GTLK optimizes service processes based on Naumen Service Desk solution

2021: Service Process Optimization

On September 28, 2021, Naumen announced that State Transport Leasing Company (GTLK) JSC had completed the implementation of a unified process management system based on a comprehensive Naumen Service Desk solution. This tool provides centralized support to employees of the parent company and Russian subsidiaries and affiliates.

In the structure of the GTLK digital transformation directorate for September 2021, 21 full-time specialists and about 20 involved third-party specialists under IT segment support and development agreements, engaged in servicing the flow of user calls, as well as supporting 9 information systems, including supporting regulated, tax and management accounting systems. To equalize the workload of employees and optimize the processes of the support team as a whole, an automation tool was required to implement the necessary transformations and ensure efficiency. The company chose the Naumen Service Desk Pro solution, which met all the requirements and provided the ability to quickly implement, without the need for customization and a long configuration of the software for the processes of the organization.

Thanks to the NAUMEN expert scheme for implementing the process approach, GTLK specialists completed the project independently and with minimal costs. With the launch of the system, productivity increased by more than 60%. Digital Transformation Management specialists and contractors interact in a single automated space that handles the requests of more than 400 IT service users and monitors the execution of requests in accordance with service level agreements (SLAs). To receive calls, a self-service portal is connected, which reduces the load on the first support line, inbound e-mail parsing mechanisms are configured, connectors with information systems are configured, by logs of which service tasks are created for execution by technical specialists.

During the project, incident and service request management processes were automated, and a service catalog containing 38 services was formed. The availability of the Naumen Service Desk mobile application allows service employees to interact with service recipients at any time, without access to a desktop computer or corporate mail, fulfilling requests in the office.

When choosing a solution, we relied on high implementation speed and scalability. The choice of NAUMEN is also due to the functionality without revision, immediately after installation, "said Andrei Zaichenko, director of the GTLK digital transformation directorate.

The management model embedded in our product allows us to implement a service approach and contributes to achieving the desired results in the digital transformation of activities, "said Dmitry Rubin, Director of the IT Automation Systems and Service Processes Department at NAUMEN. - We provide comprehensive consulting support at all stages of the project, due to which the customer forms all competencies for independent management of implemented processes and further development of the system.

GTLK continues to develop the system with the advice of NAUMEN. The company plans to add configuration unit management and access request management processes while integrating with the IDM system. In addition, steps are planned to digitalize the knowledge management process using machine learning technologies. It is planned that not only employees of the digital transformation directorate, but also other service services of the company will be systematically involved in the system.