"Ania Plast" arranged work with the help of the Service Desk Itilium system

2019: Implementation of Service Desk Itilium

On September 13, 2019 the Desnol Soft company announced the implementing solution Service Desk Itilium in ANI Layer company.

Need to conform to international standards became one of catalysts for business process automation. The first process which "ripened" for automation — maintenance and repair of the equipment. Responsibility for smooth operation of automatic molding machines and a packing equipment lies on specialists of technical inspection department. Having noticed fault, controllers on the radio set notified on it servicemen. The worker accepted the request or not, it was impossible to trace. If the serviceman managed to start independently after diagnostics the machine, then it on the radio set notified the controller on success, otherwise — left the paper request for repair on a table of the technician or mechanic. The employee repaired the machine, the controller returned to the place of failure and took over work. Reported on the executed repairs in registers. But paper work distracted specialists from direct duties, magazines were filled out irregularly, and requests were lost. The management could not trace a way of requests and check a situation with idle times on production, and in collective there were misunderstanding because of the lost requests and time. In day tens of requests collected, performance of the company in general depended on their high-quality processing. Continue work on the old scheme it was not represented possible any more — automation was required.

The second process which it was necessary to automate — start of a new product. The management or department of planning of the market generated the idea and made out the request, designers created the project, other services selected materials and counted idea realization value. If the project at this stage was approved, then started following — to print models on the 3D-printer, to order compression molds and to make samples. As a result the product was put in production if is not present — reasoned project closure. Labor-intensive process could last for half a year, and the tool which would help to reveal, who (or that) slows down work, and to define optimization points, was not.

Search of the solution stopped on the Service Desk Itilium system. When choosing software of ANI Layer company it was important:

1. the Solution should provide passing by the company next certifications of a quality management system on the international standard ISO 9001:2015.
2. the Possibility of easy integration with the accounting systems of 1C. In the Itilium configuration mechanisms (a set of web services) which allow the program to be integrated with any information system are implemented.
3. the Reasonable cost of a product at compliance to world practices of the organization of the process approach in business. Providing functionality on an equal basis with the western ITSM solutions, Service Desk Itilium costs cheaper.
4. Compliance of methodology of ITIL regarding the organization of process of repair, determination of its quality, time of response to the request and execution of works. With the help Itilium it is possible to place limits of responsibility: approve combined actions of servicemen, staff of technical inspection department and the management.

"Originally the project looked standard: to start a system, it is necessary to enter consistently data in Itilium, to create the directory of services and to teach employees to work in the program. Already "in the field" formalizations of processes of repair of the equipment and start of a new product faced a problem. Standard regulations and instructions in this situation did not work, and business processes of "ANI of layer" did not describe. The Desnol Soft command studied features of activity of the company and together with employees issued the directory of services reflecting an algorithm of maintenance of machines and creation of new parts. For convenience of users of a system made step-by-step instructions: the questions "where to whom, in what situation and in what sequence to click" at employees do not arise — "crib" near at hand. At the same time the Itilium configuration did not demand additional completions: all processes were configured on the basis of basic functionality", Vyacheslav Sudakov, the head of department of IT "ANI layer" noted

"We created the directory of services clear to users, having grouped services in departments of the company. For example, department of the chief designer "design documentation" provides service. But it was impossible to use one template for specific types of activity, we added service "the unregistered equipment downtimes" without instruction of division. It saves time of controllers and reduces equipment downtimes: employees do not look for service in the list of departments, and quickly create the address, specifying type of the equipment which failed. In addition, we connected mobile application "Itilium +" — that it was possible to register breakdown, without departing from the faulty machine. In 2 weeks it was succeeded to achieve accomplishment of the strategic requirement — the authentic description of business processes and also to unroll a system taking into account wishes of users: mandatory fields in documents, notifications were configured at registration and closing of addresses, conducting correspondence according to documents. Nearly 30 employees on places mastered functionality in 1 day", 'Evgeny Spiridonov, the consultant Desnol Soft noted'

The solution Service Desk Itilium in ANI Layer company answers "no" — to radio sets, paper magazines and the conflicts because of the lost requests. According to the results of the project if on the section assigned to the controller the equipment stands idle, the employee creates the address in a system through mobile application which automatically comes to mail to the responsible serviceman. It executes diagnostics, initial repair and closes a dress, attaching necessary files; in case of serious breakdown the technician or the mechanic is connected and continues works. Execution of the request is confirmed by the initiator — the employee of technical inspection department. Itilium fixes stages of works, their duration, results and informs the carried-out tasks interested about.

Also start in production of a new product is automated. The initiator on a template creates the address, further to the employees, responsible for specific sections, orders automatically are sent: on technical specifications, on assignment of the code and name of a product, on development of design, an assembly technique and packaging. In a system bring comments, attach any files and documents. Itilium saves information and history of incidents on the basis of which make the decision: "be or not be" — to make a new product or to put away economically unprofitable, unclaimed idea in a basket.

The company management "ANI layer" is used by Itilium as the instrument of monitoring of the current situation on production and the lever for increase in effectiveness of work of all employees. Accuracy of execution of tasks and determination of spheres of responsibility grew, as a result control automation by production processes provides compliance of a quality management system to requirements of international standard ISO-9001:2015.

Qualitative result of system implementation Itilium in "ANI layer" — reduction of conflict situations because of the lost and outstanding requests and achievement of coordination of actions in a command. A system works as the tool for development of internal customer focus. In healthy moral atmosphere and at the effective organization of communications the staff of departments works with bigger return.

"The Service Desk Itilium system learns to work in a command. Thanks to it specialists of technical inspection department, employees of the working group of servicemen, mechanics and technicians hear each other, and everyone can confirm with deep arguments that he executed the obligations for control of operation of the equipment in workshop", Mikhail Prudovsky, the head of service Quality Department "ANI layer" noted

"We have a real opportunity to automate with the help Itilium not only processes of maintenance of the equipment and start of a new product in production. Upon completion of the project the Desnol Soft command showed how in a system it is possible to automate the organization of routine processes of non-productive infrastructure of the company. Users had an understanding how to translate processes into language of addresses Itilium. For example, if to give to each machine in company assets the status of configuration unit, then it is possible to configure process "management of configuration units". Then — to analyze time of idle times, volume of repair work on each object of the equipment, to estimate conscientiousness and effectiveness of personnel",

The implemented system in the first month of work brought order to the organization of activity of several departments and services, adjusted relationship between employees and paved "way" for scaling of software on all organizational structure of ANI Layer company.

Specialists Desnol Soft made recommendations how to arrange work of non-productive divisions of ANI Layer company using Service Desk Itilium. The system scope for business is beyond far IT: applying the recommendations about processes of management of the directory and the service layer, incidents, service requests, problems put in ITIL, a system can be used for automation of administrative department, accounting, personnel department.