IBM Tivoli in DTEK

DTEK, the energy company of Ukraine, and IBM corporation announced in the summer of 2012 end of the first stage of the project on implementation of an ITSM system based on IBM Tivoli for the benefit of IT departments of DTEK. The first stage of the project means process automation of management of IT providing, the directory of services, configurations and assets.

Scaling of results of trial operation and inclusion in work of the automated processes of all volume of infrastructure of the enterprises of the DTEK group is made: in particular, already now formation of annual need for IT providing for 2013 for all enterprises of the DTEK group is performed in an ITSM system.

Process automation of the first stage became a part of the large-scale project on implementation of an ITSM system in divisions of DTEK begun in July, 2011 together with IBM corporation with support from business partners of the company by Ink and Integrity Vision. The subsequent stages of the project provide implementation of processes of management of service requests, the knowledge base, changes, power, availability, incidents.

Within the project opening of call center is also planned. At the moment test operation of call center for IT departments is complete that allowed to increase accountability of work of specialists of the 1st support line regarding acceptance and processing of phone calls and also automatic call distribution between operators.

"DTEK holds a leading position in the energy market of Ukraine and the concept 'efficiency' for us – not an empty phrase. Now, when business demands more and more from IT, creation of the IT effective function becomes very important task. Implementation of processes of ITSM - one of the most significant DTEK and IBM joint projects. It is one of the first projects of such scale in the CIS. By the number of the implemented processes, geography of use and complexity of implementable model it is the largest in Ukraine. Implementation of ITSM processes on the basis of technologies and experience from the world leader in the field of innovations provides a reliable basis for success of modern business", - Detyuk Sergey, the director of information technology of DTEK reported.

Centralized operation by configurations and the directory of services will allow to consolidate information on the provided services and their structure that, in turn, gives the chance effectively to build processes of operating activities.