Sumitec International has migrated its IT support operations to the ELMA365 Service Desk platform, replacing a legacy foreign system. The company, which operates 38 offices across Russia with over 1,300 employees, selected the domestic low-code solution after evaluating more than 30 different ITSM systems.
The implementation process involved integrating the platform with 1C:Document Management and configuring authentication via the corporate domain. During the rollout in the summer of 2025, the company faced a targeted cyberattack, which necessitated a temporary migration to a partner cloud environment to restore access to critical systems.
Post-implementation metrics indicate that the IT department now handles between 2,000 and 6,000 requests per month. Processing times have decreased from several days to hours, with 97% of requests meeting established deadlines and 99% resolved without requiring re-processing.
The company is currently planning further expansion of its low-code tools. Future initiatives include deploying ELMA365 Projects for workflow management, integrating with 1C:IT Asset Management to track hardware, and formalizing Service Level Agreements (SLA) based on accumulated performance data.
