Russian Alcohol uses ITIL to organize the work of the IT service

2010

CJSC "Russian Alcohol" to unite IT departments of its enterprises into a single IT department implemented IT service management based on the ITIL process model.

Service Desk Itilium Implementation Project

The decision to introduce ITSM (ITIL) methodologies in Russian Alcohol CJSC took place in the process of merging IT departments of all subsidiaries into a single department. It was necessary to ensure uniform IT management standards, implement a system for measuring and improving the quality of IT services.

The objectives and objectives of the project are as follows:

• Build common IT support rules;
• Define a common list of IT services for the combined IT department, create a catalog of services;
• Obtain quality assurance tools for IT services
• Optimize personnel activities and improve their efficiency and efficiency through the introduction of an automation system;
• Streamline and simplify the accounting and control of items. IT Infrastructure

To achieve these goals and objectives, it was decided to purchase the Itilium system on the basis of the 1C:Enterprise 8 platform and use the services provided by the Itilium team.

The implementation of the project required the coordinated work of the project team, consisting of consultants Itilium and employees of Russian Alcohol CJSC. As part of the consulting part of the project, the following works were successfully completed:

• A catalogue of services has been developed, reflecting the set of IT services provided by the integrated IT department;
• Incident and problem management processes are designed, regulated and implemented, which allowed the department to build unified IT support rules;
• Implementation of configuration and change management processes
• Defined the structure and scope of the CMDB, as well as the process of making changes to the enterprise IT infrastructure and software.

Шаблон:Quote 'author = noted I.V. Artemov, Director of IT Department of CJSC "Russian Alcohol."

Views of project participants

Evgeny Gureev, project manager from Itilium: "Within the project, the Itilium 4 system was introduced on the basis of the 1C: Enterprise 8.2 platform." Using the capabilities of the managed application concept significantly increased the utilitarianism of the system. "

Dmitry Karpov, head of the information systems department: CJSC "Russian Alcohol""" was Itilium not chosen by chance as an automation system. It's a full-featured Service Desk solution on the platform. " 1C