Garden CITI has implemented the Directum ESM system to manage its IT service requests, achieving an 80% increase in processing speed. The transition to the new platform was completed within one month.
The time required to process a single request has dropped from four hours to under one hour. Employees can now submit new requests in a matter of minutes, and the system prevents duplicate entries by requiring initiator approval before a ticket is closed.
The company has been using Directum products since 2023, previously relying on Okdesk for service management. Consolidating these processes into the Directum ecosystem eliminates the need for staff to switch between different browser tabs.
Garden CITI plans to expand its use of Directum ESM to include its production, technical, and estimation departments. The system will also be utilized for managing incoming correspondence and document registration.
According to senior system administrator Kirill Kasatkin, the platform provides full visibility into the request lifecycle. Managers can now monitor IT department performance in real time within a unified digital environment.