A complex project to create ITSMT (IT Service Management Tool) based on the Naumen Service Desk solution was implemented in the Moscow Branch of VOLKSWAGEN Group Rus. It envisaged (along with the automation of IT processes) the implementation of a system focused on the work of business units that process client requests.

The project was carried out in two stages:

Stage 1: implementation of a new system in the IT Office of VOLKSWAGEN Group Rus to test its capabilities and system’s potential for the business needs.
It took only three months to carry out the first stage of the IT process management system. Such a short time frame was due to the maturity and experience gained by the client in IT management as well as documented internal processes and regulations. The IT environment of the Moscow Branch of VOLKSWAGEN Group Rus covers 100+ various systems, including infrastructure and office software. During this stage, main IT processes were automated — incident and service request management, service catalog, service level.
Corporate users can register their requests on their own. Access is granted through the existing new system via the self-care option (IT portal for self-service).

Stage 2 was the continuation of the service-specific approach which was commenced in IT but already with the scaling of the automated system beyond IT applications up to the business units of the representative office to ensure prompt and high-quality service provision to a distributed dealer network in Russia and Kazakhstan.
The NAUMEN system handles incoming requests for the following brands: Volkswagen for passenger cars, Volkswagen for commercial vehicles, Skoda & Audi.

In order to centralize the reception of requests from dealers and clients (regarding car operation, spare parts) a single-window was created on the basis of the Naumen Service Desk solution: for this purpose, the system was integrated with the sites of the serviced brands and the e-mail. Thus, any request submitted through the sites' web-interface form, by e-mail, and by telephone will be uploaded to the single NAUMEN system. Smart tools of this system ensure that received requests will be automatically routed to the appropriate units for further processing.
Monitoring compliance with the required terms and quality of customer and dealer service is ensured by the usage of analytical tools implemented in the system which enable prompt generation of various types of reports on the request statuses for any period. Report analysis allows management to evaluate the performance of personnel in fulfilling requests.

• With the capabilities offered by the Naumen Service Desk solution, a new level of service is ensured for more than 350 dealer companies and 600+ employees of the Russian branch of the Group.
• Dealers and clients' requests have been processed 30% faster.
• Improved IT management efficiency, which consists of 100+ various systems, including infrastructure and office software applications.
• First-line staff training of newcomers has been greatly simplified.
• Report generation and receipt are now automated.