Locia moved IT services to Naumen Service Desk

2025: Naumen Service Desk Implementation

IT-company Sailing directions"" has automated the processes of rendering IT services with. Naumen Service Desk Thanks to the project, the company received a reliable and fault-tolerant ITSM system based on an import-substituted solution, organized uninterrupted IT support for more than 100 customers and 2 thousand external and internal users. This was Naumen announced on February 27, 2025.

The company "Locia" replaced the foreign open source solution with Naumen, Service Desk since the functionality of the foreign one did not ON meet the needs of the business, and it was difficult to predict its further development. The transition took place in stages, without migration. data The company's specialists gradually closed the "old" applications in the previous system, and at the same time registered user requests through the implemented solution.

The ITSM Naumen Service Desk is designed to manage the IT services provided during the service of both internal employees of Locius and external customers.

The system has created a multi-level service catalog. An individual agreement with a set of IT services is configured for each client in the system. Requests are automatically distributed to executors taking into account priorities, deadlines and other metrics SLA fixed by the contract.

Users of IT services have the opportunity to independently register requests through the Naumen Service Desk, monitor the progress of the solution, and evaluate the implementation. Thanks to the configured alert mechanism, the time to negotiate complex requests was reduced from 7 to 3 days.

As a result of the project, we received an ITSM system and previously unavailable functionality. This solution helps to maintain an effective and transparent system for managing service processes, improve the quality of IT services, employee engagement and customer loyalty, - said Vasily Tsvetkov, Deputy General Director, "Locia."

In Naumen Service Desk, the ability to keep records of equipment with reference to owners and responsible is set up. The foundation is also laid for the construction of a resource and service model, which will allow you to track the connections between IT assets and the services provided. A convenient tool has appeared - dashboards, which allow you to control service processes online. Managers evaluate key process metrics across different sections and can analyze SLA execution, notice issues in time, and take appropriate action.

As of February 2025, the ITSM solution covers about 2 thousand people with IT support. The plans also include the introduction of a self-service portal, as well as a bundle of Naumen infrastructure solutions.

It is worth noting that when switching to our solution, the customer sought to minimize the number of changes and settings. This was important in order to quickly adapt specialists and users to the software, as well as maintain the usual ITSM processes. The functionality of the platform and the use of practices in the field of IT management made it possible to fulfill these requirements and implement the import substitution project in a short time, "commented Nikita Kardashian, head of the practice of comprehensive digitalization of Naumen processes.