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In order to create a new contact center meeting the defined performance and efficiency requirements, the company needed to solve the following tasks:\r\n\r\n<ul><li>upgrade the existing IT-infrastructure by implementing cutting-edge software</li><li>improve the performance of the remote customer service infrastructure</li><li>ensure disaster recovery of the contact center</li><li>integrate the new contact center with the client's existing systems</li><li>make working conditions more comfortable for the staff</li><li>develop and implement the client's own software tailored to business specific needs</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Why Avaya?</span>\r\nThe solution provider for the new contact center was selected based on such criteria as cost-effectiveness including cost of the solution and payback time, the solution’s functionality and reliability and the vendor's experience with similar projects. Avaya has been the leader in the contact center market in Russia for many years and employs a wide network of highly professional partners and integrators. The company has a reputation as a reliable provider of telecommunications equipment for various business areas and non-profit organizations. With its variety of solutions, Avaya is able to build and upgrade telecommunications infrastructures of any complexity. After careful investigation of the Caesar Satellite IT-infrastructure location in Moscow and Khimki town, the following Avaya solutions were chosen:\r\n\r\n<ul><li>Avaya Aura Communication Manager with call distribution software Avaya Aura Call Center Elite became the basis for the contact center providing work places for 200 operators</li><li>Avaya Call Management System was used to build the reporting system</li><li>Interactive voice platform Avaya Aura Experience Portal was implemented as a self-service platform</li><li>Avaya Elite Multichannel was used to create a single route for incoming calls via different channels and to integrate the contact center with existing IT systems.</li></ul>\r\n\r\n<span style=\"font-weight: bold;\">Project Implementation</span>\r\nThe project was implemented in the following stages:\r\n\r\nAssuring trouble-free operation - All components of the contact center were virtualized to ensure their synchronized and uninterrupted function. Backup of the virtualized contact center components, including core equipment, was installed on servers in data-processing centers located in different areas. Local implementation of redundant contact center functions to ensure off-line operation of subsidiaries in case of emergencies.\r\nUpgrade of the existing IT-infrastructure - All outdated components of the existing contact center (call routing and distribution systems, reporting, voice call center management, computer-integrated telephony server etc.) were updated to the latest versions of Avaya software.\r\nIntegration with business systems - The interactive voice response (IVR) system was transferred to the Avaya Experience Portal to ensure single routing of incoming calls and seamless integration with other elements of the contact center. To achieve this goal, the IVR logic was upgraded and integrated with the emergency calls processing system. The new contact center was integrated with the data base of Caesar Satellite, which made it possible to use existing client data without transferring to the new platform. The existing functions, such as automated call distribution, statistics generation, etc. were preserved.\r\nOptimization based on proprietary developments - The integrator developed and implemented their own solutions to improve the client's efficiency: pop-up info cards and a “Conversation template” application which are triggered automatically depending on the type of the customer's call.\r\n"Caesar Satellite serves customers from various regions in Russia. Every year, the rapid response teams of Caesar Satellite respond to an average of 380,000 emergency calls from apartments, cottages and commercial premises. In 2016, we prevented over 30,000 robberies with approximately 25,000 lawbreakers arrested. The contact center is a key component of our business processes: it ensures immediate processing of emergency calls and effective prevention of violations. Taking into account its importance for our business, we entrusted this project to Asteros and made the right choice. Today we are proud owners of the most innovative and efficient contact center in our industry, which is bound to raise Caesar Satellite to a new quality level of customer service,” states Oganez Torosyan, Head of IT-Service Caesar Satellite\r\n\r\n<span style=\"font-weight: bold;\">About Caesar Satellite</span>\r\nCaesar Satellite is the leader in the Russian market of security systems for real estate and automobiles. The operator protects office premises, apartments, country houses and automobiles. The company was founded in 1997 and started as a provider of satellite security systems for automobiles. In the early 2000s, the company began to develop its local networks and soon grew into a major national operator. 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Соблюдение высоких стандартов качества оказываемых услуг Шереметьево возможно только в случае безотказного функционирования всех информационных систем аэропорта.