GORIA appreciated OMNITRACKER's contribution to the success of the Service Desk Ecosystem project

 

UGORIA appreciated OMNITRACKER's contribution to the success

of the Service Desk Ecosystem project

 

Specialists of the Information Technology Directorate of AO UGORIA Insurance Company have completed the implementation of the Service Desk Ecosystem project, which combines several completely different modern technologies and systems, including the OMNITRACKER business process automation platform, to organize high-quality and cost-effective IT support for business. The project of state-owned UGORIA Insurance Company became the winner in the category "Service Culture" in the framework of the annual competition "ITSM-project of the year 2021", held by the itSMF Russia Association.

 

A special feature of the project was the implementation of all systems exclusively taking into account the requirements of business units and in full compliance with the company's development strategy within the framework of a modern response to changing external and internal circumstances.

 

During the project a revision of the catalog of services was implemented on OMNITRACKER, which became convenient and understandable for both IT specialists and ordinary users of business units; integration with role models for providing access based on internal regulations of UGORIA. The company has rebuilt the technical support processes and implemented micro-commands using the Swarming method, as well as many unique dynamic forms on the Technical Support Portal. The Enterprise service management approach ("single point of contact") was also implemented, and business processes were rebuilt in accordance with the ideas, principles and tools of ITSM, including integrated into the company's service desk system based on OMNITRACKER. In addition, reporting is configured for each business unit in accordance with internal requirements. Automation of approvals, collecting feedback on completed requests to monitor user satisfaction were also implemented in OMNITRACKER. The implemented integrations of the OMNITRACKER platform with the accounting system, monitoring system and other corporate software, of course, provide a high level of efficiency of process automation.  It should be particularly noted that the project was carried out by its own team of specialists without the involvement of external experts.

 

As a result of the project, thanks to the management decisions taken and their rapid implementation, OMNITRACKER managed to increase the efficiency of the relevant internal and external processes: the deadlines for critical requests (incidents) were reduced by 1.5-2 times, in general, compliance with the Service Level Agreement (SLA) is provided at the level of 80-85%. Productivity per 1 employee of the company's technical support increased by 2 times. The share of requests from the Technical Support Portal increased from 50 to 80%, and thanks to the introduction of the role model, the number of approvals was reduced by 50%. From a financial point of view, the verified result of the project was an increase in the company's profit by more than 28 million rubles.

 

An important result of the project during the pandemic, thanks to the effectiveness of the self-service portal and the OMNITRACKER platform, was to ensure a painless transition of more than 1,500 employees of the company to remote operation with almost no costs.

 

"The OMNITRACKER system is an excellent tool with which you can implement almost any IT and business processes.  We knew the main postulates of the company's strategy and decided to use approaches and tools that would bring advantages for the business. For example, in terms of territorial expansion, we tried to speed up the delivery of values and increase the efficiency of each employee. We also introduced automation tools for frequent operational tasks, which reduced management costs and did not lead to an increase in staff. Thus, due to automation tools, the operational load was reduced", - said Stanislav Druzhinin, head of the operation department of UGORIA.

 

"We heartily congratulate our colleagues from UGORIA on the completion of the Service Desk Ecosystem project, which is extremely interesting from the point of view of functionality and, equally important, provided with high economic efficiency, as well as with a well-deserved award and recognition of colleagues in the shop. OMNINET highly appreciates the opportunity to ensure the growth of the maturity of UGORIA's business processes thanks to the OMNITRACKER platform, which has harmoniously become an important component of the Ecosystem, affecting all the main divisions of the company. The project once again demonstrated the versatility of the OMNITRACKER software solution for both IT and Business, and we are confident that the customer has all the necessary tools to implement further plans for the development of the system", - said Michael Dobner, CEO of OMNINET Russia and CIS.

 

In the short and medium term, UGORIA plans to implement automation of accounting and management of configuration units, minimizing the need for manual input and control of equipment, as well as the introduction of dynamic management of a pool of licenses, channels, server and network equipment, personal computers, including using the extensive capabilities of the OMNITRACKER platform and its integration with discovery systems. The company also plans to further improve the catalog of services and self-service tools.

 

About AO UGORIA Insurance Company

AO UGORIA Insurance Company was founded in 1997. UGORIA is a universal insurance company providing a wide range of insurance services. The company operates in 23 types of insurance and reinsurance (using 50 different rules). UGORIA pays special attention to the digitalization of insurance services and is actively developing online insurance. At the end of 2020, the Company ranks 17th in the overall ranking of Russian insurers, is included in the TOP-10 in OSAGO, and in the TOP-10 among the largest insurers in terms of Casco.

 

About OMNINET

OMNINET is a leading European supplier of software solutions for business process automation in Russia and the CIS. OMNINET offers a comprehensive portfolio of solutions and services for all areas of business based on its own OMNITRACKER software product designed to automate business processes of service organizations and departments based on ITIL recommendations: IT services, Shared service centers, call centers, customer departments, project offices and others.

