The subsystem is designed to automate the operations of the Service Desk support service and ensures the automation of core IT management processes:

  • Automation of IT services management in the IT department of the customer;
  • Establishment of a single geographically distributed Service Desk support service automation system;
  • Creation of a common database of knowledge;
  • Reducing labour costs through reducing manual labour;
  • Improving the quality of the user support service;
  • Reducing the time of receiving and processing user requests;
  • Reducing the time of incident and problem resolution;
  • Increasing the level of information provision to leadership;
  • Ensuring the possibility of producing a variety of reports.




Project period



EMC Documentum, JAVA