The client required replacing a foreign ITSM solution with a Russian counterpart; it was crucial not only to substitute the ITSM system, but also to further automate processes in the IT and HR departments.
Drawing on best practices and the client's experience in IT companies, ICL Services was able to implement the system and execute processes with high efficiency.Key Challenges
- Import substitution of the ITSM system with a domestic analogue.
- Automation of IT and HR department processes.
Implemented our solution
The project commenced in November 2022. The entire process of implementing and maintaining the automated IT system was divided into four stages, with the first two being carried out simultaneously to meet the deadline.
1. Gathering customer requirements.
2. Creating documentation.
3. Executing technical implementation.
4. Work acceptance.
Each department has its own standard and routine requests that needed to be documented and then implemented in the ITSM system. For instance, HR deals with salary projects, business trips, hiring and firing employees, while IT handles database creation, user technical support, and much more.
ICL Services experts collected customer requirements, outlined business functions, and developed a description of each request's life cycle in the ITSM system, including routes, response templates, statuses, and request priorities.
After approving the documentation, it was necessary to install the ITSM system in the customer's IT environment, with the domestic product SimpleOne chosen as the automation platform. The team then proceeded to implement specific technical tasks, describing the system's role hierarchy and establishing requests and their corresponding rules.
Simultaneously, tasks related to synchronizing SimpleOne data with the customer's Active Directory and CMDB were addressed.
The platform's synchronization with Active Directory is required for automating employee data visualization processes and providing up-to-date information for support services. Synchronization with CMDB is necessary for updating data on the company's configuration units.
The ICL Services team consisted of six members: a project manager, an ITSM system architect, two developers, and two engineers. The entire project was completed in just a month and a half.
Products and technologies
SimpleOne
- Active Directory
CMDB
PostgreSQL
Service Now
Java Script
PHP
- PostgreSQL
Results
- A manageable and automated ITSM system was implemented without disrupting business processes, thanks to the customer's best practices and the efforts of ICL Services.
- The new ITSM platform has become a component of the company's unified digital environment. ICL Services is currently working on transitioning other company divisions to the SimpleOne platform.