OMNINET received the status of "Champion" of the Service Desk solutions market in the annual expert ratings "Vendor Landscape: Enterprise Service Desk Software" by the international agency Info-Tech Research Group in 2017 and 2019. The OMNITRACKER system, a software solution from OMNINET, received the award "Best Overall Value” among the products of the leading manufacturers of the Service Desk market.

Customers: OMK-IT, T Plus, Alliance Insurance Company, Lenta, Sportmaster, Duracell, Moscow Exchange, Yum! (KFC, Pizza Hut), ROLF, AlfaStrakhovanie, Renaissance Insurance, GSK Yugoria, Bank Saint Petersburg, Lenenergo, Kazakhmys Corporation and KAZ Minerals (Kazakhstan) and many others.

 

OMNITRACKER Implementation in SOCAR Energy Georgia

Mr. Farid Zeynalov, Head of IT Service of SOCAR Energy Georgia:

“Since the middle of 2016, we have changed the strategy for the development of the IT service in the SOCAR holding. To implement the chosen strategy "IT as a service", a software tool was needed to regulate the relationship between the IT service and the Holding companies.

For a long time, Microsoft System Center Operations Manager was used in our organization. The version of the system was obsolete, cumbersome and did not meet our requirements. In addition, the support of the system became more complicated, and the development of new functionality became impractical.

We needed a new, flexible system, with a low cost of ownership. The choice was based on OMNITRACKER. The system was flexible, simple, at the same time it had the granular adjustment capabilities, if the expanded functionality was needed.

In a short period, we have implemented processes that are closer to users of services, such as the catalogue of services, asset management and incidents. Then we moved on to IT-oriented processes, such as problem and change management.
The introduction of OMNITRACKER as a tool for regulating IT processes increased the degree of user loyalty to the IT service, and also improved the interaction within the IT service itself.”

OMNINET puts forward OMNITRACKER CleverENGINE Solution through its Partner Channel

Cleverics, Russian leader in IT Management consulting and education, and OMNINET Russia and CIS, Russian branch of leading European supplier of business processes automation software, signed the agreement to include OMNITRACKER CleverENGINE into OMNINET product portfolio. OMNITRACKER CleverENGINE, a software solution developed by Russian specialists at Cleverics, has been successfully deployed in Russia and CIS countries since 2010. From now on, it will be integrated into the list of the existing applications available for the deployment with OMNITRACKER platform in Russia, CIS and EU. 

OMNITRACKER CleverENGINE comprises the best practices of Enterprise Service Management. It provides a client with a comprehensive view on what is going on in both IT and business divisions: resources, applications, incidents, labor costs, etc. This gives the opportunity to implement a unified management center (business services center), comprising all the key data about organization’s service processes. So it becomes possible to monitor all the resources and customer service level in the spheres like IT services, human resource management, administration, finance, document flow, etc.

Due to its rich functionality, OMNITRACKER CleverENGINE can be deployed in a shortest possible time without considerable adjustment of the embedded functions. The advanced service portal of OMNITRACKER CleverENGINE provides an opportunity of the fruitful collaboration between the service supplier, managers and end-users, who are not engaged in the IT. With the help of the process design function it’s easy to depict business-requirement handling order and indicate all the necessary interrelations and specific details of each handling stage, even without programming experience.

OMNITRACKER is a comprehensive platform for business-processes automation that gives opportunity of applications adjustment according to the requirement of the customer. With OMNITRACKER CleverENGINE deployment, a client receives all the advantages of the platform and can be sure that the releases will be compatible with the new versions of OMNITRACKER. This helps to keep the TCO (Total Cost of Ownership) low and manageable.

OMNITRACKER CleverENGINE software is already deployed and successfully operated in more than 20 companies in Russia and CIS, including VTB Insurance, S7 Airlines, SOGAZ, Allianz, Lenta, Katren, KFC, Optima Services. There are more than 50 000 end-users working with this application. The case of VTB 24 is now the largest deployment project of OMNITRACKER CleverENGINE in Russia and CIS, where the system supports about 2000 simultaneous users in 72 regions of Russia.

«We started the development of CleverENGINE back in 2009. Now the product has reached its maturity, and helps many companies to run and control their service management processes. We are proud that our product was highly ranked by OMNINET and included in the vendor’s standard price-list. We see this as a great opportunity to share our expertise in process management in both IT and non-IT areas with OMNINET’s partners and customers», - says Dmitriy Isaychenko, executive partner of Cleverics.

"We appreciate and respect the experience and reputation of our partnerCleverics on the Russian market. We are confident that the inclusion of the OMNITRACKER CleverENGINE solution in the OMNINET portfolio is the right and timely strategic decision both for the development and strengthening of our long-term productive cooperation, as well as for the successful expansion of new markets, and a significant expansion of the regional presence in Russia and the CIS", - commented Michael Dobner, CEO of OMNINET Russia and CIS.


