Service Desk Itilium

2016: Implementation of Service Desk "Itilium"

In 2016, the BTK Group company "outgrew" the ticket-system for accepting calls and began to use IT service management as a way to develop business, introducing Itilium.

Группа компаний «БТК групп» — крупнейший Russian a light industry holding specializing in the development, production and subsequent sale of high-tech clothing for various business sectors.

Situation before the start of the project

ITSM processes were automated using the OTRS ticket system, however, as the business grew and the IT service staff grew, the existing system ceased to meet the needs of the company. In addition, the growing maturity of IT process management has required a more versatile tool that can automate not only incident and service request management, but also, at a higher quality level, catalog and service level management, and later change management and IT asset management.

Purposes

• Provide the information technology management with the ability to ensure the operability of IT and business services at the agreed level.
• Eliminate the limitations of the current product on accounting for user cases and reporting on their processing.
• Lay the foundation for seamless integration with a future 1C IT system for IT asset management.
• Lay the foundation for further automation of the change management process in a single tool.

Only 1C products were considered as alternatives, taking into account the strategy for developing the company's software portfolio within the framework of this platform. A proposal was adopted to introduce the system from the Itilium team, based on the technology of quick victories, in order to minimize efforts to migrate from the existing system, launch Itilium into operation and get real results in the shortest possible time.

Realization

Firstly, the two-level catalogue of services developed by consultants Itilium has been adapted to the current activities of the IT service. As a result, it was possible to form refined ones with business users, thereby improving the quality of their services, as well as normalizing internal activities for the provision of IT services.

Second, IT employees have an understanding of the approach to managing IT services from a point of view, ITIL as well as a convenient methodological basis in their activities in the form of regulations for the catalog and service level management process and the case management process.

Third, IT management is provided with a flexible, customizable tool to get the most complete and accurate reporting on IT service quality management.