The Public Corporation Alfastrakhovanie has become a
winner of the annual international contest done by IT Service Management Forum
(ITSMF Russian Chapter). The project of the company is considered as the best
ITSM-project of the year 2013. The main project objectives were to develop the
integrated system of IT-service management and also to spread the practice of
the complex process and service management over the business-divisions of the
insurance company. This project involved a partner on technology and
consulting, company OmniWay. The automation of the management processes was
based on the software platform OMNITRACKER – the product of the German software
publisher OMNINET.
This project involved more than 5000 employees of the
insurance company, performing in more than 400 offices and regional
representative offices. The project of formation and development of the
integrated management system consisted of several stages.
The first stage included the projecting and
implementation of the IT-management system, approval of the service quality
policies and management processes reengineering. Process coverage of the first
stage:
- Service
level management;
- Service
cost management;
- Customer
inquiries management;
- Incident
management;
- Problem
management;
- Change
management;
- Purchase
management;
- Asset and
configurations management;
- Work-flow
management.
Accordingly to the first stage result it was clear
that the process foundation could serve as a basis for successful solution of
applied IT and business-tasks.
The second stage was mainly focused on formation of
the integrated management system and improvement of the IT-service quality. In
terms of work-flow at this stage there was reengineering of the Service
Cataloge which currently describes more than 100 business- and 250
technological services considering technological processing routes, providing
service standards and geographical state of distribution of the offices. The important
task of the second stage was preparation of the IT-service management system
for the certification audit for compliance with ISO/IEC 20000 quality
standards. In the process of
certification the work-flow processes of the company were audited in terms of
international standard requirements and leading IT-service practice standards.
The task was successfully solved and AlfaStrakhovanie was issued the
international certificate of compliance with the quality standard ISO/IEC
20000-1:2011 which serves as a guarantee of the IT-service quality regarding
the consumer expectations.
The main goal of the third stage was
transferring of the process management experience over the business-divisions
of the insurance company. The pilot
implementation was made in terms of the Correspondence send/receive service in
Operation department. The approach showing a good history in IT was quite easily extended for the other
service divisions. Furthermore the experience of integrated process and service
management was successfully applied in other back-office divisions which
allowed to increase the overall effectiveness of the business-processes and to
decrease the expenses for organization of business-sections interaction dramatically.
Upon the completion of the project the following
results were achieved:
- IT-service
quality increase (all the SLAs concluded with business-customers are
reported to have stable positive references);
- Dramatic
decrease of transaction expenses:
- While
overall inquiries volume increased by 250% the expenses on processing
went down by 70%;
- Asset
and IT-purchase management allows more accurate IT-expense control
through business lines which gives more detailed information for
evaluation of variety of insurance business directions;
- Increase
of insurance activity combine coefficient which is the universal effectiveness
identifier for insurance companies;
- Effectiveness
increase and expense reduce in terms of back-office business processes;
- Increase
of the reputation level and image attractiveness by means of compliance
with international certification.
Thus owing to the totality of the scale,
complexity and effectiveness factors the project implemented by
Alfastrakhovanie has become the brightest ITSM-project of the year. Experience
and practices used in implementation will contribute into the overall
development of ITSM-technologies in Russian and CIS and will help to popularize
the modern management methods in the area of informational technologies.
AlfaStrakhovanie PLC (www.alfastrah.ru) is one of the largest
Russian insurance companies with a universal services portfolio including both
complex corporate interest protection programs and a wide range of insurance
products for private individuals. It holds several licenses for more than 100
insurance products, including life insurance. More than 400 regional
representative offices conduct insurance activities in Russia.
OmniWay (www.omniway.ru) is
a consulting company, specializing in design, automation and implementation of
different business processes. The company offices are located in Moscow and
Kiev. The key company activity is ITSM-consulting. The OmniWay consultants are
certified specialists of ITIL Expert, IT Service Management, ISO20000
Consultant Manager, having significant experience in project implementation
aimed at IT service quality& effectiveness increase. Among the customers of
OmniWay are finance institutions, energy, trading, manufacturing and
telecommunication companies, govermental enterprises.
OMNINET (www.omninet.ru) is a
Russian subsidiary of the leading provider of software solutions
for automated
IT services based on the recommendations of ITIL in Europe. The company was
founded in 1993 in Germany; it has offices in Vienna, Brussels, the Hague and
Bern. Since 2007, OMNINET has been actively developing its business in Russia
and CIS countries. OMNINET customers include Siemens, Union Investment,
Deutsche Telekom, T-Systems, Mercedes-Benz, MICEX, ROLF Group,
AvtoSpetsCentreGroup of Companies, Yandex.Money, Bank Saint-Petersburg,
Sportmaster, Lenenergo, FOZZY Group, VTB Ukraine, MTI, and
Prominvestbank.
OMNITRACKER is a professional management system for
technical support and other services. OMNITRACKER is useful in a number of
areas; it can be adapted to the customer's requirements and business processes
quickly, easily and cost-effectively. The strategy of OMNITRACKER focuses
on understanding and optimizing systems and corresponding business processes.
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