About OMNINET
OMNINET (omnitracker.com) is leading supplier of software solutions in Russia and CIS for business processes automation, including IT services, based on the recommendations of ITIL. Founded in 1993 in Germany, the company has offices in Vienna, Brussels, The Hague, Bern and Moscow. Since 2008, OMNINET has been actively expanding into Russia and CIS (Ukraine, Kazakhstan, Azerbaijan).

The OMNINET’s subsidiary in Russia was opened in 2010. OMNINET’s customer list in Russia and CIS includes: VTB24, ОМК-IT, Insurance company “Alliance”, Moscow Exchange, BFA Bank, Yum! (KFC, Pizza Hut), Rolf, AutoSpecCenter, AlfaStrahovanie, Bank Saint Petersburg, Sportmaster, Lenenergo, Azercell Telecom, Bank Standard (Azerbaijan), Kazakhmys Corporation (Kazakhstan) etc. OMNINET also collaborates with a number of leading local system integrators, including: Cleverics, Digital Design, ICL Services, Softline, LANIT, CROC, Optima Services, Omni Way UA, Inline Group West. In the international market, OMNITRACKER customers are: Siemens, Sparkassen Bank, Epson Europe, Union Investment, Deutsche Telekom, T-Systems, Mercedes-Benz, Kabel BW, Trend Micro and many others.

OMNINET has been awarded the status the Champion of the Service Desk vendors market by the experts of international agency Info-Tech Research Group in the annual rank «Vendor Landscape: Enterprise Service Desk Software» in 2014 and 2017. OMNITRACKER system has received the award «Best Overall Value» among solutions of major vendors in the market in these two years.

About OMNITRACKER
OMNITRACKER (omnitracker.com, omnitracker365.com) is a software solution for business processes automation that is also applicable to a wide range of service organizations: IT services, call centers, customer relations, project offices and other business units. The solution can be implemented easily and cost-effectively, and adapted to the customer’s tasks and goals; it allows integration of processes and data, and offers virtually infinite opportunities for enhancing functionality.

About Cleverics
Cleverics (www.cleverics.ru, cleverengine.info) — is a team of IT Management experts. The work of our clients is more effective, fruitful and secure due to ITIL, ITSM, COBIT and PRINCE2. We are training, consulting and supporting IT managers, as well as automating the work of IT Divisions. We are always ready to share our knowledge and expertise in our books, articles, blogs and webinars.

Cleverics is the author and manager of the portal Real ITSM (www.RealITSM.ru)

OMNINET renewed Champion status

OMNINET - leading European vendor of service solutions for business-processes automation – followed up success and has been again awarded the status the Champion of the Service Desk vendors market by the experts of international agency Info-Tech Research Group in the annual rank «Vendor Landscape: Enterprise Service Desk Software, 2017»*

OMNITRACKER system — the OMNINET’s programming solution — has also received the award «Best Overall Value» among solutions of major Service Desk vendors in the market.

OMNINET has come in Info-Tech researchers’ view in 2012 and was instantly acknowledged as one of industry’s Innovators. In the first two years OMNINET was placed in this group, and in 2014 the company moved to the Champions category, and in 2017 OMNINET consolidated its success by re-occupying a strong Champion position in this category.

On a relative basis, in 2017, just like in 2014, OMNINET maintained the highest Info-Tech Value Score™ of the vendor group. Vendors were indexed against OMNINET’s performance to provide a complete, relative view of their product offerings.

— We are very proud that OMNITRACKER has been receiving a stable appreciation and international acknowledgment by an independent expert community for several years. We continue investing efforts into maintaining and improving our product and thoroughly analyze market needs, and we strive to apply innovative approaches to the functionality and development of the platform. There are challenging and exciting goals to achieve, which, I’m sure, will enable us to enhance our positions in the future, — CEO of OMNINET Russia and CIS, Michael Dobner commented on the award.

Info-Tech Research Group is the world’s leading IT research and advisory company with offices in Toronto and London, Ontario, is the world’s fastest growing IT research and advisory firm, serving over 30,000 IT professionals. The company develops actionable ‘how to’ solutions to IT challenges, helping its members develop core processes and execute on projects with greater success.

The study dedicated to look into the Service Desk market landscape is the company’s annual initiative aimed to get a full picture on leading Service Desk vendors along with an independent evaluation of IT solutions available on the market. The Value Score indexes each vendor’s product offering and business strength relative to its price point. The value means vendors that score high offer more bang-for-the-buck (e.g. features, usability, stability, etc.) than the average vendor, while the inverse is true for those that score lower.

