Gazprom Neft implemented the Service Manager HP ITSM platform using Asteros

The Asteros group in the fall of 2014 completed development of the platform for management of IT infrastructure and the organization of IT services (ITSM) in Gazprom Neft based on HP solutions of Software. A system is expected 50 thousand requests and addresses of users monthly and can be scaled at the request of the client.

Users of a system are about 1200 IT specialists of Gazprom Neft in all Russia, and the self-service portal upgraded within the project is available to all staff of the oil company — about 60 thousand human.

According to Asteros, project objectives became: reduction of operating expenses on operation of IT infrastructure, reliability augmentation and qualities of IT services and also ensuring transparency of management of them.

Within the project specialists of Asteros Consulting jointly with specialists of Gazprom Neft and HP booked audit of IT processes, performed works on design and system implementation. For integration of new solutions, automation of a support service and IT service the software platform of HP of Service Manager which is already implemented at the customer was used. At the same time basic processes of management of ITSM were from scratch built, and management of addresses, requests, incidents, standard changes in architecture and infrastructure of IT, the service layer underwent diagnostics and deep reengineering.

During integration transfer on the new platform of processing of the specific requests connected with service of gas stations, accounting of labor costs on the rendered IT services and control of work of partners in implementation of joint projects was also executed.

The created platform is integrated with the mail system of the client, service of sending short messages, the system of the external reporting SAP BO and also call center. As result, the staff of Gazprom Neft received the convenient web system interface and also the updated self-service portal for work. At the same time users of services can select services from the directory, obtain all information on work progress and SLA, to change conditions of provision of services.

As noted in Asteros, creation for the customer of the tool of the operational aggregated reporting under service processes who allows to obtain necessary information in "one cliques" became feature of the project. Thanks to existence of analytics of relevant indicators of effectiveness of work and quality data of the provided services the company management can make management decisions in short terms.