“Lenenergo” – an open joint stock electric power company, one of the largest distribution and network utilities in Russia, would like to announce about the successful deployment of processes in incident, configuration and user service request management.
Process automation was powered by OMNITRACKER. Process design, automation and implementation were carried out with collaboration of OmniWay consultancy.
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’s requirements and business processes. OMNITRACKER strategy is focused on understanding and optimization of systems and related business processes.
The project involved development of CMS (Configuration Management System), which ensures a resource and service model that allows evaluation of the influence of each configuration unit on the IT services.
Most of Lenenergo IT functionality is outsourced to external organizations. This fact had an impact on the implementation of operating processes — the incident, service requests and work system is a space where corporate departments and external contractors are brought together. Control of work performance is carried out through a number of reports calculating key quality indicators by the participants’ roles and types of activity. Implementation of the OMNITRACKER solution allowed achieving transparency in terms of outsourced IT tasks quality control. The services quality reporting system is used for calculation of service coefficients, which have an influence on the contractor’s financial reward. A unified information space was created to reflect the activities of more than 10 service contractors.
Besides, using generic solutions it became possible to reduce the main works’ runtime, and the time saved was spent on automation of contractor agreement registration and records on expendable materials. The latter allowed establishing control over the conformity between device prototypes and the models of expendable materials, and also control their stock.
Ilya Savichev, OmniWay CEO: “This was our first project in the power industry. Moreover, for the first time ever OMNITRACKER was implemented in the power industry. The important distinctive feature of this project was that we had to build processes not only for the internal IT service, but also for a number of outsourcing organizations which provide their services to Lenenergo. And we got yet another proof that the winning formula is nothing but: people, people and once again, people: the commitment from Lenenergo and their contractors, strict adherence to deadlines by all parties and most importantly — all-round and timely support of top management.”
“Implementation of OMNITRACKER for building IT management processes in “Lenenergo” is a milestone for OMNINET, because it is the first time that OMNITRACKER was used in the power industry. Besides, this project envisaged using OMNITRACKER not only for the internal IT management system, but also for organization of control over external contractors, which proved that our solution is fit for any business processes,” – said OMNINET Russia and CIS CEO Michael Dobner.
Mikhail Antipov, head of IT Department: “The project was delivered in strict compliance with the schedule and budget, and it met all our expectations. Implementation of the first project phase allowed cutting operating costs as a result of tight control over service facilities and the concluded service level agreements. We chose OmniWay as our consulting partner due to the company’s extensive experience and deployment methodology which allowed completing the project in a short time. This is our first step in building the system for IT-services management. The next thing we are going to do is to expand the process scope within our IT Department and extend the solution on the ASTU and Telecom and communications Departments.”
Information about the companies:
OMNINET (www.omninet.ru) — Russian branch of the leading supplier of ITIL-based software solutions for IT services in Europe. The Company was founded in Germany in 1993 and currently has representation offices in Vienna, Brussels, Hague and Bern. In 2007 OMNINET started an active business expansion into Russia and the CIS countries. OMNINET customer lists features such companies as Siemens, Union Investment, Deutsche Telekom, T-Systems, Mercedes-Benz, ROLF, Yandex.Money, Bank «Saint Petersburg», Sportmaster.
Lenenergo (www.lenenergo.ru) - an open joint stock electric power company is one of the largest power distribution and network utilities in Russia.
Key business activities of Lenenergo are:
· Provision of power transmission services and other services related to electric power supply to the customers;
· Technological connection of power receivers (power installations) of corporate and individual customers to the power grid.
Today “Lenenergo” OJSC caters for a large market – Saint Petersburg and the Leningrad region with total area of 86 739 sq. km and population of 6 213 748 people (4.6 % of the country’s total population).
OmniWay (www.omniway.ru) is a consulting company providing professional services in IT and related technologies management. The key business activities of OmniWay are:
- Process consulting;
- Deployment, integration and support of information systems;
- Trainings.
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