*http://www.infotech.com/research/ss/vendor-landscape-enterprise-service-desk-software

ICL Services and OMNINET became strategic partners

The companies ICL Services and OMNINET Russia and CIS - Russian division of the leading European vendor of service solutions for business-processes automation - entered into a long-term partnership agreement. New level of relations will allow the companies to expand the field of business development significantly through the implementation of joint large-scale ITSM projects.

"Within the framework of the partnership development, we plan to co-promote OMNITRACKER for customers in Tatarstan, other Russian regions, and foreign customers, - says Executive Director of ICL Services Ruslan Vagizov. - In addition, the partnership with OMNINET will enable ICL Services to develop their own solution based on OMNITRACKER for our customers and integrate it with other applications and ITSM solutions on terms of favorable financial and technical cooperation”.

Intelligent software solution OMNITRACKER developed by the company OMNINET, is the best option for the business processes automation for companies from various industries, including the processes of service organizations. «ICL ITSM powered by OMNITRACKER» is solution in ICL Services portfolio that is provided under SaaS-services Service Desk model. It is flexible, fast and modern software product designed for large business companies. As part of the partnership, the partners plan to develop new solutions based on cloud infrastructure and software ICL Services OMNITRACKER product in the short term.

"Development of regional network is one of the priority tasks for OMNINET. We value and respect the experience and reputation of the ICL Services on the market of Tatarstan and Russia generally. We are confident that partnership is right and well-timed strategic decision, and look forward to the successful implementation of joint projects", - commented Michael Dobner, CEO of OMNINET Russia and CIS.

About OMNINET

OMNINET (www.omninet.ru) is a leading supplier of software solutions in Russia and CIS for automating IT services based on the recommendations of ITIL. Founded in 1993 in Germany, the company has offices in Vienna, Brussels, The Hague, Bern and Moscow. Since 2008, OMNINET has been actively expanding into Russia and CIS (Ukraine, Kazakhstan, Azerbaijan). The OMNINET’s subsidiary in Russia was opened in 2010. OMNINET’s customer list in Russia and CIS includes: VTB24, ОМК, Svyaznoy, Insurance company “Alliance”, Moscow Exchange, BFA Bank, Pony Express, Yum! (KFC, Pizza Hut), DaSreda, Rolf, AutoSpecCenter, World Class, AlfaStrahovanie, Bank Saint Petersburg, Sportmaster, Lenenergo, Azercell Telecom, Bank Standard (Azerbaijan), Kazakhmys Corporation (Kazakhstan)etc. OMNINET also collaborates with a number of leading local system integrators, including: Cleverics, Digital Design, ICL Services, Softline, LANIT, CROC, Optima Services, Omni Way UA, Inline Group West. In the international market, OMNITRACKER customers are: Siemens, Sparkassen Bank, Epson Europe, Union Investment, Deutsche Telekom, T-Systems, Mercedes-Benz, Kabel BW, Trend Micro and many others.

OMNINET has been awarded the status the Champion of the Service Desk vendors market by the experts of international agency Info-Tech Research Group in the annual rank «Vendor Landscape: Enterprise Service Desk Software, 2014». OMNITRACKER system has received the award «Best Overall Value» among solutions of major vendors in the market.

About OMNITRACKER

OMNITRACKER (ru.omnitracker.com, omnitracker365.com) is a software solution for business processes automation that is also applicable to a wide range of service organizations: IT services, call centers, customer relations, project offices and other business units. The solution can be implemented easily and cost-effectively, and adapted to the customer’s tasks and goals; it allows integration of processes and data, and offers virtually infinite opportunities for enhancing functionality. OMNITRACKER is easy to implement, administer, and use.

ICL Services (http://icl-services.com/) – pioneers of professional IT outsourcing in Russia, included into the top 10 largest suppliers of IT support services in Russia. The company operates in the international market since 2006. ICL Services Service Portfolio is structured in the following areas: services (consulting, development, implementation and maintenance of applications, support IT infrastructure), and solutions (in finance, energy and engineering, logistics and retail sectors).

OMNITRACKER propels Trading House Intertorg to the next level

OMNINET Russia and CIS - Russian division of the leading European vendor of service solutions for business-processes automation - announces the successful completion of the project on creation of a centralized ITSM process management IT-service (incidents, requests, and tasks) in Trading House Intertorg powered by OMNITRACKER.

More than 400 shops in Intertorg of retail chains like 7Ya, SPAR, and IdeYA will be served by a unified center of incidents, requests and tasks management. The project was implemented based on software OMNITRACKER ITSM Center, which, being flexible, scalable and high-performance solution designed for managing IT services (ITSM), has been proven successful in the market. The project implementation allowed Intertorg significantly improve the maintenance manageability of wide network of shops located in various regions of Russia, and, at the same time, to optimize the costs associated with this maintenance.

Powerful capabilities to adapt the system to the needs of the company, its full integration into the IT environment, and the inclusion to the unified center of third-parties service organizations opened up new opportunities to IT-department of Intertorg of improving the quality of services provided. The company plans to expand the project to the level of a single service management system for all service departments.

