OCS using Naumen Service Desk optimized business processes

On October 24, 2018 the Naumen company announced end of system implementation of management of service processes of Naumen Service Desk in OCS Distribution company.

For October, 2018 the solution Naumen Service Desk began to work not only at the central office OCS, but also in all 26 branches of the company. About 2000 employees of OCS are connected to a system.

"We constantly work on improvement of information infrastructure and the accompanying systems. Upgrade of a management system for requests which are created by employees for receiving the help from technical department, administrative department and other services became one of important tasks. Preparation for reorganization of the IT system on processing and accounting of requests began in 2017 with a research of the market and testing of different solutions. The Russian Naumen Service Desk in the best way suited our main requirements to a system – the web focused solution, convenient processing procedure of requests of end users, a possibility of modifying a system "under itself", the knowledge base, good technical support. The solution allows to optimize service maintenance both in the company, and when rendering services to third-party clients. The choice was stopped on is mute". Sergey Novikov, vice president for IT of OCS Distribution company

The project consisted of several stages within which, after training of Naumen of group of technical specialists of OCS, the complex of works is executed. About 50 employees from different departments of the company – IT, by AXO, HR were involved in a task of integration of Naumen Service Desk into a business system of OCS.

Thanks to automation based on Naumen Service Desk of routine tasks of processing of requests and to creation of a common information space the convenience of internal communications of employees increased and many times work of service divisions accelerated. For users the convenient web portal with the intuitive interface appeared. For October, 2018 the staff of OCS registers in the created system of the request for services of administrative department, technical, legal, HR departments and can keep track of the status of the requests online. A system supports transparent, but at the same time more reliable authentication: it is enough to user to open a label on a desktop – and it gets to Naumen Service Desk at once. On average through a system about 7000 addresses a month arrive. Systems capabilities allow to carry out process of approval of requests via e-mail thanks to what the efficiency of the business processes depending on solutions of the head is provided. The built-in Knowledge base which will be constantly replenished will help to reduce the number of addresses further. Using it, users will be able independently to solve simple standard problems.

"With transition to Naumen Service Desk it was succeeded to arrange interaction between business divisions. Processing of requests is optimized. But the main thing – thanks to the flexibility a system allows to finish logic of work under specific needs of OCS, expanding functionality and allowing to be integrated with other systems by means of REST-API, for example, with programs 1C, Outlook and others". Sergey Novikov, vice president for IT of OCS Distribution company

The functionality of Naumen Service Desk is extensive and provides not only processing of addresses of users and provision of services within a certain list, but also allows to register incidents, revealing on the basis of this information of a problem and also, to conduct base of IT assets.

"Customers cease to be limited to ITSM, passing to creation of ESM (Enterprise Service Managemenet) of a system when all service divisions of the company interact in the concept of service approach and on a single service platform. Possibilities of Naumen Service Desk are used by OCS in optimization of business challenges, helping to pass from technology management and information systems to management of value which these technologies provide. The functionality of the solution allows to focus on business objectives of the company, but not on means of their achievement, in passing doing service processes controlled, managed and the most transparent for users". Dmitry Rubin, director of the department of IT automation systems and service maintenance, Naumen