International IT services provider ITGLOBAL.COM has automated its business with SimpleOne ITSM

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Updated at: 18 February 2025

**Client's industry: **Information Technologies **Objective:** Reduce the cost of operating a corporate ITSM system **Solution:** Migration to [SimpleOne ITSM system]() SimpleOne developer company together with IT Guild integrator successfully migrated all ITGLOBAL.COM group of companies' departments from ServiceNow platform to Russian-made SimpleOne ITSM platform.

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Client: "ITGLOBALCOM RUS"[(itglobal.com]()) Development company: SimpleOne[(simpleone.ru](</>)) Integrator company: IT Guild[(it-guild.com]())

## About the company International group of companies ITGLOBAL.COM is a global provider of IT services, products and services of a wide profile. The company specializes mainly in the foreign market and has representative offices in six countries: USA (Claymont), Netherlands (Amsterdam), Turkey (Istanbul), Kazakhstan (Nur-Sultan), Republic of Belarus (Minsk), Russia (St. Petersburg, Moscow). ITGLOBALCOM is also actively developing its own network of virtual data centers around the world. Corporate public cloud ITGLOBAL.COM is built on VMware vCloud Director platforms and hyperconverged solution [vStack](), equipment from Cisco and NetApp. It is powered by data centers in Minsk, Amsterdam and New Jersey. With more than ten years of experience and broad competencies, ITGLOBAL.COM today is a reliable provider of Managed IT. The group of companies provides a full range of IT services aimed at the development of the customer's IT infrastructure, its business as a whole. In its work ITGLOBAL.COM uses the best solutions of world manufacturers, has reliable sites for hosting the customer's infrastructure worldwide, invests and develops its own IT solutions (RnD). As an international provider of Managed IT Service, the company develops services of complex management of customers' IT infrastructure over private installations, public clouds and its own network of virtual data centers. In Russia, the company is engaged in system integration, development of IT outsourcing and Managed IT services on top of customers' equipment or cloud resources of global IaaS providers, sales of equipment and software of its own development.

## Reasons for migration For several years, ITGLOBAL.COM had been using the ServiceNow platform, the world market leader in ITSM systems. However, high license fees, dependence of payments on currency exchange rates and expensive system revision made us think about finding alternative solutions. In 2019, a decision was made to migrate to an alternative ITSM system. However, it was important to choose exactly the right platform that could provide a reduction in license fee costs without losing the current level of functionality. ## Selecting a new platform The key selection criteria were: - Automation of service management processes in accordance with ITIL recommendations; - reduction of licensing costs; - reduction of time and cost of system improvements, the ability to modify the system in-house; - lower cost than the current platform; - high performance under heavy loads; - ready-to-use, workable business processes out of the box, compliant with best practices. In addition, the following business needs of the company influenced the selection: - System deployment in a secure cloud, on the territory of Russia; - optimal balance of No, Low and Pro Code development tools; - system stability; - easy scalability; - a friendly and intuitive user interface, allowing to reduce user training time. IT management decided on the SimpleOne ITSM system. In addition to meeting key selection criteria, the SimpleOne platform had the following advantages. #### **Platform flexibility** Wide customization options, visual workflow editor, powerful access rights configuration system, ready-made connectors for integration with other enterprise applications, orchestration capabilities, wide variety of No and Low Code development tools. #### **Best ITSM practices out of the box** The ITSM business solution covers all the key ITIL processes out of the box. Having an out-of-the-box pre-configured solution significantly reduces implementation time.

#### **Easy implementation and customization** Low initial qualification requirements and high speed of training of developers and system administrators (in case of migration from ServiceNow no training is required at all) allowed to save on the cost of implementation and subsequent system improvements. The intuitive design of the product allowed minimizing user training time. #### **Personal data protection in the cloud in accordance with 152-FZ** The automation platform developed by the Russian company SimpleOne uses a cloud-based IT infrastructure that operates in accordance with the requirements of Federal Law No. 152 "On Personal Data": - Personal data is placed in an isolated cloud and accessed using certified protection means. - All virtualization components (hypervisor, storage, management system, hardware and virtualization platform) are protected and reserved. - The computing resources provided for the client's ISPDN are easily scalable. - Additional segments in the cloud are provided for development and testing. #### **Availability of necessary enterprise functionality** High load, integration with MS Exchange, the ability to integrate popular messengers and chatbots using REST API, high customizability (changing data structure, customizing business logic, connecting external data, pulling information from external systems, setting up complex logic of query processing). Using built-in tools, changes can be automatically transferred between development instances, test environments, and production environments. ## About developer SimpleOne SimpleOne is a platform company for automating all service business processes according to the Enterprise Service Management (ESM) concept and the principle of a single record system. The SimpleOne platform helps to extend the best practices of service delivery and management, realized in the SimpleOne ITSM-system, to all service divisions of the company. Cross-cutting automation will unify services and provide a single orchestration tool. The product is aimed at medium and large corporate and government customers in the process of digital transformation. ## Implementation results Implemented components of the SimpleOne system: - Self-Service Portal. - Incident management. - Request management. - Change management. - Service level management. - Knowledge base and knowledge management. - CMDB and configuration management. - Procurement management and automated payment of invoices to suppliers. - Accounting service automation. - Legal service automation. - Calendars and working time management, coordination of time off and vacations.

Migration of all structural divisions of ITGLOBAL.COM to the SimpleOne platform was successful and painless. IT Guild specialists together with the project team transferred the data correctly, and ITGLOBAL employees quickly adapted to the new system. ## Results in figures*:* - *The complete migration cycle to the SimpleOne system, from TOR and development to full implementation, took six months - from August 2019 to January 2020.* - *There was a 30% reduction in operating costs.* - *Training time for new employees to use the system was reduced by 40%.* - *92% of surveyed company employees said that the interface of the new ITSM platform is more intuitive than the previous one.* - *The speed of implementation of new improvements to the system has increased by 20%.* - *The cost of developing new functionality in the ITSM system has decreased by 45%.* Indicators for IQ2020 vs. IQ2019

#### "At the beginning of the year, we migrated our ITSM system from ServiceNow to SimpleOne. The transition was due to many reasons: the gradually decreasing presence of ServiceNow on the Russian market, and the desire to reduce license costs. I can note that it is already obvious that it was the right decision. The migration was much less painful than expected. Expenses related to license fees have been significantly reduced, and the speed of implementation of new improvements has increased. Based on this, we are making big plans for this system. In the long term, it should cover all service business processes of the company"

Vitaliy Gritsay

Executive Director of ITGLOBALCOM