-                     Active changes in the company in connection with the opening of new sales points and expanding geographical presence of the retail chains demanded IT-services to act appropriately to ensure efficient customer support mechanisms. As a result, we have decided to develop and formalize the common rules for the processing of user requests and to create a single automated IT-service management system integrated in the business processes of the company. Now we have passed the first stage connected to the automation of the incident management process and tasks management based on OMNITRACKER software, and I can say with confidence that the results fully conform to our expectations. The further plans are to develop the system both in terms of increasing the coverage of IT service management processes, as well as the transfer of other service units to work in a Shared service centre, - says Gary Hodakov, Director of Information Technology Services, Trading House Intertorg.

 Michael Dobner, CEO of OMNINET Russia and CIS: "Such an important project in the Russian market for OMNINET is an indicator of the reliability and security of OMNITRACKER software. Undoubtedly, management of IT-service is the most important component of a large company infrastructure and an indispensable tool for effective business. Our product OMNITRACKER allows Trading House Intertorg to expand the project to the level of the Shared service centre without significant financial investments, as well as providing full, accurate information and maximizing its use to meet the growing demands of mature processes in all service units. "

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About OMNINET

OMNINET (www.omninet.ru) is a leading supplier of software solutions in Russia and CIS for automating IT services based on the recommendations of ITIL. Founded in 1993 in Germany, the company has offices in Vienna, Brussels, The Hague, Bern and Moscow.  Since 2008, OMNINET has been actively expanding into Russia and CIS (Ukraine, Kazakhstan, Azerbaijan).

The OMNINET’s subsidiary in Russia was opened in 2010. OMNINET’s customer list in Russia and CIS includes: VTB24, ОМК, Svyaznoy, Insurance company “Alliance”, Moscow Exchange, BFA Bank, Pony Express, Yum! (KFC, Pizza Hut), DaSreda, Rolf, AutoSpecCenter, World Class, AlfaStrahovanie, Bank Saint Petersburg, Sportmaster, Lenenergo, Azercell Telecom, Bank Standard (Azerbaijan), Kazakhmys Corporation (Kazakhstan)etc. OMNINET also collaborates with a number of leading local system integrators, including: Cleverics, Digital Design, ICL Services, Softline, LANIT, CROC, Optima Services, Omni Way UA, Inline Group West. In the international market, OMNITRACKER customers are: Siemens, Sparkassen Bank, Epson Europe, Union Investment, Deutsche Telekom, T-Systems, Mercedes-Benz, Kabel BW, Trend Micro and many others.

OMNINET has been awarded the status the Champion of the Service Desk vendors market by the experts of international agency Info-Tech Research Group in the annual rank «Vendor Landscape: Enterprise Service Desk Software, 2014». OMNITRACKER system has received the award «Best Overall Value» among solutions of major vendors in the market.

About OMNITRACKER

OMNITRACKER (ru.omnitracker.com, omnitracker365.com) is a software solution for business processes automation that is also applicable to a wide range of service organizations: IT services, call centers, customer relations, project offices and other business units. The solution can be implemented easily and cost-effectively, and adapted to the customer’s tasks and goals; it allows integration of processes and data, and offers virtually infinite opportunities for enhancing functionality. OMNITRACKER is easy to implement, administer, and use.

Trading House Intertorg (www.7-ya.ru) – Russian retailer company, one of the fastest growing companies in the FMCG sector. Includes more than 400 retail chain stores - 7YA, SPAR and IdeYA.

OMNINET’s named Champion

OMNINET - leading European vendor of service solutions for business-processes automation - has been awarded the status the Champion of the Service Desk vendors market by the experts of international agency Info-Tech Research Group in the annual rank[1] «Vendor Landscape: Enterprise Service Desk Software, 2014». OMNITRACKER system — the OMNINET’s programming solution — has received the award «Best Overall Value» among solutions of major vendors in the market.

OMNINET has come in Info-Tech researchers’ view in 2012 and was instantly acknowledged as one of industry’s Innovators. In the first two years OMNINET was placed in this group, and in 2014 the company moved to the Champions category. On a relative basis, OMNINET maintained the highest Info-Tech Value Score™ of the vendor group. Vendors were indexed against OMNINET’s performance to provide a complete, relative view of their product offerings.

Info-Tech Research Group is the world’s leading IT research and advisory firm. The study dedicated to look into the Service Desk market landscape[1] is the company’s annual initiative aimed to get a full picture on leading Service Desk vendors along with an independent evaluation of IT solutions available on the market.  The Value Score indexes each vendor’s product offering and business strength relative to its price point. The value means vendors that score high offer more bang-for-the-buck (e.g. features, usability, stability, etc.) than the average vendor, while the inverse is true for those that score lower.

