About the customer

Mosenergo is one of the largest regional energy companies in the country. Its power grid is fully integrated with the United Power System of Russia. Mosenergo’s core business is the generation of electric power and heat.

Objectives

As a result of the 2005 restructuring, Mosenergo’s information technology center (ITC) was converted to a separate service company. Its principal functions are to ensure the continuous availability of IT facilities, provide user support and deal with IT development planning for the parent company.

Mosenergo has over 3000 IT users at its 32 branches scattered across Moscow and the Moscow region. At some point the ITC realized that it could hardly continue meaningful operation without an automatic platform to manage information systems and IT support.

Solution

Mosenergo decided on a corporate IT management system based on ITIL practices. However, the company’s own IT personnel were too few and too busy to handle this project. The system had to be of the highest quality. It had to be delivered as soon as possible. A professional systems integrator was obviously required for the job. The company selected Jet Infosystems, a reliable and experienced company known for its cost-effective services. The new system was to be based on the HP OpenView software family.

The joint project team included experts from Jet Infosystems and senior staff from Mosenergo’s technical support, systems and network management departments, system control center and maintenance department. The team has developed and deployed an automated IT management system (ITMS) that consisted of two integrated main components: the customer service management system and the IT infrastructure monitoring system.

Customer service management system

The new customer service management system is based on Service Desk, a platform intended to provide a single point of contact and support for all IT users. The service desk is responsible for handling incident reports and requests for service, as well as for communication with users during request processing. Service technicians can now take advantage of integrated information environment that includes registration, classification, job assignment, delivery control and access to the knowledge database based on past experience. The system also deals with ITC personnel performance monitoring.

Jet Infosystems experts documented and automated support processes for IT services such as interaction with users and incident management, work order management and configuration management.

Automated incident management helps restore normal service operation fast and coordinate technical team responses. Service requests are submitted through a single channel, categorized, prioritized, assigned to appropriate staff and followed up. E-mail reports are sent to all personnel concerned to advise them of various events (registration, assignment, completion of work, putting the request on hold, closure, delays and so on).

Technical support and maintenance in response to service requests is a labor-intensive proposition. The new system makes it much easier to manage work orders, assign them to specific technicians, control the quality of service, review work orders and scheduled events and monitor working time. Work orders are classified by category (scheduled maintenance, troubleshooting and more).

The automatic configuration management process keeps an inventory of IT components such as personal computers, servers, network hardware and network printers. Precise up-to-date information on these components and connections between them speeds up troubleshooting, helps identify faulty hardware and modify the IT infrastructure.

IT infrastructure monitoring system

This system continuously controls the performance and availability of key resources such as the corporate network, data center servers, applications and systems. It also maintains a historical record of events.

The platform includes subsystems for monitoring (a) networks, (b) network services and (c) servers.

An integrated console displays all the data on various events; user groups such as network administrators, server and applications administrators or service agents are alerted only to information limited to their responsibility area.

The incident management system automatically receives information on any failures registered by the monitoring system, classifies it and generates work orders in accordance with responsibility areas. This integration of the two systems means that incident management is proactive: service outages are detected and fixed before end users experience any problems.

Reporting

The reporting system under the project supplies aggregate information on key performance indicators of the maintenance service, as well on hardware loads and availability.

Outcome

The new IT management system has been in operation since April 2006. IT managers at Mosenergo and the ITC now have precise information on all the hardware and its performance, as well as on staff workload. Users affected by a problem are immediately identified. Realistic timeframes for service restoration are available. Service request and response histories are meticulously tracked; the availability of solid data facilitates the inevitable service-related disputes between IT staff and end users. As it became clear to ITC management how much time is needed for typical services, standard rates of output were introduced to determine the appropriate number of support staff per user group.

The Service Desk system has also helped address a seemingly minor yet important issue. Network and local printer cartridges tended to be overused at the ITC. Since the new system can generate daily and weekly reports on the use of cartridges by various units, the situation was easily put under control.

Future cooperation

Further work on this project is currently being planned; ITC priority needs include, in particular, a quality management system, an upgrade to the system for monitoring IT infrastructure components and a performance control platform for main business application systems.

