Техносерв (ServiceNow IT Service Automation Suite)

2018: Implementation of the synchronization and file exchange system “TechnoDisk”

On February 15, 2018, Technoserv announced the introduction of the TechnoDisk corporate information synchronization and file exchange system at its Moscow headquarters, deployed in the Technoserv cloud.

prerequisites

In order to organize collaboration and centrally store and exchange files, Technoserv experts use an enterprise file sharing system. The previous solution was deployed on Technoserv’s internal infrastructure, with all relevant functions related to the complexity requirements of continuous management, redundancy, and rapid expansion. It does not always meet the growing business needs.

Project Progress

In December 2017, Technoserv announced the launch of data storage and synchronization services based on its own cloud platform Technoserv Cloud-TechnoDisk. At the same time, the solution was also tested in Technoserv. In total, about 200 users from company employees tested the TechnoDisk solution in various operating modes over a three-month period.

With all data transferred from the previous file sharing system, users did not notice the transition to the platform. The Technoserv Cloud team spent about two weeks integrating the solution with the enterprise environment and customizing all system parameters.

Agents for synchronizing cloud storage with local folders can be used on workstations, and tools for using TechnoDisk are integrated with Microsoft Office. The system can also be accessed from the employee’s mobile device via the Internet using an appropriate application.

project outcome

Since January 2018, Technoserv has completely switched to the TechnoDisk synchronization and file exchange system based on the Accellion kiteworks platform. As of February 15th, every user of the system has access to 200 GB of storage, which can be expanded to almost any capacity if needed.

The project was implemented in response to a joint request from the company’s departments responsible for information technology and information security. Taking advantage of the possibility of branding solutions for customers, the company chose the Technoserv Disk name and used the Technoserv company domain. Technoserv Disk is deployed on the independent closed virtual infrastructure dedicated to the company in Technoserv Cloud, which allows you to save equipment capital investment and consume as many resources as needed.

The Accellion kiteworks platform maintains the required level of information security. In implementation, Technoserv Disk can be integrated with the company’s enterprise DLP system. The solution can also use other security options, such as the use of encrypted containers created with BitLocker to ensure the confidentiality of workstations synchronized with Technoserv Disk, and the use of extensive functions to remotely control data transmission within the platform.

In addition, built-in antivirus protection and firewalls can be used to protect the network from unauthorized access by filtering internal and external traffic, multi-factor user authentication (MFA), and integration with the ATP (Advanced Threat Protection) system.

In order to ensure the safety of use on mobile devices, the administrator can restrict the user’s ability to extract files outside of the kiteworks mobile application, and all operations of viewing and editing files, in this case, will only be performed within the application itself.

Enterprise information systems for synchronization and file exchange are known for their simplicity and mobility, as well as security and safety. Generally speaking, transferring file exchange services to the cloud can provide our employees and external users with access to it without additional costs to meet the requirements of ensuring the security of the corporate environment. At the same time, the Accellion kiteworks-based platform provides us with all the necessary EFSS-level solutions, which are much cheaper than popular cloud solutions,” said Alexander Ivanov, Head of Information Security Services at Technoserv.

According to Technoserv, the system solves many problems:

• Store and view documents and media files,
• File Sharing,
• File synchronization between PC and mobile device,
• Integration with the mail service Outlook,
• Integration with enterprise software and popular cloud services,
• Integration with SSO (Single Sign-On) service.

Among them, the company’s most popular usage scenarios are named:

• Transfer files to and receive files from the counterparty (even if you don’t have a registered counterparty who doesn’t have access to the system, you can download it from the link),
• Create folders for collaborating on files and inviting colleagues to join,
• Create a folder and ask colleagues to upload files to it.

As of February 15, more than 800 users have used the system, including Technoserv employees and partners, contractors, and corporate customers. Obviously, the demand for the new solution is high: in the first two weeks, the amount of used storage has increased by 250 GB, and it continues to grow. Because the solution is deployed in the Technoserv cloud, the system can be flexibly expanded, and we can consume resources according to actual needs,” said Alexey Berzin, head of Technoserv’s Information Technology Department.-Because each employee independently manages his storage, including providing access to it The system speeds up the exchange of information with our counterparties, and does not actually incur the current management, access and solution support costs.

2017: Implement management system and provide IT service ServiceNow

Russian system integrator Technoserv announced the introduction of ServiceNow’s centralized management system and IT services on September 18, 2017. The company operates in the field of ITSM solutions (IT Service Management, ITSM).

Background of the project

As of September 2017, Technoserv has more than 2,700 employees. In addition to the main Moscow office, Technoserv also has 9 regional offices and 5 subsidiaries. In order to centrally support the operation of all IT systems and equipment in all departments of the company, Technoserv experts use the ITSM system.

Over time, the ITSM solution used by Technoserv has become obsolete, causing difficulties in the update process, and the implementation of additional functions requires a lot of labor costs. In addition, Technoserv’s system landscape includes many service systems used to provide services to company employees. In addition to IT support, these applications are also suitable for HR, administrative departments, etc.

Therefore, the company management decided to transfer Technoserv to a modern ITSM platform.

System selection

In order to implement the project, a special working group was established, which included more than 20 employees from multiple departments. The first stage is to choose the ITSM platform. To this end, a list of functional and non-functional requirements of the system was formed, market analysis was conducted, and 10 potential solutions produced in Russia and foreign countries were selected. Based on the evaluation of the functional coverage of each solution to the integrator’s needs, the labor intensity and cost of the necessary improvements, and the evaluation of the subsequent maintenance costs of the system, it was decided to implement the ServiceNow ITSM platform.

Implementation progress

ServiceNow provides a unified platform for automating the life cycle of IT services, managing projects, personnel, resources, risks, etc. It is also worth noting that since 2014, Technoserv has been an official partner of ServiceNow and has its own expertise in supplier products.

The implementation project was launched in January 2017. Technoserv engineers completed the system configuration in April and put into trial operation (OPE) in May. From May to August, gradually docking the OPE process of the company’s business divisions, and based on the results, finally determine the solution, and conduct industrialized operations across the company.

project outcome

According to Technoserv’s feedback, the implemented solution optimizes the process of serving end users by introducing SLA control tools, automatic upgrade request procedures, and enabling users to receive work progress information about their requests in a timely manner.

The system is used for users’ technical support, ordering and repairing equipment, and coordinating access to the Technoserv information system. The user request was accepted by more than 50 employees from the relevant departments-Information Technology Department, Service and Outsourcing Department, and Information Security Service Department.

The implemented system worked as usual, and the transition was unexpectedly smooth. The implementation of the ServiceNow platform allows us to optimize the technical support process and the interaction between departments within the framework of the work requested by the user. This approach simplifies our corporate IT environment and allows us to optimize its maintenance costs. Alexey Berzin, head of Technoserv’s information technology department, said that it is clear that employees are much more comfortable working in a “single window” mode. -In the future, due to the further development of the self-service portal, we plan to expand the scope of services provided to employees-by expanding the service list of the information technology department and transferring the services of our internal departments-human resources, administrative and economic services, etc.