— We are very pleased that OMNITRACKER has received such a significant award like Best Overall Value by Info Tech. We spend a lot of time maintaining and improving our product. We closely analyze the feedback from our partners and clients. That gives us o lot of information for the future work. At the moment we still have challenging and exciting goals to achieve, we plan to go extra mile. — CEO OMNINET Group Dr. Joachim Lenzer commented on the award.

— We are very pleased that OMNITRACKER has received international acknowledgment by an independent expert community. We put a lot of effort into maintaining and improving our product and thoroughly analyze the feedback from our partners. We do not plan to rest on the laurels. We still have challenging and exciting goals to achieve, which, I’m sure, will enable us to enhance our positions in the future, — OMNINET CEO Michael Dobner commented on the award.

OMNINET set up a subsidiary in Russia 5 years ago. Since then, more than 100 companies have implemented OMNITRACKER, most of them are large- and medium-sized businesses representing a variety of industry. OMNINET company’s partner network comprises largest IT integrators from Russia and CIS.

— We are not surprised and we are glad that OMNITRACKER received the award «Best Overall Value». The OMNINET team offers a user-friendly and easy to implement tool which comes with reliable support services. OMNINET pay a lot of attention to the analysis of customer feedback, and constantly improve their product. No wonder that they are striving to be trailblazers when it comes to offering new features in response to the topical market demands. We congratulate OMNINET and we believe that it was the right decision to choose this product — commented Svetlana Agapova, the Head of Insurance and IT Support of VTB Insurance, strategic customer of OMNINET.

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About OMNINET

OMNINET (www.omninet.ru) is a leading supplier of software solutions in Russia and CIS for automating IT services based on the recommendations of ITIL. Founded in 1993 in Germany, the company has offices in Vienna, Brussels, The Hague, Bern and Moscow.  Since 2008, OMNINET has been actively expanding into Russia and CIS (Ukraine, Kazakhstan, Azerbaijan). The OMNINET’s subsidiary in Russia was opened in 2010. OMNINET’s customer list in Russia and CIS includes: VTB24, ОМК, Svyaznoy, Insurance company “Alliance”, Moscow Exchange, BFA Bank, Pony Express, Yum! (KFC, Pizza Hut), DaSreda, Rolf, AutoSpecCenter, World Class, AlfaStrahovanie, Bank Saint Petersburg, Sportmaster, Lenenergo, Azercell Telecom, Bank Standard (Azerbaijan), Kazakhmys Corporation (Kazakhstan)etc. OMNINET also partners with a number of leading local system integrators, including: Digital Design, Cleverics, OmniWay, Softline, LANIT, CROC, Optima Services, Inline Group. In the international market, OMNITRACKER customers are: Siemens, Sparkassen Bank, Epson Europe, Union Investment, Deutsche Telekom, T-Systems, Mercedes-Benz, Kabel BW, Trend Micro and many others.

About OMNITRACKER

OMNITRACKER (ru.omnitracker.com) is a software solution for business processes automation which is also applicable to a wide range of service organizations: IT services, call centers, customer relations, project offices and other business units. The solution can be implemented easily and cost-effectively, and adapted to the customer’s tasks and goals; it allows integration of processes and data, and offers virtually infinite opportunities for enhancing functionality. OMNITRACKER is easy to implement, administer, and use.

About InfoTech Research Group

Info-Tech Research Group (www.infotech.com) – Info-Tech Research Group, with offices in Toronto and London, Ontario, is the world’s fastest growing IT research and advisory firm, serving over 30,000 IT professionals. The company develops actionable ‘how to’ solutions to IT challenges, helping its members develop core processes and execute on projects with greater success.

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[1] Vendor Landscape: Enterprise Service Desk Software, 2014 http://www.infotech.com/research/ss/vendor-landscape-enterprise-service-desk-software

Migration for OMNITRACKER enhances the quality of IT-resource management in Optima Services (Optima Group)

Optima Services (Optima Group) has finalized the new project on migration for the new IT-solution CleverENGINE, based on OMNITRACKER platform, created by the German specialists of OMNINET. The result of the project could be stated as a new opportunity allowing increase of speed and quality of the customers’ requests completion. The new system automatically allows the Optima Services specialists to insert any necessary changes in accordance with the current demands.

«The Optima Group specialization lies in a complex solution for the various customers’ tasks starting from the moment of defining the solution and choice up to the integration and technical support, - says the head of the Board of Group Directors Andrey Shandalov. -  One of our divisions, Optima Services, offers the range of services and solutions in the area of IT-management and exploitation as well as in IT-outsourcing.  We do everything possible in order to decrease customers’ expenses and enhance the effectiveness of their business-processes. Migration for OMNITRACKER-based Clever ENGINE system allows implementation of all the necessary functional within the shortest possible time». 

Before making the final decision about the new product choice the Optima Services specialists performed  thorough research as well as comparing all the key automation systems introduced by the major providers represented on the Russian market. The new platform in the first term was supposed to automate the processes of Requests and Configuration Management and at the same time the transfer processes had to be completed within the shortest period of time.

