ELMA365 Service Desk 2.0 Audited By ICL Services For Compliance With The ITIL Practices

ELMA365 Service Desk 2.0 solution has been audited by ICL Services for compliance with the key ITIL practices to be recognized as compliant. Companies choosing Russian software for service management as part of the import substitution program may benefit from an independent assessment by ICL Services, an expert in IT infrastructure management with 19 years of experience. ITIL compliance is becoming an important criterion for choosing a domestic Service Desk.

During the audit, ICL Services specialists analyzed the functionality of ELMA365 Service Desk 2.0 for compliance with the key ITIL practices. The initial audit revealed a high level of ITIL compliance in such areas as service request management (100%), incident management (86%), change management (80%), problem management (83%), and release management (80%). However, improvement areas were identified in knowledge management (67%) and configuration management (75%).

“An external audit is an important step to prove your solution's compliance with the ITIL principles and its maturity. We entrusted this task to the colleagues from ICL Services, as they have extensive experience in IT service management automation and are ITIL certified specialists,” said Victor Sitnik, Product Owner of ELMA365 ESM.

As a result of the audit, the ELMA365 Service Desk 2.0 team introduced a lot of important improvements. Due to the low-code functionality of the ELMA365 platform, refinements were implemented in as little as 2 months in parallel with pursuing the main development roadmap. Consequently, the new release of ELMA365 Service Desk 2.0 contains numerous changes designed to improve the user experience. 

“We have conducted a thorough analysis of ELMA365 Service Desk 2.0 and confirm that the solution is aligned with the key ITIL practices. Therefore, we can recommend it to Russian companies as a mature tool for IT service management capable of substituting foreign systems. It is also important to emphasize that low-code tools enable scaling up the solution to manage all corporate services in a short time,” admitted Svetlana Pesoshina, Head of ProVendSolutions, ICL Services.

ELMA365 Service Desk 2.0 is available in ELMA Store.