Anix (retail operator in the Altai Territory) (Service Desk Itilium)

2024: Itilium-based ESM approach for effective service and asset management at Anix trading holding

Anix Trading Holding has built on the basis of a Service Desk Itilium developed by Desnol, a single digital environment in which several thousand employees and partners work. For 6 years, a unified service and asset management system has been organized, taking into account the costs per unit of equipment, and its own mobile application has been introduced.

In the spring of 2024, the project won the ITSM Project of the Year competition in the ITSM-Unicum nomination.

Project results

• A single support service has been organized, through which 12 holding services and 10 contractors work on the principle of "one window."
• Developed and implemented its own mobile application, integrated with the Itilium system, with the help of which appeals are processed, electronic ARV and ASO are formed, the remains of consumables are reduced, the safety of stores is being checked.
• The process of accounting and management of the holding's assets (23,000 configuration units) has been automated.
• A book was written with the best practices and insights of key project participants to preserve experience.

Economic results

• Reduce service delivery time by 4 times.
• Reduce downtime by 30%
• Planned decrease in the cost of servicing problematic equipment by 1.2 million rubles/year.
• Reduction in incident reporting - by 20 hours per month.
• Reducing the time for mixing the remaining consumables at the performers - by 220 hours per month.

'Svetlana Gorbuzovskaya, Head of the Application Service at Anix TD': "Automation makes it possible to manage material costs: you make a decision based on data - invest in repairs or abandon the old one and purchase a new one. In addition, the project helped us significantly reduce labor costs - what used to take 8 working hours is now done with two clicks. "