"Ugoria" completed the project "Ecosystem Service Desk"

2021: Implementation of the Service Desk Ecosystem Project

Specialists of JSC information technology JSC "" Insurance Group "Ugoria" completed the implementation of the project "Ecosystem," Service Desk which combines several completely different technologies and systems, including a platform for automation, business processes OmniTracker to organize high-quality and cost-effective business support by IT. This was reported by Ugoria on July 8, 2021.

The peculiarity of the project was the introduction of all systems solely taking into account the requirements of business divisions and in full compliance with the company's development strategy as part of the modern response to changing external and internal circumstances.

During the OMNITRACKER project, a revision of the service catalog was implemented, which became convenient and understandable for both IT specialists and ordinary users of business departments; integration with role models of granting access on the basis of internal regulations of Ugoria. The company has restructured technical support processes and implemented micro-commands using the Swarming methodology, as well as many dynamic forms on the Technical Support Portal. The Enterprise service management ("single window") approach was also introduced, and business processes were rebuilt in accordance with ITSM ideas, principles and tools, including integrated into the company's service desk system based on OMNITRACKER. In addition, reporting has been set up for each business unit according to internal requirements. Automation of approvals, collection of feedback on completed calls to monitor user satisfaction were also implemented in OMNITRACKER. The implemented OMNITRACKER platform integrations with the accounting system, monitoring system and other enterprise software certainly provide a high level of efficiency of process automation. It should be noted that the project was carried out by its own team of specialists without the involvement of external experts.

According to the results of the project, thanks to the management decisions taken and their quick implementation, OMNITRACKER was able to increase the efficiency of the relevant internal and external processes: the deadlines for critical applications (incidents) were reduced by 1.5-2 times, in general, compliance with the Service Level Agreement (SLA) is ensured at the level of 80-85%. The productivity per 1 of the company's technical support employee has increased 2 times. The share of requests from the Technical Support Portal increased from 50 to 80%, and thanks to the implementation of the role model, the number of approvals decreased by 50%. From a financial point of view, the verified result of the project was an increase in the company's profit by more than 28 million rubles.

An important outcome of the project during the pandemic period, thanks to the effectiveness of the self-service portal and the OMNITRACKER platform, was to ensure a painless transition of more than 1,500 company employees to remote operation with almost no cost.

OMNITRACKER is an excellent tool that enables you to implement almost any IT and business processes. We knew the basic tenets of the company's strategy and decided to apply approaches and tools that would bring benefits to the business. For example, in terms of territorial expansion, we tried to speed up the delivery of values ​ ​ and increase the effectiveness of each employee. They also introduced automation tools for frequent operational tasks, which reduced management costs and did not lead to an increase in staff. Thus, at the expense of automation means, the operational load was reduced, "said Stanislav Druzhinin, head of the operation department of the Ugoria State Security Committee.

In the short and medium term, Ugoria plans to automate the accounting and management of configuration units, minimizing the need for manual input and control of equipment, as well as the introduction of dynamic management of the pool of licenses, channels, server and network equipment, personal computers, including through the extensive capabilities of the OMNITRACKER platform and its integration with discovery systems. The company also plans to further improve the catalog of services and self-service tools.