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


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+


 supported by centralized Service Desk


 IT services 

presented in the service catalog



in 9 countries supported by the system

36 000+

 user requests




  • 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


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.


  • 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