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Computerra has shared the results of a survey covering 500 major Russian companies. The objective was to understand how the domestic corporate segment approaches service management and what are the advantages and challenges related to the service processes. According to the survey, every successful migration to the service model creates more change supporters. This hypothesis is confirmed Alexei Berdin, IT Director at PROGRESS.

“We leverage a sustainable model of shared service centers concentrating our services (e.g. Accounting and IT) in one place. As for IT, we are currently transferring our capacities to the data centers and transforming the function.

Such functions as IT, Housekeeping, Procurement, HR, Legal and Accounting correspond to our shared approach and are based on the unified corporate model. We track the service level, which is a key priority for every functional leader.

Our ambition is not just to create shared services, but to transform them into business partnerships, which are quite successful as services.

We are more about the MOF model. The ITIL practices fit well our business processes. The key is that the Company is willing to transform and to change its processes in order to comply with the best practices that recommend using ITIL.

We implement the service approach like many other companies. First, it takes some time for people to get used to it and then they start driving the new processes in their departments. They begin to see the new practices as an absolute norm and wonder how they could work without such systems before. That is how we recruit numerous ardent supporters from inside.