Terrasoft Service Desk in the Kyrgyz mobile operator Megacom

The MegaCom company (Alfa Telecom Ltd) – a chief operator of cellular communication in the Kyrgyz Republic – announces successful system implementation of Terrasoft Service Desk for automation of service IT. Providing a covering to 90% of the inhabited territory of the country, MegaCom services nearly 2 million subscribers.

The business strategy of the company assumes permanent technical development and optimization of work of employees. For this purpose the directorate of MegaCom made the decision on implementation in service of the IT system Terrasoft Service Desk. Earlier in the company solutions of the IBM Tivoli family were used.

Main advantage of Terrasoft Service Desk is a broad set of opportunities for process automation according to model ITIL/ITSM. The important role when choosing Service Desk-solution was played by a possibility of setup of a system without involvement of technical specialists by users that gave to MegaCom the chance independently to implement a system.

At implementation the MegaCom company set before itself such purposes:

• Formation of transparent structure of work of service IT. The workflow setup for complex automation of operating activities of specialists of IT.
• Ensuring permanent monitoring of IT infrastructure and transition to proactive control with configurations on places. Fall forward and service qualities of users. Providing business users convenient and flexible instruments of interaction with service Service Desk.
• Complex covering of incident management processes, Service requests, Directory of Services, Service agreements, Configurations. Possibility of receiving on-line of analytics of different level of complexity.

{{tech-stubivan Mikhaylovich of Pockets, the Head of Department on development of IT of MegaCom company, so commented on transition to Terrasoft Service Desk: "Employee performance of our service division increased. Important advantages of a system which it would be desirable to note are a possibility of adaptation of Terrasoft Service Desk forces of own specialists and simplicity of integration with other information systems. It gives the chance to customize flexibly a system according to the changing processes of our department".}}