Russia’s 5 best enterprise SaaS ITSM platforms

In recent years, the IT Service Management (ITSM) service model has surpassed IT. The ITSM platform is used to manage management and business services (AXO), HR, HR, finance and other non-IT departments.

Placing such a system in the cloud is the best solution, because during a disaster, even though its own infrastructure is in a “lying” state, the cloud-based ITSM system is still available and can help coordinate the elimination of the cause of the accident expert.

Many external systems are provided in the cloud. However, such systems process personal data, among other things, which means that the servers they run must be located exclusively in Russia in order to comply with legal requirements for the protection of personal data.

Computerra has compiled a list of the best company ITSM solutions that are available in the cloud and comply with Russian regulations (ie hosted in Russia).

Current service

American ServiceNow, Inc.’s products are one of the most popular ITSM platforms in the world. From 2014 to 2019, ServiceNow was named a leader in Gartner’s Magic Quadrant for ITSM Solutions for six consecutive years.

Initially, the platform was created as a tool to automate IT support processes. In recent years, ServiceNow has expanded its scope. Now you can use it to manage financial services, human resources, marketing departments, AXO, etc., and all modules are “built-in” and fully functional.

ServiceNow’s Russian customers include Rosbank, Norilsk Nickel, Rossiya Airlines, Sochi Autodrom.

Release year-2003. The manufacturer’s website.

ServiceNow for Russian companies places its platform in the facilities of the Russian Federation data center MSP (Managed Service Provider) ITGLOBAL.COM.

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(The following are relevant excerpts from Russian and foreign customer reviews):

1. ServiceNow allows you to manage all processes and departments of our IT company in one window. Advantages include-convenient reporting, notification of SLA violations, services for registering incidents and monitoring results, incident and change management. Among these shortcomings, there are sometimes problems when working in the Internet Explorer browser we use. But I believe 100% that ServiceNow will become the market leader in the next few years. (31.10.2019)
2. Overall, the ticket closing speed is faster than all the previous systems we used. Advantages-easy to use, extensive customization options and stability. Disadvantages-Configuration Item (CI): If this item is missing in the CMDB, the administrator needs to be required to add CI so that the ticket can be closed. But this is more likely due to the particularity of our implementation. (17.09.2019)
3. Pros: The best thing about ServiceNow is the way it handles all data and reports directly in the tool. We can group tickets according to certain rules or configuration items, which really saves a lot of time. Very easy to browse. (30.09.2019)
4. One of the best business management products in the world. Even the best. Minus sign-Implementation may take a long time, which may affect employee productivity and the speed of processing customer requests. (27.03.2019)

simple

SimpleOne is a new Russian language platform for business process automation based on the ESM (Enterprise Service Management) model. The advantage of SimpleOne over all other participants participating in the evaluation is that it was originally created as a general platform for service management in any department of the enterprise (unlike the rest, it is to extend the ITSM method from IT to other departments) . In other words, SimpleOne is equally convenient for AXO, HR, information security, IT experts, financial services, and lawyers. It is based on ITIL and VeriSM conventions.

SimpleOne’s target customers are large enterprises and government customers who are interested in digital transformation. The platform was officially launched at the end of last year, but it is rapidly expanding the list of partners and customers: Krok, IBS, Devteam Russia, IT-Guild, ITGLOBAL.COM.

Year of establishment-2019. The manufacturer’s website.

SimpleOne provides low-code and no-code tools, powerful architecture, modern design and interface. This product is very important for the global market. If SimpleOne continues to develop in this direction, it is likely to become the best ESM/ITSM platform in Russia.

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1. At the beginning of this year, we migrated the ITSM system from ServiceNow to SimpleOne. I can notice that the filter and sorting functions are more convenient and powerful, and the convenience of using data is close to Excel. Very good, by default, all record lists are pre-configured to display the fields in the related table.I am satisfied with the powerful and logical service level management with access to the workflow system, which allows you to link service agreements (DS) and SLAs with real paper contracts. This feature was previously missing in ServiceNow.

