Webbankir Builds Digital Support Operations on a Russian ITSM Platform
Russian online financial platform Webbankir (Web-Banker) has completed a major migration to the Russian-developed SimpleOne IT service management (ITSM) platform, bringing customer support and internal technical support together in a single digital environment.
The migration project was completed in less than a year with the help of systems integrator Jet Infosystems. The new environment now includes the service catalog, service-level agreements (SLAs), assignment-group matrices and more than 100 complex workflows.
A Complete Picture in One Place
Before the upgrade, Webbankir's IT environment was fragmented. The company relied on a collection of disconnected tools: Yandex Wiki for knowledge bases, Yandex Forms for collecting requests and Yandex Tracker for task management. Staff had to route tickets manually and track their progress themselves. Change approvals also ran through two separate channels – email and the corporate messaging platform Mattermost – slowing the response to incidents.
Now all of the company's systems, including 1C and Active Directory, are connected within a unified environment built on the SimpleOne ITSM platform. Its low-code and no-code tools enabled Webbankir's staff to configure workflows around the company's needs without bringing in software developers.
"The biggest benefit for us is having the complete picture in one place. Before, to understand what was happening with a ticket or an incident, we had to open three different tools. Decisions and approvals no longer get lost in conversations, the entire workflow is visible, and people receive a notification when their input is needed," said Ilya Danilov, head of operations automation at Webbankir, describing the project's results. Incident resolution time is another measure of the gains in operational efficiency and end-user service quality. Incidents are now resolved an average of 15 minutes faster than before.
Drivers of Growth
Russia's IT service management (ITSM) market, which covers systems for managing IT services through a service-based model, continues to grow steadily. According to research by CNews Analytics, the combined revenue of leading ITSM vendors reached nearly RUB 8.5 billion (about $104 million) in 2025.
Experts expect the market to maintain annual growth of around 15%. The main drivers include migration away from foreign systems and the expansion of service-based management beyond traditional IT departments. Russian solutions are becoming more capable and efficient, while domestic developers are taking their products to international markets. In February 2026, for example, SimpleOne began offering an integrated platform in India through distributor ITGLOBAL.COM. The platform includes ITSM, CRM, software development systems and other business applications. In May, the company entered the UAE market.
Migrating to SimpleOne
The Russian platform has demonstrated its effectiveness across a range of industries. In 2022, the Monetka retail chain was forced to make an urgent switch to the Russian-developed SimpleOne after a foreign vendor unexpectedly restricted access to its software. MTS Bank also began migrating to the platform that year. By 2023, the bank was using it to deliver services not only to IT professionals but also to customers and partners.
In 2024, IT holding company Fplus fully replaced tools from a Western software ecosystem with a Russian ITSM platform, bringing internal service processes together with support for external customers. Consulting firm Commonwealth Partnership (CMWP) migrated to SimpleOne in 2025. The Russian software offered more than incident and request management automation: it also enabled the company to build an employee self-service portal. By 2026, migrations had reached systemically important financial institutions. Bank Saint Petersburg completed its move from a foreign platform to SimpleOne, transferring 12 key processes and more than 50,000 configuration items without interrupting customer service.
Russia's ITSM market is expected to keep growing. Domestic platforms such as Naumen, BPMSoft, Lukomorye, Sfera and SimpleOne have become independent drivers of digital transformation, offering mature solutions for building unified enterprise service management systems. Russian businesses are also moving away from fragmented automation toward more comprehensive approaches. Webbankir's adoption of SimpleOne is another example of this shift.
