ID Management Technology (Service Desk Itilium)

2015: Implementation of Service Desk "Itilium"

In 2015, in the Russian company AID- Management Technologies, the Itilium system replaced the outdated Service Desk based on HP to manage the provision of services to more than 19 thousand consumers.

ID Management Technology is one of the top 100 largest IT companies in Russia (according to the TAdviser Report analytical center for 2014).

The transition to the new system and the initiation of the Service Desk project are justified by the need to:

• ensuring stable operation of service departments in conditions of continuous growth of the company and, accordingly, expansion of the client network;
• Increased automation of service delivery and monitoring of both contractual obligations and professional performance;
• The low degree of regulation of service activities (only contracts with clients and general job descriptions determined the principles of work of consultants and engineers).

"ID Management Technology" chose Itilium as a result of a deep analysis of the market for ITSM solutions. They did not find analogues to the Itilium system in terms of price/quality: the typical configuration meets the initial functional requirements by 100 percent, and as these requirements develop, the system can also develop as part of individual adaptation (through its 1C practice or Itilium specialists).

An important factor in choosing the Itilium team for the implementation of the project was the experience of integrating the processes of providing services to internal and external customers in one solution: the new system should become a "single window" for all users - not only internal, but also external.

Itilium's services catalogue and procedures for catalogue and service level management and case management (incidents, service requests, change requests) are clearly integrated into AID- Management Technologies "current logic.

Project Results

• SLAs (service level agreements) for internal IT services and services provided to the company's customers are concluded.
• Downloaded information on more than 19,000 service customers distributed to 150 customers.
• Access to user requests in the context of responsible workgroups is differentiated (internal requests are available only to the IT department, external - to the relevant department).
• The flexible logic of the mail job is configured: automatic routing of cases to the responsible workgroup, communication on the case, confirmation of the case execution.
• Information and reporting settings have been made for team leaders to monitor compliance with agreed service level parameters.