OREANDA-NEWS. TENEX, one of the largest nuclear product suppliers in the global market, has minimized business risks arising from delayed IT service delivery or IT service failures and has improved IT service efficiency for its staff through a special-purpose ITSM solution implemented by CROC.

The solution automatically generates requests for 40 typical IT services such as receiving access to customer's information systems, installing new software, increasing mailbox size, providing IT equipment, ensuring mobile communication during business trips, arranging video conferencing sessions, etc., with approximately 600 TENEX office employees using the system, including close to 50 users who are authorized to approve requests.

"Our organization is part of the large and extensive Rosatom State Corporation, with IT services being rendered by the service provider on a centralized basis. To order a necessary IT service, our employees used to have to fill in a form, obtain approval via the electronic document management system, and upload and send the form via email for logging in the outsourcing service provider's system, with there being up to several hundred requests per month. However, this process is now automated in our own ITSM system which informs users of request progress and approval results, thus ensuring an approval process that is almost twice as fast," said Roman Chernomordin, Head of IT Department, TENEX.

The project included two stages: examination of customer's business processes that directly affect IT service delivery and implementation of the customized automation tool.

"Through examination of the customer's business processes, we managed to provide a new system with the complicated but familiar-to-customer logic of IT service request generation and approval, with only a few sub-processes being partly transformed. For example, each approver now has a deputy in case of his/her absence due to illness, vacation, or business trip. Since the implemented solution is integrated with an external ITSM application, the customer has a real-life picture to monitor user request fulfillment time. In addition, CROC provides 24x7 technical support for the new tool," said Georgy Ovanesyan, Head of ITIL/ITSM Consulting and IT Infrastructure Monitoring and Management Practices, CROC.

The completed project is based on OMNITRACKER ITSM Center-an application used by IT units in the largest global companies and well-known Russian businesses such as VTB24, ROSNO Insurance Company, MICEX, PONY EXPRESS, Svyaznoy, World Class, AlfaStrakhovanie, O'KEY Group, etc.

"This is not a typical project because ITSM is actually applied to control the activities of the outsourcing service provider. New tasks successfully performed with OMNITRACKER allow us to further improve our product to the customer's benefit. This complex IT and business process automation system now features a user-friendly interface, rich functionality, flexible configuration, and scalability," said Michael Dobner, CEO, OMNINET Russia and the CIS.