Companies "Delovaya Sreda" and OMNINET Russia and CIS have accomplished the mutual project on configuration development for OMNITRACKER software, created by the German specialists of OMNINET. The project has covered incident management and service request processes. Its major objective was to implement the new system facilitating the receipt of data on performance of IT-services providers and monitoring of operational activities of the service team.
"Delovaya Sreda" creates fair conditions for the business development of its partners - middle and small-scale business enterprises, providing IT services and solutions. As far as the operational volume has increased the incident and IT-support request management has started to become more and more important. In other words it became necessary for a high-quality product, allowing to control and monitor the task time-limits, provide reliable statistics, received throughout the life-circle of the requests, monitor all the current jobs and distribute the workload among the employees in a fair way.
One of the requirements of the new software was the ability to consider the specifics of "Delovaya Sreda" where operational success depends not only on the internal service quality but also on the quality of services provided by external specialists. "Delovaya Sreda" was in need of an effective control tool which could be able to function in the complicated system of escalation of the requests which depending on the specifics could be forwarded either to internal specialists or to external providers. Besides all that it had to be able to cope with such small-scale business specific feature as intense time history - in such circumstances the tool is required to allow quick changes into the built configuration processes.
Along with that the company needed a system providing the estimation of the necessary actions, regulation of penalties in case of SLA metrics non-compliance, allowing to make multylevel management decisions including the automatic ones.
As a result OMNITRACKER was chosen as the most satisfactory tool in terms of quality and functionality. It has served as the basis for software configuration development. The project was implemented by OMNINET Russia and CIS Professionals and the specialists of "Delovaya Sreda".
Considering the peculiarities of the company work-structure there was created a system directed to service-levels interaction, allowing data consolidation in accordance with requests, monitoring the life-circle stages starting from the zero point including step-by-step operations, planned completion date, real accomplishment time and ASL compliance. Also, there have been created several rather flexible interfaces for integration including web-services, lock for integration by means of e-mails, import and export of files.
«Our joint project was very interesting and unusual in terms of tasks and task-realisation. Such projects serve as a proof that we have found the right way of development based on the principal of creating solutions oriented at individual customers demands and requirements "- comments Michael Dobner, CEO OMNINET Russian and CIS.
Currently the specialists of OMNINET Russia and CIS and "Delovaya Sreda" are considering various ways of further development and improvement of the automation system. In particular they are discussing the possibilities of release management process automation.
«Delovaya Sreda» (www.dasreda.ru) - a unique project aimed at creation of the new complex technological infrastructure for small-scale business enterprises of Russia. Its main objective is to develop business undertaking in the Russian Federation. The key components of "Delovaya Sreda" are: convenient interface for "Sberbank" banking services, cloud applications and services for business development store, B2B trading site, distant education school, interractive online-magazine, business net Joint-stock company "Delovaya Sreda "is 100 % subsidiary of JCS" Sberbank Rossiya ", founded in 2012 .
OMNINET Russsia and CIS (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.
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