SPLAT is a leading developer and manufacturer of professional solutions in the oral care, household chemicals and hair care categories, and it has completed the implementation of the ServiceNow IT automation platform. The implementation of this system makes it possible to create a single service point and provide IT services for the company’s headquarters in Moscow and the production eco-factory in Valdai. IT processes such as incident management, request management, problem management, and change management are automated, configuration item databases are collected, and integrated with IP phones.
“The difference between this project and others is that the company Spratt Based on the best international practices available in the basic delivery of the platform, it was decided to establish an IT management service model Current service which performed Start almost from scratch without using the previously established process and the baggage accumulated in the automated process”, -Project designer Ilya Radchenko pointed out.
The implementation of ServiceNow enables SPLAT to solve the problem of managing IT services and use this module to automatically detect and monitor its status, thereby organizing the control over the use of IT assets. ServiceNow makes it possible to implement mechanisms for receiving and processing requests from users, and its integration with IP phone systems increases the ability to intercept calls and enter them into the billing database. Creating a unified system for recording and processing company employees’ requests can increase the degree of control over employees’ execution and reduce the risk of their losses.
“Before implementation Current service We used the free ITSM system SpiceWorks. The level of automation of IT processes can be called conditional: request registrations from users are retained, and there is no configuration item database (CMDB).Choose from several ITSM-platform(Current service, Terrasoft bpm.on-line, Gila desk with Naumen ITSM 365), we chose Current service, Because it provides all the functions we need “out of the box”, and has flexible settings and a user-friendly interface, – Splat-Cosmetics LLC Anton Yarmonov’s technical support department head commented.
For the implementation of the project, the ServiceNow Express version was selected. This version provides a limited set of plug-ins and applications for automating company processes, but it has the most popular and A complete set of tools for the necessary IT processes.
“Current service which performed Allows you to transparently migrate to the full version at any time Current service enterprise After saving all the creation and configuration processes, you only need to purchase other licenses. This allows the company to continue to grow and, after reaching a certain level of IT maturity, take the next step towards taking everything as a service and automate any area of its activities”, – The general manager of IT Association company Ivan Zhigalov added.
Customer feedback on the project:
“Together with the IT Association, we successfully implemented a project to automate IT processes, quickly start basic processes and reorganize technical support services, thereby increasing the speed of incident handling, eliminating backlogs of applications, and stabilizing KPIs carried out.
Next year, 2018, we plan to switch to Current service The implementation of business process solutions for enterprises and for self-service password reset, which will increase the penetration of the service model into other business processes of our company,” -Anton Yarmonov, Director of Technical Support Department of Splat-Cosmetics LLC, shared the work results and future plans.
extra information:
SPLAT company () Is a leading developer and manufacturer of professional solutions in the fields of oral care, household chemicals and hair care. SPLAT focuses on creating quality products that have no similar products in the world. The company occupies 16.9% of the Russian market in the toothpaste (in currency terms) category and exports its products to 60 countries.
The company “IT Guild” () Is an official partner of ServiceNow Ltd., the global leader in service desk management software, according to Gartner and IDC MarketScape. ServiceNow is a SaaS (Software as a Service) system for IT infrastructure management of medium and large enterprises. The “IT Association” carried out a complete work cycle for the implementation of the ServiceNow platform: integration, management, and technical support. ServiceNow turnkey solutions allow you to automate your company’s ITSM and other service processes in finance, law, human resources and other areas. The identity of MSP (Managed Service Provider) partners and the completed projects in large-scale business areas confirm the company’s experience and professionalism. In the certified data center of the Russian cloud provider, placing the platform on modern equipment can provide each customer with a high level of service.
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