The city administration of Khanty-Mansiysk implements Terrasoft Service Desk for management of IT processes

The Terrasoft group and the City Administration of Khanty-Mansiysk announce project completion of implementation of Terrasoft Service Desk for support of processes of service of own IT infrastructure.

The main objective of Administration of Khanty-Mansiysk – complex development of the city and maintenance of favorable conditions for population life. It requires the established cooperation of all divisions of municipality and also maintenance of active communication with residents by means of specialized information systems and complexes. For the purpose of optimization of workflows, city authorities made the decision on automation of customer service of Administration using Terrasoft Service Desk. A system is used for permission of requests from the staff of Administration by IT service of municipality.

Using Terrasoft Service Desk the municipality of Khanty-Mansiysk solves a number of problems, including:

• incident management
• problem management;
• management of IT infrastructure;
• reporting.

Service processes of Administration are automated according to the recommendations of ITIL. Processes of registration and classification of incidents, appointments of responsible specialists, the organizations of works on permission of incidents are regulated and optimized. The knowledge base using which became possible is implemented to reduce time for permission of incidents.

Up-to-date information about IT infrastructure, a status of the computer park of municipality allows to estimate impact of configuration units on quality of rendering services and to warn problems which can arise because of nonserviceability of the equipment.

With implementation of the project job evaluation of customer service of municipality became absolutely transparent. Flexible reporting system allows to see a real picture of work of employees, to create reports in different cuts, to control key performance indicators.

Thus, with implementation of Terrasoft Service Desk advance identification of "bottlenecks" which can lead to technical failures, and in case of real problems – fast and their high-quality elimination became possible.

Significant fall forward of processing of the service information became key result of automation. Thanks to a system the uniform contact point of customer service with the staff of City administration was organized and municipal employees can estimate the best quality of communication.