The project on implementation of the technical solution CleverENGINE, based on OMNITRACKER platform was split into 4 stages. The first stage - audit and process optimization took three months, the following stage of the system tuning lasted the same amount of time, the third stage entirely devoted to the pilot exploitation was completed within a month. The fourth finalizing stage was the shortest one, it was entirely geared around  duplication. Thus the overall period from the beginning of the activities until the first registered request in the industrial environment took about six months.

Currently the new software is employed at:

·           The first line of customers’ support in 24/7 schedule, the day-shift involves 4 employees;

·           The second and the third support lines (~60 groups);

·           Contractors’ employees;

·           Customers’ employees (~12 000 people);

At present the Optima Services specialists can already confirm the positive changes as the result of the implementation of the new software.  The speed of reports preparation has increased; the processes have become more manageable. At the same time the efforts and expenses of the company were the least possible – this project was implemented without any external consulting, employing exceptionally the company’s internal sources.   External expenses were limited by the license and equipment purchase as well as by support. The new solution allows organization of the IT-support for the new customers within the shortest possible period, it also allows providing transparent integration of ServiceDesk OptimaServices system and its’ customers.  These features will support the further Optima Services plans on widening the customer and service range.

«This new project has served as another proof of the fact that really effective solutions can and have to be easy in management and simple in administration. We are familiar with Optima Group as with a large technological holding with a serious number of customers in fuel and energy complex, retail and large industrial areas. The significant experience of the Group in the field of IT-outsourcing and the further plans for development give us the reason to hope for the expansion of our future co-operation» -  says Michael Dobner, генеральный CEO OMNINET Russia and CIS.

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, Delovaya Sreda, Rosevrobank.

Optima Group  (www.optima.ru) – one of the largest technological holdings of Russia, provides the full range of complex IT-solutions and services for major sectors of Russian economy as well as the engineering services for power and transport sectors.

The company has  been present on the market since 1990, also specializing in management consulting services and implementation of informational systems. The customers are offered various solutions developed by the leaders of the global IT-market as well as the company’s own engeneering solutions.  The company’s portfolio today consists of a big numner of the large-scale consulting projects in power industry, machinery construction, housing and communal services, metallury, defence industry, oil and mining industry. 

Optima Group has about 2000 professionals. The holding operates in all the territory of Russia having a chain of subsidiaries in more than 60 cities of the country. 

BFA Bank upgrades the processing approach of IT Management.

BFA Bank has finished the works on projecting and the implementation of configuration management and change processes based on OMNITRACKER system. This project has become a logical continuation of the course chosen by the bank management and aimed at upgrading of the internal management processes. The special feature of the project is in the great amount of adjustments of the implemented solution to the customer’s business environment.

Considering the best practices of ITIL and previous experience the project team of Digital Design suggested some recommendations which were taken into account for procedures and process role model projecting. Then the application template OMNITRACKER ITSM Center was adjusted in accordance with the customer’s business processes and applied in exploitation. The customer’s personnel received the necessary education.

Change management process and its automation means were developed in the most possible compliance with the regulations for finance and economic activities both with informational system change management rules existing in the bank.  At the same time a significant amount of the manual management and control procedures determined by those rules and regulations were replaced by automated business-logic. 

Implementation of the automated multilevel agreements and acceptance trials is worth to be paid special attention as it allowed to terminate paperwork-based approach and to put up the transparency of authorization procedures to a fundamentally new level. 

«The specialists of Digital Design have been able to implement complicated and labour-intensive thus hard-to-implement regulations in automatically controlled process.  This has made a dramatically important for the business process work in reality. It’s impossible not to mention that the project success in a great deal depended on personal involvement and active participation of the cutomer’s team members. We had a permanent feeling that the customer was truly interested in the result », — mentions Vitaliy Baranov, the head of technological office of ITSM department of strategic customers co-operation, Digital Design.

This is how Eduart Shanev, the head of informational technologies service of BFA Bank comments on the project: «The process of configurations management in full manner reflects the structure of the bank informational system and considers the role model of its management. This approach has allowed avoiding any discrepancies in determination of the IT-service component range to undergo the changes as recent as at the stage of change planning. As a result we have a convenient tool for acceleration of the upgrade processes of information technologies and we avoid any expenses on implementation of the new application functions. As a result of the project there has been built a model accordingly to which the changes are managed by the assigned group of IT-specialists and their development and  planning can be performed by almost any IT-specialist of the bank.  Agreement and acceptance of the changes involves the major part of the key business-specialists and bank divisions’ managers. This approach allows the most precise and effective realization of requests provided by the functional customers during the change realization processes in the informational systems of the bank».

