OREANDA-NEWS. August 11, 2011. OMNINET announces successful deployment of an OMNITRACKER-based automated system for incident and user service request management at the MICEX.

OMNITRACKER is an intellectual program solution developed by OMNINET, used as a professional system for controlling technical support and other service departments. OMNITRACKER software is the best tool for managing business processes which can be applied in a wide range of tasks. OMNITRACKER can be used in various fields and can be easily, quickly and cost-effectively adapted in accordance with customer requirements and business processes. OMNITRACKER strategy is focused on understanding and optimization of systems and related business processes.

As a result, processes for configuration, incident, event and service request management, work management, and analytic process reporting were automated based on OMNITRACKER. By way of configurations process design, a resource and service model was built, along with description provided for configuration management database (CMDB).

Initially the project encompassed the Center for operations and trading software, Center of information and technical support with MICEX CJSC and the Center for maintenance and development of MICEX CJSC corporate information systems. At present, the solution is extended over the whole MICEX Group by efforts of the Service Management department.

Work management process was implemented as a single unified tool for work assignment, execution and control, which provide a basis for incident and service request management processes. In the future it will allow receiving data on each work executor both in terms of operating activities and efforts aimed at development. Rules of filtering and correlation were developed within the resource and service model for events proceeding from various monitoring systems, which will enable integration of OMNITRACKER and corporate IT infrastructure monitor systems as the next step of system development.

“MICEX is the largest exchange in Russia, the CIS, Central and Eastern Europe in terms of total trading volume. It is a big success for us to work with them. OMNITRACKER can offer the most comprehensive range of solutions for automation in IT services and thus we can even meet the needs of such a large organization as MICEX. We are confident that our collaboration is going to be very fruitful,” – said OMNINET CEO Michael Dobner.

Andrei Nosov, head of the Service Department and Project manager said: “The MICEX top management had set an ambitious challenge for its IT department – create a single service unit within a month and carry out automation of basic user support processes. Meeting this goal in such tight deadlines was only possible by means of well-managed organization of project works programmed to the nearest hour and flexible state of the art software platform which could be easily harmonized with existing processes. As a result, we decided on OMNITRACKER which met project requirements like no other, and it absolutely complied with our expectations. User-friendly interface, convenient development tools and extensive opportunities of integration with external software allowed us not only to deliver on target in due time, but to develop the system and extend it through the whole MICEX Group considering our department’s limited workforce. This gives us the right to promote the system as unified software for automation of technical support”.

Ilya Savichev, architect of the solution: “This project was another proof of the fact that it’s all about people! We had full support of top executives combined with the enthusiasm and high professionalism of our project team. Everyone worked toward the goal. And this made it possible to complete the project under the tight schedule and meet the challenge.”