The trading house Sherwood implements ITSM

The Terrasoft group completed system implementation of Terrasoft Service Desk in Trading House Sherwood.

Implementation bases

The directorate of Sherwood trading house made the decision on system implementation of Terrasoft Service Desk for automation of work of service IT, process optimization of acceptance and working off of the requests arriving from the staff of the company for the purpose of increase in efficiency of operational work.

Tasks

• The project team of Terrasoft was faced by a number of key tasks: implement an incident management process and requests of business users, to create a uniform contact point, to describe, algoritmizirovat and automate calculation of key performance indicators for control of work of customer service, - Alexander Zlotko, the head Service Desk of Terrasoft group noted.

The customer about the project

Denis Vodyannikov, the deputy CEO for IT of TD "Sherwood", so commented on project results:

• Employee performance of our service division increased. A system became peculiar "headquarters" of the employee of the support service including a full range of tools for productive work. Within the first stage only some processes of ITSM were automated, but the correct approach gave the chance to feel both to customer service, and business divisions, noticeable improvements in rather short terms".