Automation of IT processes on the platform of Micro Focus Service Manager

Objective

Improve efficiency of solving requests submitted by users and business customers regarding IT services by integrating IT support into the centralized system based on Micro Focus Service Manager 9.61

35 K+

users

are supported by the centralized Service Desk

01
800+

 IT services 

are included in the service catalogue

02
42

 companies 

in nine countries are supported by the system

03
36 K+

requests

are submitted by users every month

04

Technology

  • Micro Focus (HPE) Service Manager 9.6

  • Microsoft System Control Operation Manager (MS SCOM)

  • Microsoft Center Configuration Manager (MS SCCM)

  • PRTG Network Monitor

  • Microsoft Power BI

  • Microsoft Exchange

  • Cisco Unified Contact Center

Solution

The project was implemented on the Micro Focus Service Manager (MFSM) platform and integrated with Microsoft System Control Operation Manager (MS SCOM) and Microsoft Center Configuration Manager (MS MCCM) to consolidate information about the IT infrastructure functionality, as well as with PRTG Network Monitor to monitor a network and provide information in a single console. In addition, integration with the existing SAP systems was carried out at the enterprises using SAP Solution Manager and SAP GRC. It helped collect all the information about the provided IT services in one platform. Power BI was used to implement business intelligence functions. As a result, users received a transparent and, most importantly, simple process of registering requests and monitoring their progress.

Result

  • Service availability increased 2.7 times
  • It takes 30% less time to address user requests
  • It takes 41.8% less time to address requests
  • It takes 39.8% less time to address incidents
  • A single window is created to register and address user requests