Aviva Insurance Company — Customer Story

Case studies

Aviva Insurance Company

Client

Aviva Insurance Company

Product

Naumen Service Desk

Summary

Automation of the corporate support service, implementation of the incident management process

Outcome

This integration provided the transfer of user data to the IT management system and the ability to authorize users in the system without manually entering a password (single sign-on).

Business profile

Aviva IC provides Russian clients with the services offered by one of the world leaders in the field of insurance services — Aviva Group. To render services, the insurance company has a chain of offices in Russia’s major cities. The development of the regional network and the need to maintain a high quality of service raised the question of organizing IT management using the best global ITIL / ITSM practices.

Project progress

As a management tool, Aviva IC experts selected the Russian product Naumen Service Desk, featuring the PinkVerify status, therefore confirming compliance with ITIL v. 3. Also, Naumen has a lot of experience implementing the product at enterprises in various industries. An important reason for the selection was also the ability of the company to carry out the project on its own using company experts.

At the first stage of the project, support service operations for Moscow-based office were automated. With the support of the product vendor, basic integration mechanism with an Active Directory service was furnished. This integration provided the transfer of user data to the IT management system and the ability to authorize users in the system without manually entering a password (single sign-on). In order to facilitate the first-line-support service, users now have the opportunity to independently register requests using the pre-configured personal account.

On the market, there is a large number of IT systems, but NAUMEN system stands out for its functionality, flexibility, and customization to support various processes beyond simple incident management techniques.

Dmitri Semyonov
IT Director, JSC Aviva Insurance Company (ZAO)

Project propects

The next stage of this project is to implement the Configuration Management Process (CMDB)

Contacts

Floor 5, bldg 3, 35B Vorontsovskaya St, Time Center Business Center,
Moscow 109147 (Krestyanskaya Zastava, Proletarskaya metro stations)

Phone/fax: +7 (495) 145-90-45

E-mail: sales@naumen.ru