Naumen implemented the complex digital platform on management of service processes in League of Rates

2019: Project completion on implementation of Naumen Service Desk

On October 17, 2019 the NAUMEN company reported that it completed the project on the implementing solution Naumen Service Desk for automation of IT and service maintenance in League of Rates. On the basis of a single digital platform the centralized support of 3,500 employees in 500 clubs of the company in 120 cities of Russia is provided.

According to the company, before implementation of the complex platform of the Russian vendor of NAUMEN the company had no single window for order taking of employees and clients, accounting and processing of the arriving requests was conducted in the separate systems, there were not enough tools for quality control of support of clubs "Leagues of Rates".

Due to creation of a uniform contact point (service Service Desk) League of Rates is available to the staff of BK an opportunity to create requests, connected not only with IT, but also with AHO, services of the secretariat and some other internal services of the company. In addition to mail, employees can send the request through a personal account or special mobile application. According to statistical data, for October, 2019 through a personal account more than a half of addresses is registered, other requests arrive via e-mail and by phone.

Within the project were automated not only basic processes, such as incident management and service requests, but also more advanced processes: layer managements of services and configurations (CMDB), tasks and problems. Automation on the basis of the solution Naumen Service Desk considerably increased efficiency of a support service of the bookmaker company:

• so, for example, for acceleration of processing and execution of requests they became available in one interface in the form of an interactive board to simplification of tracking of a status, a priority and priorities of accomplishment of requests;
• the special integration module with the Jira system which allows to exchange data on requests and the relevant statuses of their execution was developed for the solution of requests which involve completion of software products of the company;
• to facilitate collection of data on the IT equipment integration with a management system for the end devices Ivanti Endpoint Manager regarding synchronization of data on configuration units was implemented.

Implementation of Naumen Service Desk allowed to create an effective uniform support service and improved process management at the level of all branch network of the company. Evgeny Gureev, the head of department of information technology management of BK League of Rates told

For October, 2019 the large companies which followed a way of transformation even more often pass to the updated management model. As shows our experience, implementation of a single digital platform allows the companies with the distributed structure not only to implement complex automation of IT and to improve process management, but also to optimize costs to 50%. Dmitry Rubin, the director of the department of IT automation systems and processes of service of NAUMEN told