Gulliver Ulyanovsk (Service Desk Itilium)

2019: Create a service management information system based on the 1C-compatible Ithilium software product with the Ithilium + mobile application

In 2019, the Gulliver regional retail chain launched Service Desk Itilium to manage IT processes and successfully applied the ITSM approach for other internal service services - logistics, logistics and security services. Service Desk Itilium has become the core of a single 24-hour service center for remote supermarket 116 and 102 discounters.

The Itilium system was chosen primarily because its functionality is focused on ensuring the transparency of service management processes, increasing their controllability and efficiency.

Employees of the technical directorate use the Itilium + mobile application - this is how they get access to the Itilium system at a time when they are in motion or directly at the outlet. With the help of Itilium +, service engineers create outfits, clarify information on treatment, and report on solving problems.

Implementation industry: retail.

Project scale: 1,600 users and more than 100,000 calls per year

The success in implementing the idea of ​ ​ creating a single service center in Gulliver Group of Companies was confirmed by the assessment of experts from the professional ITSM community: the Service Desk Itilium launch project for automating the retail company's service divisions at the ITSM Project of the Year 2019 competition received an award in a special nomination "For Promotion in the Regions."

Economic effect

• 30 time - Reduce the processing time of cases (from 8 hours to 15 minutes for processing 1 cases)
• 40% - Reduced number of telephone communications (from 70 to 28 calls from each of the network's 216 stores)
• 33% - Reduction of telephone communication time (from 600 to 280 hours)
• 0 - Lost requests due to transparency of service requests