«The bank systematically realizes the strategy of the process approach implementation in IT management. Thus, last year we successfully realized the project on the upgrade of the first term of service offices performance processes and optimization of the change and configuration management processes has become its logical extension, - says Anna Sorokina, the head of the department of corporate information systems implementation of  BFA Bank. – The choice of the integrator was predetermined by the successful experience of the co-operation on previous stage and the widely spread implementations practice. The project was fulfilled at high professional level avoiding any breaks in the bank services performance».

“The major goal of developing OMNIRTACKER platform was in effectiveness for various business-structures based on ability to be adjusted in accordance with the customers‘ internal work-scheme. At the same time our product guarantees easy management, clear procedures and data access at all the stages of request processing. OMNITRACKER allows saving labour expenditures and decrease the volume of paperwork“, - says Michael Dobner, CEO OMNINET Russia and CIS.

BFA Bank (www.bfa.ru) - is a universal commercial bank founded in 1993 in Saint Petersburg specializing in comprehensive services for corporate clients as well as a range of retail services.

A+ rating assigned (very high level of credit capacity) in 2013 by Expert RA Rating Agency, B long-term and short-term counterparty credit ratings assigned in 2013 by Standard&Poor's. The Bank's total assets amount to 84.2 billion roubles and own means (capital) are 10.2 billion roubles as of November 1, 2013.

According to Inrefax-CEA, following the results of the 3d quarter of 2013, BFA Bank occupies position by the amount of capital and position by the volume of assets among the banks of St.Petersburg as well as 64th position by the amount of capital and 75th position by the volume of assets in the rating of Russian banks.

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 VTB24, United Metallurgical Company (OMK), MICEX, ROLF, AvtoSpetsCentre Group of Companies, “SportForum”LLC, Golos Rossii, AlfaStrakhovanie Yandex.Money, Bank Saint-Petersburg, ECCO-Ros, Sportmaster, Lenenergo, SBSystem, Azercell Telecom, FOZZY Group, VTB Ukraine, MTI, and Prominvestbank, Delovaya Sreda, Rosevrobank

Digital Design (www.digdes.ru) is one of the leading IT-companies and software vendors in Russia. Since year 1992 Digital Design has realized more than 2500 projects for the companies belonging to various sectors of the market, such as construction, trading, transportation and governmental structures.  

OMNINET Russia and CIS and Sportmaster sum up the results of longstanding cooperation and build plans for the future

It has been more than three years since the Sportmaster company started using the OMNITRACKER, software Developed by the German specialists of OMNINET. The representatives of Sportmaster provide their valuation of  current results  of migration for OMNITRACKER and consider future perspectives for development.

During the first stage of the project Sportmaster specialists altogether with OmniWay professionals automatized the processes of request, work and change managements. Further on there was realized the number of interesting options such as sequential and parallel task assignment (work orders), request templates (incidents and service orders), an automatized generation of requests and work orders in accordance with monitoring system events, reflection of applications architecture in CMDB.

OMNITRACKER has provided centralized management and users’ request control. It has become possible to operate statistics data and completed requests in order to plan the work schedule of support services.  For the purpose of service development there has been arranged users’ feedback option which means the possibility for the users to evaluate the service quality in terms of request completion.

Starting from the moment of project realization the system functionality has been enhanced on a regular basis. The flexibility of the platform OMNITRACKER allows the system considering the updates in the business needs including the twofold growth of the users’ quantity since the moment of implementation.

Among the plans for the system development there is a transfer for the multiserver architecture OMNITRACKER which will allow providing additional options in terms of the workload balancing and fault-tolerance. The option of “access request” is being planned also. It means the automatized agreement and providing the access to informational systems and filing sources, roles and account management.

In perspective is the development of the valuable service catalogue with SLA and service-source model, IT-asset management. Sportmaster specialists don’t exclude the future possibility of realization of numerous processes non-related to ITIL on the base of OMNITRACER.

«OMNINET Russia and CIS and Sportmaster have a long-term relationship and since the very beginning we have been constantly searching for the new ways of development of our product – the OMNITRACKER platform. The fact that our customers see our product potential makes us really proud. We reckon that  flexibility and easy system operating  make OMNITRACKER a system which has no analogues in terms of universality» - Michael Dobner, CEO OMNINET Russia and CIS.

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 VTB24, MICEX, ROLF Group, AvtoSpetsCentre Group of Companies, Yandex.Money, Bank Saint-Petersburg, Sportmaster, Lenenergo, FOZZY Group, VTB Ukraine, MTI, and Prominvestbank Siemens, Union Investment, Deutsche Telekom, T-Systems, Mercedes-Benz, Delovaya Sreda, Rosevrobank

Sportmaster (www.sportmaster.ru) is a sports retailer chain providing the broad assortment of sports and active leisure products. Sportmaster stores are annually visited by more than 100 million customers. Accordingly to the general indicators the company is one of the top-10 sports retailers worldwide; it is also  the leader of sports retail market in Russia and Eastern Europe.