   From the same opera, the “Related List” function allows the customer request to be immediately split into several different entities (events, service requests) related to this request. Previously, only one record could be generated. (04.02.2020)

2. Implement SimpleOne as an ITSM system. Nice modern interface. The performance is stable and will not sag when the number of users increases (currently 200 active users). This interface can be modified instantly on the form, which is very convenient. The service portal is intuitive, reasonably structured and easy to navigate. (10.01.2020)

Nauman Service Desk

The platform is designed to automate business processes for enterprises of all sizes, with a focus on managing IT departments and service desks. Naumen SD is used by more than 300 customers in the public sector, telecommunications, retail, outsourcing and other fields. Clients include the Russian Post, Ministry of Telecommunications and Mass Communications, Russian Technology Corporation, Azbuka Vkusa.

According to the results of the All-Russian Research IT Service Management 2019, the platform has entered the top 5 ITSM solutions in the Russian market.

Year of launch-2001. The manufacturer’s website.

Although Naumen SD is a powerful ITSM tool, it is still not a “boxed” tool: to get full functionality, you need to purchase separate modules, and each module needs to be integrated and configured.

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1. Ensure the continuity and high quality of support services. As a result, operational efficiency has been improved and system maintenance costs have been reduced by 40%. At the peak, our load reached 1000 concurrent client requests. No malfunction was observed. (06.05.2018)
2. Mobile app reviews (user rating 3.6 out of 5): There are many notes: in the task, you can only select and copy the number of the specified contact; like in many other applications, it will be more convenient to click on the number and then open it in the phone application. (23.12.2019)
3. Mobile app reviews (user rating 2/5): The system is very primitive…how to make the variable name returned by RestAPI have a syntax error? .. The design caused a strong nostalgia for web applications in the mid-2000s. Very useful error messages, such as 500 Internal Server Error. (18.11.2019)
4. Sometimes, when encountering complex problems, the response speed of technical support will not be as fast as we expect. (09.02.2017)

Service creativity (ранееbpmʼonline)

Taking into account the recommendations of ITIL and ITSM, it is a system used to organize the work and maintenance of internal departments and individual customer service centers. Features include-business process automation, handling requests, issues, incidents, service levels, configuration, knowledge base and publishing. Service creation has two “modifications”: service enterprise (enterprise service) and customer center (customer service center).

Based on Service Creatio, several independent Low Code platforms have been created-BPM and CRM systems focusing on various departments: sales, marketing, help desk, etc.

At the same time, the main focus of the system is on sales management (Sales Force Automation, SFA), and ITSM functions are somewhat weak. Russian customers include ZYXEL, Tele-2, OTP Bank, Uralsib, Severstal.

Year of establishment-2002. The manufacturer’s website.

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1. Before using bpmʼonline, it was difficult to find specific customer data that was previously processed because they were input into different CRM modules that were not related to each other. An important function is a system that can link data and ensure transparency between departments. This is why we choose bpmʼonline. (24.07.2019)
2. Disadvantages-many mistakes. New updates will overwrite these fixes and make the software unusable until the new fixes are applied. (16.05.2019)
3. The appointment is not linked to the Outlook calendar, which means you must always keep the program open to receive reminders. (October 17, 2018)
4. Mobile app reviews (user rating 2/5): Lack of functionality. We need to sort the requests by parameters (registration date, decision period, office). We need to synchronize these filters from the web version. Just like on the web, we need to match custom columns in the list. The total needs to be synchronized from the web version. (01.07.2019)

yttrium

The system is based on 1C and ITIL v2 and ITIL v3. Mainly used for help desk automation in the IT industry. In order to expand the functionality, integration with the 1C: Enterprise program-8.2 and 8.3 (appropriate license required) is provided.

Itilium focuses on the Russian market. Client-Rive Gauche of GAZ Group, Ministry of Natural Resources and Environment of the Russian Federation.

Year of establishment-2006. The manufacturer’s website.

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1. Advantages-complete all assigned tasks. Disadvantages-some users may experience interface issues. But this is only the first time. Habit problem. Reliable, high-quality products from Russian manufacturers. High-altitude technical support. I recommend. (02.04.2018)
2. Our company is engaged in insurance business. Two weeks later, we automated all business processes and the system itself began to reduce capital investment. The target set for the number of customers served (250 per month) fulfilled the task. We got what they wanted. (April 23, 2018)
3. Advantages-a separate forum composed of administrators, no need to search for information on other websites, just ask the administrator. Understand ordinary employees. But telephone support is very expensive-this is a disadvantage. Another disadvantage is the outdated design, if the system is not shut down for a few days, it will crash. (02.08.2018)