Gallery automates management of IT services

Epicor Software Corporation announced in September, 2011 that Gallery company, the second in value operator of outdoor advertizing in Russia and Ukraine, implements Epicor IT Service Management (ITSM) for process automation of service of IT infrastructure and improvement of quality of service of clients.

Founded in 1994, the Gallery company owns network more than 33.000 advertizing surfaces more than in 30 cities of Russia and Ukraine now. According to the CIO company of Sergey Milovidov, the company needed process automation service-desk for stabilization and uninterrupted operation of business processes of the company. "Using Epicor ITSM it is going to improve work of IT infrastructure which is the integral condition of quality and continuity of business processes in the organization", - Milovidov says.

When choosing the supplier and a system, the Gallery company was guided by a profitable ratio price \quality, rich functionality, convenience of using and ability to integrate ITSM with other business systems and also an opportunity to implement the solution by own efforts in the shortest possible time. From all products provided by key solution providers for management of IT infrastructure the solution Epicor ITSM as the most full meeting the requirements of the company was selected.

Using this information solution IT department will be able quickly to react to requests of users, immediately to fix the arisen problems and to find methods of their prevention in the future. IT specialists will be able easily to trace, analyze and quickly to close incidents, problems and change requests. It is also possible to set and control the different service levels on the basis of specific agreements. The solution provides support to the key IT processes regulated in ITIL library. Epicor ITSM is the certified product ITIL compatible in 5 fields of management of services: problem management, change management, configuration management and layer management of services.

The self-service portal for clients which represents the knowledge base on the Internet which gives the chance to clients to obtain information and answers to questions in any time, convenient for them, also enters a configuration. The portal significantly increases efficiency of technical support service that in turn, reduces quantity of client calls, allowing, thus, specialists of a support service to focus on the solution of more important problems.