OMNINET and BTC IT Services GmbH announce the successful completion of the IT Service Management based on OMNITRACKER modernization project

Press-release

19th of October, 2011

OMNINET company completed modernization of control and IT-management services based on OMNITRACKER project for BTC IT Services GmbH. Within the bounds of the project all key processes have been developed on ITILv3 standards of OMNITRACKER IT Service Management. In addition specific requirements and additions were implemented to the change management system: in the context of the unification, previous calendar has been substituted for OMNITRACKER as well as identified changes were made to configuration management and grade of services.     

BTC IT Services GmbH, a subsidiary of BTC AG, is a part of EWE Group Holding, and ranked as a fifth largest suppliers of electricity in Germany. BTC had been using the HP Open View Service Desk application at length for ITIL processes as an integrated solution for control and IT management services which eventually ceased to meet the growing needs of BTC. In that case, in 2009 IT services management software market was analyzed as well as multistage selection including the direct comparison with HP Service Manager. According to the survey, OMNINET’s software product – OMNITRACKER - has been selected as the future IT services management system for BTC IT Services GmbH.

The modernization project included the following tasks:

·             Performing complete functional migration of individual HP systems;

·             Connection of the current IT services information system, on the basis of the latter implementation was applied, with client requests;

·             Creating the system that processes resultant requests by using change management;

·             Integration with own server management tools;

·             Integration of the automated network monitoring system for unauthorized termination/ renewal of certain services (Nagios);

·             Using ITIL processes taking into account the specific BTC requirements.

Within the frames of the project all key processes have been developed on ITILv3 standards of OMNITRACKER IT Service Management as well as specific requirements and additions were implemented to the change management system. In the context of the unification, the previous changing calendar based on Outlook has been substituted for OMNITRACKER as well as identified changes to configuration management and grade of services were made. In addition to the technical modernization, for BTC IT Services GmbH staff was conducting OMNINET Process Manager training and functional specification workgroups, focused on effective training for professionals responsible for the processes and integration into a standard application. 

The successful launch of the system as a result of this ambitious project went through approximately 11 months. With the OMNITRACKER solution for lifecycle service management, BTC currently handles more than 9000 errors per month, 8000 changes and 11000 requests for work, serving more than 4600 servers, components and applications for more than 900 organizations. BTC plans to continue processes expansion and modernization based on OMNITRACKER. To complete standardization of mutual service in the group of companies, any decisions that belongs to other error tracking systems, will be substituted and optimized.  

“The project of IT service management modernization for the company BTC, one of the largest European companies, is a prime example of the success of OMNITRACKER in Europe. OMNITRACKER is a high-tech platform differing their efficiency and ease of use. This combination makes our product one of the popular on the European market. On the other hand, nowadays increasing number of Russian companies are turning to OMNITRACKER for process management, paying tribute to undoubted benefits of the product”, - says Michael Dobner, CEO of OMNINET Russia and CIS.

Information about the companies:

OMNINET (www.omninet.ru) is 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, MICEX, ROLF, Yandex.Money, Bank «Saint Petersburg», Sportmaster.

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.

BTC IT Services GmbH (www.btc-it-services.com) is a subsidiary of BTC AG, part of the holding company EWE Group ranked fifth among the largest supplier of electricity in German. The company provides first and second level IT supports, outsourcing of business processes and IT infrastructure management. In 2010 the turnover of BTC Group amounted to 176.1 million Euros.