About the customer

Mosenergo is one of the largest regional energy companies in the country. Its power grid is fully integrated with the United Power System of Russia. Mosenergo’s core business is the generation of electric power and heat.

Objectives

As a result of the 2005 restructuring, Mosenergo’s information technology center (ITC) was converted to a separate service company. Its principal functions are to ensure the continuous availability of IT facilities, provide user support and deal with IT development planning for the parent company.

Mosenergo has over 3000 IT users at its 32 branches scattered across Moscow and the Moscow region. At some point the ITC realized that it could hardly continue meaningful operation without an automatic platform to manage information systems and IT support.

Mosenergo decided on a corporate IT management system based on ITIL practices. However, the company’s own IT personnel were too few and too busy to handle this project. The system had to be of the highest quality. It had to be delivered as soon as possible. A professional systems integrator was obviously required for the job. The company selected Jet Infosystems, a reliable and experienced company known for its cost-effective services. The new system was to be based on the HP OpenView software family.

The joint project team included experts from Jet Infosystems and senior staff from Mosenergo’s technical support, systems and network management departments, system control center and maintenance department. The team has developed and deployed an automated IT management system (ITMS) that consisted of two integrated main components: the customer service management system and the IT infrastructure monitoring system.

Customer service management system

The new customer service management system is based on Service Desk, a platform intended to provide a single point of contact and support for all IT users. The service desk is responsible for handling incident reports and requests for service, as well as for communication with users during request processing. Service technicians can now take advantage of integrated information environment that includes registration, classification, job assignment, delivery control and access to the knowledge database based on past experience. The system also deals with ITC personnel performance monitoring.

Jet Infosystems experts documented and automated support processes for IT services such as interaction with users and incident management, work order management and configuration management.

Automated incident management helps restore normal service operation fast and coordinate technical team responses. Service requests are submitted through a single channel, categorized, prioritized, assigned to appropriate staff and followed up. E-mail reports are sent to all personnel concerned to advise them of various events (registration, assignment, completion of work, putting the request on hold, closure, delays and so on).

Technical support and maintenance in response to service requests is a labor-intensive proposition. The new system makes it much easier to manage work orders, assign them to specific technicians, control the quality of service, review work orders and scheduled events and monitor working time. Work orders are classified by category (scheduled maintenance, troubleshooting and more).

The automatic configuration management process keeps an inventory of IT components such as personal computers, servers, network hardware and network printers. Precise up-to-date information on these components and connections between them speeds up troubleshooting, helps identify faulty hardware and modify the IT infrastructure.

IT infrastructure monitoring system

This system continuously controls the performance and availability of key resources such as the corporate network, data center servers, applications and systems. It also maintains a historical record of events.

The platform includes subsystems for monitoring (a) networks, (b) network services and (c) servers.

An integrated console displays all the data on various events; user groups such as network administrators, server and applications administrators or service agents are alerted only to information limited to their responsibility area.

The incident management system automatically receives information on any failures registered by the monitoring system, classifies it and generates work orders in accordance with responsibility areas. This integration of the two systems means that incident management is proactive: service outages are detected and fixed before end users experience any problems.

Reporting

The reporting system under the project supplies aggregate information on key performance indicators of the maintenance service, as well on hardware loads and availability.

Outcome

The new IT management system has been in operation since April 2006. IT managers at Mosenergo and the ITC now have precise information on all the hardware and its performance, as well as on staff workload. Users affected by a problem are immediately identified. Realistic timeframes for service restoration are available. Service request and response histories are meticulously tracked; the availability of solid data facilitates the inevitable service-related disputes between IT staff and end users. As it became clear to ITC management how much time is needed for typical services, standard rates of output were introduced to determine the appropriate number of support staff per user group.

The Service Desk system has also helped address a seemingly minor yet important issue. Network and local printer cartridges tended to be overused at the ITC. Since the new system can generate daily and weekly reports on the use of cartridges by various units, the situation was easily put under control.

Future cooperation

Further work on this project is currently being planned; ITC priority needs include, in particular, a quality management system, an upgrade to the system for monitoring IT infrastructure components and a performance control platform for main business application systems.

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A corporate IT management system