Passed "X lump" to service management model with processes based on Naumen Service Desk

On August 8, 2018 the NAUMEN company announced that the Iks-kom system integrator automated management processes of IT and service maintenance based on the complex Naumen Service Desk platform.

The decision on implementation of the complex information management system service processes was caused by need of a covering of the growing business needs for process optimization along with continuous improvement of service of internal and external users. Flexible opportunities and ease of the Naumen Service Desk settings allowed the system integrator to execute system deployment by own forces in three days.

Within service maintenance the centralized support of all IT infrastructure of the Iks-kom group including over 10 different systems and the equipment, office and infrastructure software, the communication system is provided. The failsafe automated system exercises comprehensive control of work of all components of infrastructure, keeping track of their working capacity and allowing to take proactively actions directed to maintenance of quality of the rendered services.

"Thanks to implementation of the Naumen Service Desk platform we optimized key processes. The transparency increased, the processing speed of requests along with quality assurance increased twice. It was crucial for us in the conditions of the growing loading with which the platform perfectly copes. Gradually we connect to the system of our big customers, respectively, the amount of the processed requests systematically grows. Also, we are going to scale a system on administrative department and accounting, – possibilities of the universal platform allow to implement effectively this task, including, regarding economy of costs". Vyacheslav Logushev, the area director of IT – service and outsourcing, Iks-kom Group

Before the implementing solution NAUMEN in the company a system with limited opportunities in which in the manual mode registered arriving by e-mail and phone of the request from clients was used. In the created system everything is centralized, the automated accounting and control of execution of each request are provided.

"Due to functionality of a system considerably improved customer service. Clients come into the personal account which is available in Naumen Service Desk at any time and trace the requests online. Certainly, it is much more convenient both for the client, and for the contractor. Also, there was an opportunity to show to clients all history of the carried-out works not on paper, and in the structured online type". Vyacheslav Logushev, the area director of IT – service and outsourcing, Iks-kom Group

At the expense of the web self-service portal serving as the simple and modern channel of interaction of users the convenience of communication of employees not only with external clients, but also between internal divisions of the company increased. Users of the portal have access to the Knowledge base in which reference materials can find answers to the questions.

In the short term the system integrator is going to integrate Naumen Service Desk with a business system of 1C that will provide synchronization of data (for example, synchronization at the order by engineers of the spare parts lacking for execution of works, supplies and so forth) and end-to-end management in a unified environment.