IT Support System development for VimpelCom

Asteros developed and deployed a Service Desk system based on BMC Remedy platform to create a unified and flexible incident management environment. The new solution improves availability of business-critical systems by speeding up troubleshooting and incident resolution processes, as well as supports root cause analysis and helps improve personnel productivity and overall reliability of IT infrastructure.

Project stages:

2003 – BMC Remedy Help Desk development and deployment
2006 – CMDB (configuration management database) deployment for automation of IT configuration management processes
2008 – automation of incident management processes

Geography :

Russia, Armenia, Kazakhstan, Ukraine, Uzbekistan, Tajikistan, Georgia

Scope:

  • HelpDesk for 700 engineers working in multiple departments
  • HelpDesk and CMDB solutions were replicated in 6 subsidiaries

Project results

  • Zero-downtime operation of IT systems supporting 20,000 users
  • Improved quality of services provided by IT staff
  • Reduced time to fix
  • Reduced IT infrastructure maintenance costs

Supporting large infrastructure spread over 12 time zones became a reality in our company. Service Desk integrated with CMDB helps us to ensure high-quality and quick resolution of logged incidents while significantly reducing corporate IT infrastructure support costs.

Anton Savin, Head of OSS Development, VimpelCom

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