Management system of IT in JSC Lenenergo

Open joint stock company of power and electrification of Lenenergo – one of the largest distribution and network companies of Russia — announced in the summer of 2011 successful implementation of incident management processes, service requests, works and the IT configurations.

Design of processes, their automation and implementation was executed together with consultants of OmniWay. Process automation was implemented based on the OMNITRACKER ITSM Center 9.2.600 software product.

Within the project the structure of CMS (Configuration Management System) providing creation of resource and service model that will allow to estimate extent of influence of each configuration unit on the services provided to IT was developed. Information on all IT infrastructure was transferred to CMS, work on its reconciliation and maintenance in current status is at the moment conducted.

To Lenenergo many IT functions are transferred to outsourcing to the external organizations. This fact influenced implementation of operational processes — within incident management, a service requests and works as a uniform way both internal divisions, and contractors function. Works monitoring is provided with a set of the reports calculating key indicators of quality on roles of participants and types of activity. The implementing solution OMNITRACKER allowed to reach transparency in a question of control of quality of execution of works by the contract organizations rendering services for Lenenergo in the field of IT. Reporting system about quality of the rendered services is used for calculation of coefficients of level of service and is coordinated to the amount of financial remuneration of service organization. A common information space in which all activity more than 10 service organizations is reflected is created.

Besides, due to application of standard solutions it was succeeded to reduce runtime of the main works, and the saved time was devoted to automation of accounting of agreements with partners and accounting of supplies. Accounting of supplies allowed to control compliance of models of devices to models of supplies and to control their remaining balance.

Savichev Ilya Anatolyevich, CEO of OmniWay: "It is our first project in power. Moreover, this first implementation of OMNITRACKER in power. An important distinctive factor of this project was that it was necessary to build processes not only for internal service IT, but also for several outsourcing organizations working for the benefit of Lenenergo. And once again the recipe of obtaining result was confirmed: people, people and once again people: employee involvement of Lenenergo and contractors, an accurate adherence to deadlines all parties and, the most important — the full and timely assistance of the management."

Antipov Mikhail Yuryevich, Head of department of IT: "The project was executed in strict accordance with the scheduled plan and the budget, having met all expectations assigned to it. Implementation of the first stage of the project allowed to reduce operating costs due to strict control of structure of maintenance entities and the signed agreements on the level of services. The choice as partners of consultants of OmniWay is caused by wide profile experience and a technique of implementation that allowed to execute the project in a short time. It is our first step on the way of creation of a management system for services IT. Expansion of a process scope in Management of IT and also replication of the solution on Management of ASTU and Management of Telecommunications and communications will be the next step."