The Department of Information and Analytical Support of Taxation Processes initiated the creation of a service desk system to improve continuity of computing services and overall quality of the organization’s service, reduce the response time to user requests, and implement registration of IT service customers’ needs.
SI BIS experts deployed a service desk system in the central office of the State Fiscal Service of Ukraine (SFS). The system was deployed at the time of an extensive scaling of the organisation’s information systems, which contributed to its correct and rapid integration.
SI BIS suggested a solution based on IBM Tivoli Service Request Manager.
At this stage of the project, a production-ready system was installed at the customer’s location.
The final stage involved comprehensive testing of the system, preparation of user documentation, and maintenance and operation training for system users.
During the project implementation, 3 key processes were automated: ticket management, incident management and problem management.
Ticket management automates the process of ticket registration and processing by service desk operators.
Incident management automates the ticket based incident registration process, as well as monitoring of the incident resolution activities.
Problem management automates the analysis process and identification of the real causes of the incident.
System architecture Subsystems are interacting on the level of system core. All system servers are physically located in the Central Office, and the client software is installed on user workstations.
Users connect to the system server via a thin client (web interface).
The ticket management subsystem accepts, registers, and processes requests from users. The incident management subsystem registers incidents and monitors registration and execution control processes.
The problem management subsystem analyses and identifies problems and creates a knowledge base of known errors and troubleshooting methods. The information retrieval subsystem enables help-desk specialists to search the knowledge base for necessary information about incidents. Mail server integration subsystem enables user notification about incident resolution progress via e-mail.
The service desk system encompasses a unified centralised dispatch service (first-level support) and a decentralised engineering service (second-level support). In the event of an incident (hardware failure, unavailability of business applications, etc.), the user sends a request to a “first-level support” operator located in the Central Office. The system registers the request and creates a service ticket. The operator searches the knowledge base for information about the previously-recorded similar incidents and ways of troubleshooting them. In the event of an enterprise-level service failure, all system users are informed via a built-in bulletin board about the service unavailability and the incident diagnostics are initiated immediately. After the diagnostics are completed, the first-level support operator sends a request to eliminate the incident to second-level support specialists. This group of specialists resolves service failure and unavailability issues.
Following the restoration of service, the incident record in the system is updated. Causes of the incident are further analysed, a record is made about the existing problem, and the problem solution is developed through the corresponding changes to IT structure.