The developer of IT solutions uses the Atrium and implements ITSM

2008

In 2008 IBS DataFort implemented the industrial system of automated management of operational processes of IT (BSM) on the platform of own hardware and software system and software of the Remedy family of BMC Software company. At the same time IBS DataFort offered the market the implemented system as ready service.

2010

In 2010 IBS DataFort completely passed to the solution BMC Remedy IT Service Management Suite. In addition to Service Desk such components of ensuring quality of the IT service as asset management, change management and layer management of service were optimized.

Atrium

All arriving data are stored now in intellectual and scalable storage which is constructed on the solution BMC Atrium CMDB 7.6. Consolidating separate information, BMC Atrium CMDB creates the uniform resource providing real functioning of all IT processes of the company on the basis of the unified and exact data. Everything listed above allows IBS DataFort to gain faithful representation about IT infrastructure of the customer and, respectively, to manage it more effectively.

Opinion

"Complete transition to BMC Remedy ITSM Suite as making management models business services to profitable all participants of the outsourcing relations. In addition to the solution of especially internal tasks IBS DataFort, such as increase in efficiency and quality of management of IT infrastructure of customers, we give to business an opportunity most fully to estimate a contribution of IT service in achievement of commercial purposes of the company" — Denis Kalinin, the CEO of IBS DataFort notes.

IBS upgraded the Service Desk system for ensuring work of own Center of technical support of IT infrastructure

The IBS company upgraded the Service Desk system for ensuring work of own Center of technical support of IT infrastructure, having implemented the solution BMC Remedy ITSM Suite. During the project key ITSM processes are implemented and automated based on the solution BMC Remedy ITSM Suite. It will allow to improve work of service division and to increase quality of the IT services provided to them on support and hardware maintenance.

Creation of the existing Service Desk system supporting basic processes of ITSM became a result of the main stage of the project: Incident Management, Problem Management, Asset Management, Change Management and SLA Management. On its base functions of order taking from clients, their processing and routings, control of executions, formation of tasks for works and service sheets, information search in requests and preparation of analytical reports are automated. Also specific functions, such as, for example, management of service contracts are implemented.

A new system completely replaced the HelpDesk system of own development used within 10 years based on the BMC Remedy ARS platform. An old system required the increasing resources for support and development while the implemented BMC Remedy ITSM Suite uses a set of ready modules for implementation of ITSM processes of provision of services and allows to carry out expansion of functionality without additional programming.

At present in a system all employees involved in customer service work: managers, engineers and service managers. For clients access to a new system is provided through the Web form, remained also traditional forms of communication are available: execution of the request by phone and e-mail.

During the project historical data in 10 years were loaded into a new system that allowed to save completely statistics and the experience accumulated by the company on elimination of problems with the equipment. The warning system constructed on the product Mir3 TelAlert, allowing was also postponed and integrated into a new system via e-mail to add the notification through the SMS on mobile phones of responsibles to standard forms of the notification.

Implementation of BMC Remedy ITSM Suite took about 5 months. The project was implemented by forces of specialists of practice of management systems which have considerable experience of implementation of similar projects for clients of IBS. Moreover, as the partner of BMC the IBS company participated in testing and localization of BMC Remedy ITSM Suite.

"We received a modern and powerful system which allows to implement both standard functionality of Seervice Desk, and specific requirements of IBS as service company. After end of the main stage, work on improvement of a system does not stop. We continue its development for the purpose of further process optimization and quality improvement of service of our clients", - the director of production department of department of system solutions of IBS company Vishnevsky Mikhail notes.