Azot KAO implemented a unified tool for service maintenance and project activity management based on Naumen Service Desk and Naumen Project Ruler. The bundle of Russian products replaced the foreign system ManageEngine ServiceDesk Plus and allowed to efficiently process more than 2.4 thousand requests monthly. The project was completed in 2.5 months.
Thanks to the transition to Naumen Service Desk, the company re-engineered the service catalogue, making it more understandable. A single form for IT service requests was introduced for the system users. Each service is assigned to a certain team of performers. Requests are automatically distributed by the system to the specialists assigned to it.
The system has dashboards that display key performance indicators of the IT department. The manager can access a dashboard with real-time statistics for the whole department or an individual employee. Similar dashboards are provided for employees, only with personal metrics.
With the help of Naumen Service Desk the inventory of IT equipment has been made, the devices are labelled with QR codes.
Integration with the Naumen Project Ruler system allowed to organise a single environment for the work of specialists involved in internal projects and IT support. At the same time, there is no need to switch between systems to solve requests related to project tasks.
Thanks to the transition to Naumen Service Desk, the company re-engineered the service catalogue, making it more understandable. A single form for IT service requests was introduced for the system users. Each service is assigned to a certain team of performers. Requests are automatically distributed by the system to the specialists assigned to it.
The system has dashboards that display key performance indicators of the IT department. The manager can access a dashboard with real-time statistics for the whole department or an individual employee. Similar dashboards are provided for employees, only with personal metrics.
With the help of Naumen Service Desk the inventory of IT equipment has been made, the devices are labelled with QR codes.
Integration with the Naumen Project Ruler system allowed to organise a single environment for the work of specialists involved in internal projects and IT support. At the same time, there is no need to switch between systems to solve requests related to project tasks.
Labour cost accounting was implemented to utilise time to complete requests and project tasks. Integration with the access control system made it possible to display the time of an employee's presence at the workplace.
The company continues to develop the system, planning to make it the only tool for the IT department. Thus, the nearest plans include creation of a knowledge base with documentation and instructions, implementation and development of licence management processes.
‘The Naumen Service Desk product meets all our requirements: it is included in the register of domestic software, has a knowledge base, equipment accounting, project management module, licence accounting and has flexible settings,’ said Maria Sukhanova, Head of Informatisation and Communication Department of Azot KAO.
‘The system provides fast start-up capabilities and is based on a modern technology stack. These factors were decisive in our choice,’ said Anastasia Yakovleva, analyst of the application development group at Azot KAO.
‘With the help of the Naumen product bundle, a unified system has been created to process requests and manage project activities in the IT division - the Department of Informatisation and Communications. The fast implementation timeframe confirms the broad capabilities of our low-code platform, which is a convenient tool for solving almost any IT tasks and more,’ said Nikita Kardashin, head of Naumen's integrated digitalisation practice.
The company continues to develop the system, planning to make it the only tool for the IT department. Thus, the nearest plans include creation of a knowledge base with documentation and instructions, implementation and development of licence management processes.
‘The Naumen Service Desk product meets all our requirements: it is included in the register of domestic software, has a knowledge base, equipment accounting, project management module, licence accounting and has flexible settings,’ said Maria Sukhanova, Head of Informatisation and Communication Department of Azot KAO.
‘The system provides fast start-up capabilities and is based on a modern technology stack. These factors were decisive in our choice,’ said Anastasia Yakovleva, analyst of the application development group at Azot KAO.
‘With the help of the Naumen product bundle, a unified system has been created to process requests and manage project activities in the IT division - the Department of Informatisation and Communications. The fast implementation timeframe confirms the broad capabilities of our low-code platform, which is a convenient tool for solving almost any IT tasks and more,’ said Nikita Kardashin, head of Naumen's integrated digitalisation practice.
The publication was prepared according to the website of cnews.ru