CIT of the Vologda Region has modernized the service management system based on the Naumen solution

2020: Naumen Service Desk Implementation

On March 31, 2020, Naumen announced that the Vologda Oblast Information Technology Center (BU VO "CIT"), which ensures the functioning of automated information systems, network infrastructure and electronic computing equipment of executive government bodies and regional institutions subordinate to them, has completed the implementation of the Naumen Service Desk system for integrated service process management (ITSM-systems). The decision of NAUMEN in the CIT of the Vologda Region made it possible to combine the execution and control over the provision of IT and related services to the executive state authorities of the region in a single system.

Before the start of the project, NAUMEN specialists examined the current processes of the organization, helped to develop a catalog of services, as well as the necessary regulatory documents. During the implementation, not only IT management processes were automated: incident management, service requests, labor accounting functions in the execution of requests, reporting, but also processes outside the IT framework. Thus, users send requests to CIT for various services: from the equipment of the workplace to the provision of official transport.

Applications on the basis of Naumen Service Desk are received from 2.5 thousand employees of executive state authorities and regional institutions subordinate to them. Cases are automatically taken into account and classified by type, priority, and assigned to responsible persons. 65 IT specialists of the CIT HE and 17 specialists of the Electronic Region HE are currently engaged in the execution of applications in the system.

A mobile application with a geoservice function allows you to track the location of the Center's field specialists. The Contractor sees full information on the application in the mobile application, and can fully work and interact with other specialists in the mobile interface, regardless of location.

Another key advantage of the project was the ability to monitor the work and assess the effectiveness of the service support service of the CIT HE. The system has configured the ability to receive online reports on the execution of user requests.

The mechanism for transferring a closed application from the contractor for control is also implemented, where the dispatcher checks the correctness of filling in the key fields of the form.

The load on the CIT of the Vologda region, which is engaged in the maintenance of information systems of the executive branch of the region, is constantly increasing as electronic services develop. The previous IT system has ceased to cope with our work. As a result of the project with NAUMEN, which lasted only six months, we regulated and increased the transparency of the service of applications, optimized the processes of the support service, - said Vladimir Borodin, Deputy Director of BU HE CIT

According to V.N. Borodin, the development of the configuration management database (CMDB) and automation of equipment inventory will be the next stage of the project in the CIT HE BU.

Increasingly, organizational changes associated with the extension of the service approach go beyond IT departments and transform the business processes of enterprises. NAUMEN is actively involved in import substitution and digitalization of state bodies. In particular, in the Information Technology Center of the Vologda Region, we helped to scale the successful experience in managing IT services based on the Naumen Service Desk solution. Thanks to the maximum flexibility of this product, our customers were able to combine all the service processes they needed into one system, - noted Dmitry Rubin, Director of IT Automation Systems and Service Processes, NAUMEN