HP Service Manager - incident management processes, service requests of IT in the city of Moscow

"Electronic Moscow" participated in the Program Worlds of HP 2013 conference which took place on April 4 in Moscow, in the press center of RIA Novosti. The deputy technical director, Alexander Molozhavsky, made the report in the Operation session where he shared experience of implementation of ITSM in the city of Moscow.

In development of information society in our state there comes the new stage. A new vector of state policy in the field of development of information society — the address to the citizen, electronic democracy and issues of involvement of citizens in management of the state become a priority.

Much attention is paid to issues of increase in convenience of use of portals of public services and quality of the rendered services. The new principle of relationship based on service model and also the tool on incident management is necessary for providing the high level of work of such services.

System implementation of support of electronic services of the city of Moscow became the big and interesting project for Electronic Moscow.

We managed to build effective management processes of IT. Today more than 40 organizations are connected to a system. The quality and volumes of IT services are fixed in agreements on the service layer (SLA), process of their conclusion became the standard procedure. The solution allowed to automate processing of all incidents, requests, changes and works which are carried out in city IT infrastructure.

Within the first phase of implementation of the project the structure providing creation of resource and service model which allows to estimate extent of influence of each configuration unit on the services provided by the city was created. Process automation was implemented based on the software product of HP Service Manager. Information on all infrastructure of the city was transferred to HPSM. Work on its reconciliation and maintenance in current status is at the moment conducted.

In the city many functions are transferred on outsourcing to the external organizations. This fact influenced implementation of operational processes — within incident management, a service requests and works as a uniform way both internal divisions, and contractors function. Works monitoring is provided with a set of the reports calculating key indicators of quality on roles of participants and types of activity. Implementing solution allowed to reach transparency in a question of control of quality of execution of works by the contract organizations rendering services for the city. Reporting system about quality of the rendered services is used for calculation of coefficients of level of service and is coordinated to the amount of financial remuneration of service organization. A common information space in which all activity of service organizations is reflected is created. Besides, it was succeeded to reduce a response time by the arising problems.

"The project was executed in strict accordance with the scheduled plan and the budget, having met all expectations assigned to it. Implementation of the first stage of the project allowed to reduce operating costs due to strict control of structure of maintenance entities and the signed agreements on the level of SLA services. The question of providing the reporting is important. Because the municipal economy is a difficult live organism, it is clear that the tool should be able to monitor changes. It is our first step on the way of creation of a management system for services. Expansion of a process scope and also replication of the solution for the organizations which are not connected with the IT sphere, for example such as will be the next step: Housing and public utilities and road services which render services to residents on service model" — Alexander Molozhavsky noted.

Based on HP Service Manager unrolled in our DPC we can provide already configured service on "cloud" model having saved the customer from many problems.

Deployment of own HPSM process difficult, it is necessary to have infrastructure, the trained specialists, to buy licenses, etc. For the companies which primary activity is not connected with IT the best solution is use of HPSM according to the SaaS model. Specialists of Electronic Moscow are ready to unroll and set up the solution under the specific customer within a short period of time. For this purpose the customer needs to fill out only the questionnaire on the basis which we will set up the solution under its needs.

• Electronic Moscow company: experience of use of ITSM