The Company uses more than a hundred enterprise applications. At the same time, different contractors were previously responsible for each of the areas. As part of the implementation of the global strategy, the Customer planned to consolidate all operations to support corporate applications and transfer them for support to one service provider.
ICL Services won the tender to support all of the Company's enterprise applications in the Eurasia region. Some solutions were provided by 1C, in particular, 1C: Workflow Process and 1C: Payroll & HR.
Previously, these applications were supported only on the first line of the Service Desk by advising users, but from 2020, ICL Services began to support them on the second and third lines, make changes, implement integrations and optimize business processes.Key Challenges
- Provide full-fledged technical support for 1C products, from incident management to improvements and integrations.
Initially, ICL Services learned from the previous support team and passed product exams. The transition phase began in the summer of 2020 and lasted 4 months.
ICL Services provides maintenance and support for 1C: Workflow Process, 1C: Payroll & HR, and 5 non-standard configurations used by about 300 employees of the Customer in Russia, Kazakhstan, and other CIS countries. These modules have many integrations with SAP, Share Point, BI systems, and other applications.
Support services are provided as follows: Tickets from users come to Service Now, the first line routes them and sets a priority that determines the time of solving the problem:
- Priority 1: 2 hours
- Priority 2: 4 hours
- Priority 3: 8 hours
- Priority 4: 16 hours
On the third line, ICL Services is engaged in expanding and improving functionality: customizing 1C configurations, generating management reports, and updating releases.
Thus, the configuration of 1C: Workflow Process was modified according to business requirements and supplemented with self-created modules:
- 1C: Cost Management;
- 1C: Fleet and Fuel Card Management; 1C: External Experts;
- 1C: Vacation and Time Off Management; etc.
In addition, 1C: Workflow Process and 1C: Payroll & HR were integrated with many third-party solutions of the Company, including such CRM systems as Bitrix, OneCRM, and CHLOE, as well as other applications.
Every month, ICL Services spends about 300 hours on configuration and integration so that 1C products take into account all the features of the Customer's business processes.
To reduce the number of tickets, the team works with typical errors, prepares instructions, and trains the Customer's employees.
The ICL Services team has an expert who ensures monitoring of 1C products from the point of view of compliance with the legislation of various countries. When the regulatory framework changes, it analyzes the readiness of the vendor's release and initiates it. If the release is not yet ready, ICL Services independently modifies one or another 1C module and brings it into line with the new legislation.
In order to quickly resolve operational issues, ICL Services holds regular meetings with the Customer:
- meetings with the owner of 1C applications are held weekly
- discussion of service reports and SLAs, as well as risks, problems and improvements in the service with the contract owner are held monthly
- meetings with CIOs to compare the development strategies of companies are held quarterly
Also, within the framework of the contract, separate design works were carried out:
1. A project to create a separate legal entity instead of one of the business units.
- List of works: adjustment and division of information systems to support the business processes of the new legal entity; customization of reporting according to the new requirements.
- Project duration: 13 months. Tight deadline for the implementation of the project: January 1, 2022.
- Scope of work: 25,000 hours for 1C for 13 months (developers, analysts, and a project manager).
- Thanks to our work, the new legal entity was launched on time and without critical remarks. The increase in the number of incidents was temporary and returned to the normal level by the end of January. All 1C systems continued to operate without any downtime.
- List of works: integration of information systems
- Project duration: 12 months
- Scope of work: 31 FTEs for 12 months (developers, analysts, testers, and a project manager)
Products and technologies
- 1C: Payroll & HR
- 1C: Workflow Process
Results
- ICL Services has successfully learned from the previous contractor. Today, the team provides technical support to the Customer for 1C products on the second and third lines, while processing more than a hundred tickets monthly with SLAs in the green zone.
- The Customer received a single point of contact and a stable service team that has a full stack of technologies and provides support in accordance with ITIL recommendations.
- Regular reports and meetings with the Customer help ICL Services to identify possible problems in 1C services in advance. Thanks to this, the Customer can more efficiently define the flow of work, as well as save time and money.