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Implementation from scratch instead of migration: the experience of automating IT services at the Moskvich plant on SimpleOne ITSM

Updated at: 18 February 2025

Линия сборки автомобилей на заводе

The Moscow Automobile Plant Moskvich has successfully automated IT services within the company using the ITSM system SimpleOne.

Reasons for implementation

The Moskvich brand was revived in May 2022 after the French company left the Russian market. By the decision of the Moscow Government the plant was transferred to the balance of the city. Already in November, in just six months, car production was launched.

#### "When Renault left the Russian market, we found ourselves in a difficult position. We had virtually no information systems, no processes"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

Previously, the company used the ServiceNow ITSM system in cooperation with foreign colleagues to manage IT services. After Renault left the company, the system became unavailable because the licenses for its use were provided by the former owner.

The Moskvich plant needed to find a new ITSM system as soon as possible in order to resume receiving service requests from internal users - the company's employees - at the first stage.

Solution selection

#### "In June we started looking for a new ITSM product. We looked at many systems and settled on SimpleOne"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

**Selection Criteria:** - Quick start-up of the system "out-of-the-box" into operation; - Flexible customizability of the system;

#### "As this is not our first ITSM system, we knew how it should work. It was clear that our requirements differed from what box solutions offer. Therefore, in choosing a vendor, it was important for us to be able to customize the flow of processes ourselves, a self-service portal for users. This is one of the reasons why we chose SimpleOne"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

- Ability to replicate the logic and interface of the previous system.

#### "We wanted the new system to be similar to the previous solution and for employees to be easy and comfortable to get started with it"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

## Implementation

#### "We had a number of specific requests in terms of flow processes. For example, we are used to the fact that the approval of a service request goes through a route where there is a circle of validators, and the changes go through a certain scenario. And we wanted to keep it", - leading specialist in the operation of information systems of the Moskvich plant.

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

## Stage 1: MVP customization **Deadline:** 2 weeks **Objective: to** launch the MVP of the system as a self-service portal as soon as possible The implementation project started at the end of September 2022. The client received an instance of the system and started customizing it. In two weeks, the client's team customized the self-service portal and some processes. In the first week of October, the system went live in MVP mode.

#### "It was essential that as soon as possible users could leave requests and feedback again and we could process them"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

#### "SimpleOne solutions can be quickly deployed in our cloud, and the next day they can start receiving requests within the framework of preconfigured "box" processes. At the same time, you don't have to worry about customizing the necessary logic later on. The platform toolkit allows you to automate business processes as they mature and additional requirements arise. SimpleOne is initially developed as a system for life, capable of withstanding millions of dollars of workload and becoming the foundation for the digital transformation of the company"

Sergey Chukanov

CEO of SimpleOne

## Stage 2: Customization **Deadline:** Not limited **Objective: to** gradually modify the boxed solution, customizing it to the company's needs and connecting new functionality The client's specialists carried out the following work: - worked out the service catalog; - redesigned the system that receives requests; - made a second portal for dealers; - integrated SimpleOne with other applications; - automated some processes with the help of service catalog and MID Server in conjunction with the client's servers. All of these improvements were done by the client himself.

#### "Given the tight deadlines, we planned everything on the fly, and processes were described in parallel with their customization. That's why we decided to implement the system entirely in-house, without an integrator. If we had any questions, we contacted SimpleOne support directly, got answers and continued customization"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

The implementation is still in progress. The team of the Moskvich plant continues to customize the system and improve it to meet their needs.

Why instead of migration, the system was implemented from scratch

#### "In the previous system, we were 'guest' users. We had agency roles, of course, but the entire administrative function, all the refinements and customizations were handled by the central team in France. After disconnecting from the system, we were left with virtually no established and prescribed processes - at the time we didn't understand exactly how we were going to customize them. We only received a set of data on our groups, users and requests - this was not enough for a full-fledged migration. Therefore, we decided to customize everything from scratch," says a leading specialist in the operation of information systems at the Moskvich plant.

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

## System components ![]( =1024x493) **Portal for internal users:** - Knowledge base (with updates on a continuous basis); - Service Catalog (updated on an ongoing basis); - Incident appeals section; - Section of appeals to the legal department; - Two sections for creating appeals: standard and for appeals on information systems.

#### "There are a lot of new information systems being implemented in the company right now, so the user needs to be able to choose which system they have a question on"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

![]( =1024x393) **Dealer Portal:** - Section for creating appeals and incidents; - Knowledge Base; - Service Catalog where dealers can make an account, request accesses, assign roles to specific systems, etc. **The agent interface consists of tools for:** - handling requests, - incident handling, - service request processing, - change management. ## Platform users - Administrators who deal specifically with system customization: 2-3 people; - Users of the agent interface: 82 people; - External users: dealers - 300+ people; - Internal users - all office employees: 1,500 people.

#### "We also try to make sure that in addition to office staff, production workers also have the opportunity to create an appeal in the system"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

## Customer Impressions

#### "We love the system, its features, and that we can do pretty much anything we want in it. We were looking for a system that could not only maximize our user experience, but also improve it, and we found it. During the entire time SimpleOne has been in use, we have not received a single negative feedback from users. The system is made as comfortable and understandable as possible"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

## Prospects

#### "At the moment we are focused on the development of the ITSM system. In the future, there are plans to switch to a full-fledged ESM platform"

Artem Lemeshev

Leading specialist for operation of information systems at Moskvich Plant

Main plans for system development:

    ¨NBSP;

  • Finalize the portal for dealers;

  • Redesign the change management process;

  • Set up integration with queues from the external message broker RabbitMQ and receive messages from them in the required order via AMQP protocol, instead of MID Server, which was used for this purpose before;

  • Integrate with the Zabbix monitoring system using SimpleOne's novelty Monitoring and Event Management module, which allows interaction with external monitoring systems.

Thanks to the optimal combination of no-, low- and pro-code development tools, the Moskvich plant plans to further develop the SimpleOne system fully autonomously.

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