\r\nВ ноябре 2008 года стартовал первый этап проекта организации службы Service Desk практически «с нуля».\r\nКоманда «Астерос» реализовала полный цикл проекта, а именно:\r\nдиагностика и выявление проблемных зон в процессах эксплуатации ИТ-сервисов\r\nразработка регламентов и инструкций для процессов управления инцидентами\r\nвнедрение BMC Remedy Action Request System\r\nразработка алгоритмов оптимизации численности смен и др.\r\nАвтоматизация процессов управления инцидентами позволила повысить качество предоставляемых ИТ-сервисов и сократить расходы на обслуживание ИТ-инфраструктуры.\r\nРезультаты проекта:\r\nCистема на 150+ пользователей – сотрудников дирекции по ИТ аэропорта\r\nТрехуровневая служба поддержки и диспетчеризации.\r\nВ ближайшей перспективе — автоматизация пяти процессов управления ИТ-сервисами аэропорта\r\n«В среднем за год ИТ-служба аэропорта обслуживает порядка 95.000 обращений пользователей. Созданное решение позволило нам повысить качество их обработки и эффективность службы поддержки. Процессы регистрации, устранения сбоев и выполнения запросов на обслуживание стали более прозрачными, а затраты на управление инцидентами будут сокращаться за счет расширения компетенций персонала и производительности его труда», - Игорь Хохлов, директор дирекции по информационным технологиям Международного аэропорта Шереметьево","alias":"bmc-remedy-it-service-management-dlja-mezhdunarodnogo-aehroporta","roi":0,"seo":{"title":"BMC Remedy IT Service Management для международного аэропорта","keywords":"аэропорта, управления, Шереметьево, инцидентами, процессов, проекта, службы, дирекции","description":"Автоматизация процессов управления инцидентами в Международном аэропорту Шереметьево\r\rАэропорт Шереметьево — крупнейший российский аэропорт по объемам","og:title":"BMC Remedy IT Service Management для международного аэропорта","og:description":"Автоматизация процессов управления инцидентами в Международном аэропорту Шереметьево\r\rАэропорт Шереметьево — крупнейший российский аэропорт по объемам"},"deal_info":"","user":{"id":2939,"title":"Sheremetyevo International Airport","logoURL":"https://old.b4r.io/uploads/roi/company/Sheremetyevo_International_Airport.png","alias":"mezhdunarodnyi-aehroport-sheremetevo","address":"","roles":[],"description":"According to ACI ASQ rating, Sheremetyevo Airport second time was recognized as the best airport in Europe in service quality (2012-2013). 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Эти данные используются для бизнес-анализа. Технологии BI обрабатывают большие объемы неструктурированных данных, чтобы найти стратегические возможности для бизнеса.\r\n\r\nЦель BI — интерпретировать большое количество данных, заостряя внимание лишь на ключевых факторах эффективности, моделируя исход различных вариантов действий, отслеживая результаты принятия решений.\r\n\r\nBI поддерживает множество бизнес-решений — от операционных до стратегических. Основные операционные решения включают в себя позиционирование продукта или цен. Стратегические бизнес-решения включают в себя приоритеты, цели и направления в самом широком смысле. BI наиболее эффективен, когда он объединяет данные, полученные из рынка, на котором работает компания (внешние данные), с данными из источников внутри компании, таких как финансовые и операции с данными (внутренние данные). В сочетании, внешние и внутренние данные дают полную картину бизнеса, которая, создает «интеллект» — быстрое понимание, которое не получить из простого набора данных.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/Business_Intelligence","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/business-analytics.png"},{"id":45,"title":"SIEM - Security Information and Event Management","alias":"siem-security-information-and-event-management","description":"SIEM (Security information and event management) — объединение двух терминов, обозначающих область применения ПО: SIM (Security information management) — управление информационной безопасностью и SEM (Security event management) — управление событиями безопасности. Технология SIEM обеспечивает анализ в реальном времени событий (тревог) безопасности, исходящих от сетевых устройств и приложений. SIEM представлено приложениями, приборами или услугами, и используется также для журналирования данных и генерации отчетов в целях совместимости с прочими бизнес-данными.\r\n\r\nАкронимы SEM, SIM и SIEM иногда используются в контексте взаимозаменяемости. Сегмент систем управления безопасностью имеющий дело с мониторингом в реальном времени, корреляцией событий, извещениями и отображением на конечных устройствах обычно называют управлением событиями (SEM). Вторая область обеспечивает долговременное хранение, анализ и отчетность по накопленным данных известна как управление ИБ (SIM). По мере роста потребностей в дополнительных возможностях непрерывно расширяется и дополняется функциональность данной категории продуктов. 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В сочетании, внешние и внутренние данные дают полную картину бизнеса, которая, создает «интеллект» — быстрое понимание, которое не получить из простого набора данных.