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

Task

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

35 000+

users

 supported by centralized Service Desk

01
800+

 IT services 

presented in the service catalog

02
42

 companies 

in 9 countries supported by the system

03
36 000+

 user requests

monthly

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

Decision

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 on the functioning of IT infrastructure, with PRTG Network Monitor for network monitoring and providing information in a single console. In addition, integration with the SAP systems used at the enterprises was performed using the SAP Solution Manager and SAP GRC, which made it possible to collect all the information on the provided IT services on one platform. Using Power BI, business intelligence has been implemented. As a result, users received a transparent and, most importantly, simple process of registering requests and monitoring their implementation.

Result

  • 2.7 times increased accessibility of services
  • 30% reduced time to resolve user requests
  • 41.8% reduced time for handling decisions
  • 39.8% less time for incident resolution
  • A single window has been created for registering and solving user requests