Technoserv has completed the implementation of the ServiceNow ITSM system

Technoserv announced the launch of the ServiceNow centralized management system and IT services.

Currently, Technoserv’s employees include 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 previously used in Technoserv has become obsolete, which leads to difficulties in the process of updating it to the new version, 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 the new modern ITSM platform. The new solution improves the process of providing services to end users by introducing SLA control tools, automatic procedures for upgrade requests, and enabling users to quickly receive information about the progress of their appeal work.

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 new system was developed, market analysis was conducted, and 10 potential solutions 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 necessary improvements, and the evaluation of the subsequent maintenance costs of the system, it was decided to implement the ServiceNow ITSM platform.

According to Gartner analysts, ServiceNow is the leader in ITSM solutions. Manufacturers provide a unified platform for automating the life cycle of IT services, project management, 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 dock the OPE process of the company’s business divisions, and based on the results, finally determine the solution, and conduct industrialized operations throughout the company.

Today, 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 of the relevant departments-Information Technology Department, Service and Outsourcing Department, and Information Security Service Department.

“The system implemented today is functioning normally, and the transition was unexpectedly smooth. The implementation of the ServiceNow platform allows us to take the technical support process to a whole new level and optimize the interaction between departments within the framework of the work requested by users. This approach simplifies It improves our corporate IT environment and allows us to optimize its maintenance costs. It’s clear that employees are much more comfortable working in a “single window”,-said Alexei Berzin, Director of “Technoserv” of the Information Technology Department. “In the future, due to the further development of self-service portals, we plan to significantly expand the scope of services provided to employees-human resources, administrative and economic services, etc., by expanding the service list of the information technology department and transferring the services of our internal departments.”