Federal State Unitary Enterprise NIIPS improved service quality of Russian Post

The project on automation of an incident management process in IT service of Research and design institute of a mail service (Federal State Unitary Enterprise NIIPS) occupied with solving of tasks of development of Russian Post is complete. Possibilities of a new information system provided qualitatively new service level of the key client of the enterprise. The project is executed by specialists of Federal State Unitary Enterprise NIIPS based on the software solution Naumen Service Desk.

Federal State Unitary Enterprise NIIPS specializes in development of information systems, the equipment and technical means for needs of the mail industry. All branches and departments of a mail service of Russia located in all territory of the country actively use products and services of the enterprise. For the supplier of industry technologies and services it is crucial to provide the due quality level of service of the primary client.

"For increase in efficiency of a mail service we needed to transfer process of service of Russian Post to qualitatively new level. The solution of this task is provided with the Naumen Service Desk system today, – Dmitry Tikhachev, the leading analyst of department of implementation of Federal State Unitary Enterprise NIIPS comments. – After three months of use of a new system we were convinced of its advantages: there was a possibility of obtaining the operational and analytical reporting for decision making by heads of all levels and also – a system scaling option "in depth" for more detailed covering of process of technical support that will lead to collecting of more complete information about process functioning".

A new system did not demand adaptation for transposition on its basis of the current regulations of a customer support fixed between Federal State Unitary Enterprise NIIPS and Russian Post. Thanks to this Federal State Unitary Enterprise NIIPS minimized costs for project implementation, significantly having reduced terms of its implementation. All information which is contained in regulations including the description of levels of escalation and the registered fundamental figures of merit of service – time response characteristics of support and failure handling taking into account a priority of the client, the service and criticality of the request, specialists of institute without effort transferred to Naumen Service Desk.

As a result of automation of an incident management process the actual time of execution of requests of the client in a support service of Federal State Unitary Enterprise NIIPS Eto was reduced it became possible due to operational obtaining information on problem service, type and criticality of failure. As a result it was succeeded to reduce idle times and to increase performance of work of staff of postal service.

Existence of the developed integration tools in a new system allowed to provide interaction with the applications used in technical support of Federal State Unitary Enterprise NIIPS including e-mail, etc. It gives the chance to the enterprise always to stay in touch with the client, to systematically notify him on a request status.

Automation of technical support service of clients of Federal State Unitary Enterprise NIIPS – one of many projects implemented by customers of NAUMEN company based on its product independently. It demonstrates to a maturity of a product of the Russian developer and also proves reliability of the vendor providing examination and consulting support of such project at all its stages.

"It is pleasant that among our customers there are many specialists whose knowledge and skills allow to execute after our training the project on automation of ITSM processes by own forces. Federal State Unitary Enterprise NIIPS also treats such clients, – Anna Odintsova, the analyst of department of implementation of Naumen Service Desk of NAUMEN company noted. – During the project specialists of institute independently configured processes and reference books, performed works on integration with internal systems".

The Naumen Service Desk system is in a stage of commercial operation. In further plans of Federal State Unitary Enterprise NIIPS – development of use of approach of ITSM: process automation of configuration management and IT assets of the enterprise.