Seversky Pipe Plant automated service Service Desk

On March 4, 2014 the INLINE GROUP company informed media on project completion of automation of IT service of Seversky Pipe Plant implementing solution on the Symantec ServiceDesk 7.5 platform.

Project Tasks

Project works began with development of process of management of IT of user support according to the recommendations of the ITIL library comprising the best practices of management of IT services. On this basis created regulations of interaction with internal consumers of IT services of the plant and a set of internal procedures on rendering technical support.

The project with implementation of the localized Symantec ServiceDesk 7.5 system as a part of which came to the end:

• service Service Desk,
• instruments of process automation of management of requests and incidents,
• knowledge base.

Project Results

As a result of implementation of Symantec ServiceDesk 7.5 the uniform center of acceptance and registration of all addresses of users of IT is created that allowed to solve the arising problems in the shortest possible time, to keep in a feedback with consumers of services, to effectively use resources, reducing costs for IT support of the enterprise, to analyze information and, on the basis of data retrieveds, to introduce necessary amendments in the IT strategy of the enterprise.

"Really, only in one and a half months we changed quality of work of technical support service of the enterprise radically, having developed and having automated basic processes of management of IT using the product Symantec ServiceDesk 7.5 of Symantec company, - Igor Scherbakov, the manager with corporate customers of Inline GROUP noted. – This software package – one their the tools, best in the price category, for work with problems, incidents and knowledge bases. With its help we implemented essentially new management system of IT which allowed to improve considerably service of users on Seversky Pipe Plant and, as a result, to increase efficiency of key business processes of this production organization".