Russia Turns Tech Support Into a Fully Automated, Managed Process
A new service platform called ITSM 365 aims to transform technical support into a predictable, measurable, and scalable workflow.
The Yekaterinburg-based IT integrator STARKOV Group has developed and refined ITSM 365, a service platform designed to automate technical support and maintenance of complex information systems. The solution turns support operations into a structured technological process—from receiving user requests to analyzing incident causes and planning future improvements.
A Unified Digital Environment
At the core of ITSM 365 is a unified digital environment where all user interactions are logged: incidents, change requests, enhancements, and scheduled maintenance tasks. The system automatically classifies tickets, routes them to the right specialists, and monitors SLA compliance. This reduces the human factor in process management and allows technical teams to start working immediately after a request is received.
Built for Infrastructure-Level Systems
The platform is tailored for supporting infrastructure and enterprise IT systems, where service agreements, service levels, warranty obligations, and actual labor costs must be tracked. Every incident is tied to a specific client, system, and project, giving teams a clear picture of system health and workload distribution.
One of the key features of ITSM 365 is built-in analytics. Dashboards reveal request patterns, repeated issues, specialist load, and bottlenecks in systems. These insights help organizations shift from reactive troubleshooting to preventive maintenance—identifying problematic components and planning improvements in advance.
Support Without a First Line
STARKOV Group uses the platform to provide support services without a traditional first-line team: tickets go directly to specialized engineers. This model is especially effective for complex IT environments where speed and precision are critical.
ITSM 365 effectively functions as an automation tool for service processes. It is essential where technical support becomes part of a stable IT architecture and must operate as a predictable, measurable, and scalable system.