\r\n\r\nИсточник: https://ru.wikipedia.org/wiki/Business_Intelligence","materialsDescription":"","iconURL":"https://old.b4r.io/fileadmin/user_upload/business-analytics.png"},{"id":45,"title":"SIEM - Security Information and Event Management","alias":"siem-security-information-and-event-management","description":"SIEM (Security information and event management) — объединение двух терминов, обозначающих область применения ПО: SIM (Security information management) — управление информационной безопасностью и SEM (Security event management) — управление событиями безопасности. Технология SIEM обеспечивает анализ в реальном времени событий (тревог) безопасности, исходящих от сетевых устройств и приложений. SIEM представлено приложениями, приборами или услугами, и используется также для журналирования данных и генерации отчетов в целях совместимости с прочими бизнес-данными.\r\n\r\nАкронимы SEM, SIM и SIEM иногда используются в контексте взаимозаменяемости. Сегмент систем управления безопасностью имеющий дело с мониторингом в реальном времени, корреляцией событий, извещениями и отображением на конечных устройствах обычно называют управлением событиями (SEM). Вторая область обеспечивает долговременное хранение, анализ и отчетность по накопленным данных известна как управление ИБ (SIM). По мере роста потребностей в дополнительных возможностях непрерывно расширяется и дополняется функциональность данной категории продуктов. 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Разработка процесса управления знаниями и его автоматизация. Разработка процесса управление изменениями в ИТ инфраструктуре и его автоматизация.\r\nИнтеграция с SAP SM в части управления инцидентами, для ускорения решения проблем пользователей SAP. Обновление HP SM до версии 9.41.\r\nИспользованное ПО, оборудование и вспомогательные системы\t \t\r\nHP SM, HP uCMDB, Qlick Sence\r\nНаправление/область и тип работ\t \tЭксплуатация и управление ИТ\r\nМониторинг и управление оборудованием и ПО\r\nПостановка и автоматизация процессов в области ИТ\r\nРазработка ИТ-стратегии, ИТ-архитектуры и планов в области ИТ\r\nСервисное обслуживание оборудования\r\nАутсорсинг ИТ-инфраструктуры\r\nАутсорсинг функций и процессов ИТ-подразделения\r\nВажность проекта\t \tСтратегическая ИС\r\nВозможность тиражируемости\t \tДа\r\nМасштабируемость\t \tДа\r\nОписание проекта\r\nРазвитие методологий и подходов к формированию ИТ-ландшафта привело к созданию новой архитектуры - IT4IT. Использование референсной архитектуры IT4IT в ПАО «Газпром нефть» позволило комплексно оценить текущее состояние и пути совершенствования ИТ-ландшафта. По результатам анализа определены ключевые направления развития ИТ сервисов и были определены, как задачи проекта. \r\nВ рамках проекта выполнены следующие работы: \r\n· Разработана целевая организационная структура управления ИТ-активами \r\n· Разработана и реализована в системе модель Каталога услуг. Проведена нормализация текущего Каталога услуг; \r\n· Разработана методика построения ресурсно-сервисных моделей (РСМ) для расчета трудоемкости услуг сервисной компании. РСМ реализована на базе HP uCMDB, проведена интеграция с Единым справочником информационных систем, наполнение данными, создание связей с Каталогом услуг; \r\n· Проведена формализация процесса управления конфигурациями ИТ-систем. \r\n· Определены основные функции управления ИТ-активами и описаны процессы и стандарты по управлению ИТ-активами на протяжении всего жизненного цикла. \r\n· Разработана система идентификации ИТ-активов, которая позволила проводить регулярные инвентаризации, через контроль факта обслуживания оборудования; \r\n· Сформирован и запущен в эксплуатацию инструмент для оперативного контроля – Автоматизированное рабочее место руководителя ITAM; \r\n· Реализован процесс управления изменениями в ИТ-инфраструктуре, в том числе наполнение справочников для процесса; \r\n· Реализована база знаний для ускорения решения инцидентов специалистами технической поддержки; \r\n· Автоматизирован процесс управления мероприятиями по предупреждению критичных инцидентов, после устранения выполненного критичного инцидента. Для возможности ведения прозрачной отчётности и процессов управления инцидентами реализована интеграция с SAP Solution Manager; \r\n· Обновлено ПО HP SM с версии 9.32 до версии 9.41. \r\nНа следующий год запланировано развитие системы. Созданные РСМ послужат основой для формирования процессов управления непрерывностью и доступностью, а также управления мощностью ИТ-услуг.\r\nУникальность проекта\r\nВ рамках проекта была создана база ведения РСМ (от уровня бизнес-решения до уровня серверов и сетевых устройств), возможность учета ИТ-активов позволила собрать все составляющие конфигурационные единицы.Также был реализован подход по ведению каталога услуг в формате (бизнес-услуга, операционные услуги, операции по услуге), привязанный к бизнес- решению, на соответствующих уровнях РСМ. \r\nТакой подход позволил:\r\n1)\tФормировать расчетно-технологическую карту на основе реальных систем, в полном соответствии с составными частями бизнес-систем (оказываемых бизнес-услуг).\r\n2)\tУправлять всем жизненным циклом ИТ-активов. \r\n3)\tПолучить актуальный состав бизнес-решений. \r\n4)\tПроводить оценку реальной и плановой трудоемкости бизнес и операционных услуг.\r\nТиражирование\r\nИТ-ландшафт ПАО «Газпром нефть» состоит из более 300 ИС. 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