Glavstroy accelerated the provision of services to personnel by 1.5 times thanks to ITSM 365

2023: Automation of internal technical support

Glavstroy has automated internal technical support processes using the ITSM365 cloud platform (part of the Naumen product line). The implementation of the solution has increased the speed of standard services by 40%. In total, over 2.5 thousand applications are processed on the platform every month. Naumen announced this on October 17, 2023.

Glavstroy implemented in the ITSM 365 solution the automatic distribution of tasks between performers with the assignment of deadlines, prioritization of incidents depending on the criticality of the failure, as well as checklists that allow you to record the process of executing the application in the system. In addition, service team specialists have roles that determine the available functionality: for example, only participation in approvals, receiving and processing requests or monitoring the execution of requests. Automating the IT service with ITSM 365 increased the transparency and control of service processes and reduced the burden on support professionals. As a result, the speed of performing simple typical tasks increased 1.5 times.

The developer organized a convenient catalog of 200 services on the platform, divided into 12 areas - incidents, service requests, support for solutions based on, 1C work with a corporate site, etc. The approach made it easier for the staff to complete the application on their own. For the entire operation of ITSM 365, the number of requests sent by phone has decreased by 80%: most of the requests for October 2023 are received by e-mail or formed through the platform's personal account.

The functionality of the system allowed the company to set up a non-standard approval process - the procedure includes voting of responsible persons. In addition, closed approval can be resumed by click with an indication of the reason.

With ITSM 365, we reduced by 80% the number of calls to phone support that require manual filling by operators. The updated visual service catalog and intuitive platform interface motivate employees to independently form requests. As a result, the processing time of simple applications and the load on support specialists fell significantly, - said Roman Katchenkov, head of the technical support department of Glavstroy.

The flexibility of ITSM 365 gave Glavstroy the ability to fine-tune the system to meet business needs. For example, integration with Bitrix24 helped colleagues from related departments quickly connect support specialists to the implementation of various projects. It was also possible to optimally set up analytics for working with applications, which increased the control and transparency of service, - explained Anton Fedorov, Commercial Director of ITSM 365 (Naumen Group of Companies).