The developer Glavstroy Saint Petersburg has migrated its IT service management to the 1C:ITILIUM platform. This ITSM/ESM solution replaced the foreign GLPI system, which lacked native integration with Russian software registries and offered limited customization options.
The new system handles requests from 1,000 employees and manages 4,000 configuration units. Currently, 90% of technical support tickets are submitted via the corporate portal, with an average processing time of 20 minutes. The system processes between 30 and 40 requests daily.
The implementation allows for automated SLA monitoring and detailed reporting on incident resolution times and labor costs. The platform is integrated with 1C:Accounting to track IT assets, with plans to connect with 1C:Payroll and HR Management for automated personnel data updates.
The IT department structured services into 18 categories, including workplace support and 1C-related requests. Future plans include integrating dedicated email inboxes directly into the ITSM system and migrating to a new web portal based on Next.js.