Lotus Notes. Service Desk — incidents management system

Lotus Notes is a leading platform for corporate systems. Many companies including those in Russia have appreciated its advantages and use it not only as mail system but also for business process automatization. Lotus Notes application successfully manage work flow, monitoring, information support and planning. The demand for Lotus Notes application development is measurable and that is why IntraVision top management have decided to turn to this area. Now we offer professional and quality Lotus Notes solutions — that is prooved by the range of successfully completed projects, for example, Service Desk for DaimlerChrysler Automotive Russia. Integration of a new system means to our customer one more step toward ITSM methodology. Service Desk allows a customer to automate technical support on the basis of incidents (users requests). There are a lot of similar systems on IT market (Help Desk, Service Desk and so on). But as soon as an existing system should meet complex requirements, it turns to be insufficient for a customer. The requirements of DaimlerChrysler Automotive Russia were:

• ITIL(ITSM) usage by DaimlerChrysler IT department.
• Providing all users including off-site users and partners with technical support. Development of subsystem for settling accounts with services consumers.
• Three-stage hierarchy of support division management with three remote sites.
• Full reports for all the activities of each incident.
• Working on the basis of Lotus Notes 6.5. Integration with existing employees database.

The main specialty of the project was the process platform. Lotus Notes is a new area of Intravision and we managed it successfully. The results have proved that our decision to turn to it (the system was launched, the functional was completed) was absolutely right.

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