OREANDA-NEWS. October 19, 2011. HELiOS IT-SOLUTIONS, which is part of ARMADA OAO (MICEX, RTS: ARMD) hereby announces having installed software to manage IT services using HP Service Manager application at Belarus’ largest private bank, Priorbank.

The bank, like the entire Raiffeisen Group to which it belongs, focuses mainly on the provisioning of IT services. The system created by the bank is run by about 200 IT specialists all over the country, with an average of 4,000 incidents registered per week. Despite its achievements, the bank clearly saw potential gains from further improvement of the system.

HELiOS IT-SOLUTIONS was selected at a tender, in which Russian and Belarusian companies took part. As part of the project, the bank and HELiOS IT-SOLUTIONS carried out organizational consultation, designed and installed the system. They created a self-service portal for end users based on HP Service Manager 9.2 software, which is intended to measure the productivity of a service desk agent, customer satisfaction from every request, response time, time needed to fix incidents and many other mechanisms.

"Our goal is to efficiently provide the bank with IT services that suit best its business requirements. The project is a major step towards achieving this goal," commented Vitaly Pozhivilko, head of Priorbank’s automation and IT department.

"Needless to say, we are delighted to have implemented this project, which, in many ways, is unique for Belarus. The most important thing for us is that the bank sees the results of the project and remains committed to further rolling out its IT services management system," Sergey Yamov, head of the management system department at HELiOS IT-SOLUTIONS, concluded.