Gazprom DIN provided support to growing business with the help of Naumen Service Desk

2024: Move to Naumen Service Desk

Gazprom DIN"" completed the migration project from an outdated solution that did not provide the required performance to a Russian industrial-grade product. Naumen Service Desk The system helped reduce the labor intensity of support by 15%. This was Naumen announced on October 16, 2024.

Gazprom DIN has automated service processes in five months. During this period, it was possible to customize the solution to the current needs of the company and train specialists. As of October 2024, more than 50 IT services are available on a single platform to support 16 thousand users - both internal employees and external customers.

Naumen and Gazprom DIN jointly finalized the registration of configuration units in CMDB, implemented the necessary roles, business processes for processing user requests and service coordination, and integrated the system with corporate mail. We also implemented interaction with external customers without direct access to the system. This significantly reduced the time to wait for a response from support.

The project includes a wide range of IT management processes, including change, problem, knowledge, assets and configurations, services, and maintenance. For the convenience of users and remote technical support specialists, a mobile application was used, and for end-to-end control of process metrics - a reporting system and dashboards.

In addition to the ability to register and process cases from any point in the mobile client, they implemented tools for inventory of equipment and quick localization of incidents, which is especially important given the distributed structure of the company and the federal scale of its activities. To meet security requirements, you have configured user authorization using PINs and biometric data.

Naumen experts helped to form an internal competence center at Gazprom DIN by holding several consulting courses for employees. Together with the understanding of the low-code technologies on which Naumen Service Desk is based, this allows the company to develop the system further without involving a vendor.

When there was a need to replace a system that could not cope with the requirements of a growing business, we wanted to find a reliable supplier who could create a functional system that could withstand constantly growing loads. The Naumen Service Desk solution met these requirements and guaranteed opportunities for customization by its own competence center. Having an ecosystem of Naumen products has been an added benefit that we can use in future projects, noted Evgeny Kapustin, Head of Technical Support and Services Development, Gazprom DIN LLC.

Moving ITSM processes to our technologies is a multi-step process, and we are always focused not only on replacing existing software, but also on improving processes and practices. Naumen once again proved its expertise in migration issues, not only retaining, but also improving support for such a large company as Gazprom DIN. We managed to ensure the speed of implementation using low-code technologies and the active participation of the customer's specialists, said Nikita Kardashian, head of the practice of comprehensive digitalization of Naumen processes.