IXcellerate migrated to the domestic SimpleOne ITSM platform

2023: Implementation of the SimpleOne ITSM platform

IXcellerate migrated to the Russian ITSM platform SimpleOne. "Relocation" allowed IXcellerate to build a full-fledged IT service management system. Now all requests of data center customers, as well as internal users to the company's IT department, are maintained and accounted for through this platform. This system, called IXcDesk, combines an external customer portal and an internal portal to which customer service, IT, sales, accounting, and HR departments are connected. The total number of users exceeds 1,500. This was announced on October 3, 2023 by SimpleOne.

Previously, IXcellerate used the ITSM system of a foreign vendor, which was focused on supporting client service. The decision to change the platform has been ripe for a long time: the leadership was not satisfied with the limited possibilities of its customization. In 2022, sanctions risks were added to the arguments of migration. As a result, it was decided to build another full-fledged ITSM system on a Russian product.

To choose a platform, IXcellerate experts analyzed the market and preferred the SimpleOne solution due to the breadth of its functionality, the current interface, simplicity and usability. Access to the system and its use are organized through a browser, which does not require the installation of a client-server.

The replacement helped expand the functionality of the customer support portal, making interaction with both data center residents and their own duty services more convenient. Within the framework of the project, a full-fledged catalog of IT services for internal users was created, which contains performance standards and provides the ability to point-tune each service. Now the effectiveness of internal services in IXcellerate is monitored on a par with external services: all requests from employees are structured and controlled through IXcDesk. These transformations have made the process of accepting, working out and closing applications more transparent and predictable.

The project took about six months to complete. The platform change was carried out smoothly, without outages and disruptions in the service service. All customer requests were processed normally. The development of the implemented IT platform continues in several directions. At the next stage of the project, IXcellerate plans to configure the functionality of customer accounts, expand the configuration management database (CMBD) and integrate SimpleOne with other corporate systems.

User comfort is always important for us. We live and work according to international quality standards, and if we see at least the slightest risk to the continuity of our services, we do our best to eliminate it. Whatever happens outside the walls of our data centers, the client service must remain flawless without any "but." Migration to SimpleOne is our contribution to achieving this goal. And this choice is quite justified: we have found a fully functional, easily customizable solution that helps us constantly improve the quality of service for our customers, noted Vyacheslav Komissarov, Chief information officer.

It's great to see how our customers taste the SimpleOne solution - having "tried" it on the same processes, there is a desire to automate as many processes as possible, including non-IT ones. SimpleOne allows you to implement the principle of a "single service window," said Sergey Chukanov, CEO of SimpleOne.