cost of refinement. In addition, the solution architecture provides the opportunity to receive up-to-date updates and develop with the product, maintaining compliance with modern requirements without large-scale changes, "- Jan Kuznetsov, Head of Practice, Service Management, Naumen.