Self-migration to the SimpleOne platform: iiii Tech case study
Updated at: 18 February 2025
**IT integrator **[**iiii Tech**]()** (ex-TietoEvry Russia) migrated to the SimpleOne ITSM system as part of its separation from a foreign parent company. In a month and a half the client independently migrated key business processes to the new system and localized its own IT solutions, laying the foundation for the development of its system into a multifunctional ESM platform.**
## About the client
iiii Tech is a Russian IT integrator specializing in solutions for medium and large businesses. Until March 2022, iiii Tech was part of the Finnish IT company TietoEvry. It is now a fully independent IT company that provides solutions for digital business transformation: business process automation, cloud and managed services, RPA, SAP, data analytics, software testing and custom development.
## Reasons for migration
Among the many IT solutions that the iiii Tech team used every day, one of the key ones was ServiceNow's [ITSM system](). All IT processes were built on this application.
Having separated from the parent organization, the iiii Tech team faced the need to replace a foreign ITSM solution with a similar Russian-made tool for internal use and customer support.
## Solution selection
iiii Tech's main requirements for the new system:
- Solution from the [Unified Register of Russian Software]();
- On-premise installation on its own data centers;
- Ability to perform migration in a short period of time;
- Modern tools (low-code + no-code, REST API, integration with Telegram and AD out-of-the-box);
- High customizability of the system;
- Ability to transfer a large array of historical data from the previous system;
- Ability to customize different functionality for different user groups using the same modules - support several user portals with different content.
#### "Having studied the available solutions, we saw that half of the systems are functionally no different from Excel spreadsheets, and it is almost impossible to build a full-fledged IT process management on them. And the other half are massive systems with a very powerful legacy from the early 2000s. Implementing and changing such solutions is very expensive and time-consuming"
Alexander Kolesov
Head of Cloud&Infra iiii Tech division
According to the results of a survey of the Russian ITSM market, only SimpleOne was able to meet all the client's requirements.
#### "SimpleOne was recommended to us by one of our customers. After the demo, it was as if ServiceNow had been stripped of everything unnecessary and the necessary things had been left in. Not only does the system allow you to implement all the necessary processes, but you can also do it yourself without deep and long study of the system: thanks to no-code/low-code".
#### "I implemented the system on my own, in the evenings over a cup of tea. I spent up to two hours a day. Several factors helped. Firstly, high-quality video tutorials and documentation on how to set up the system. Secondly, SimpleOne is built according to ITIL precepts, and I am an ITIL expert. If you are familiar with the service approach, you will be comfortable working "under the hood" of SimpleOne"
Alexander Kolesov
Head of Cloud&Infra iiii Tech division
Branding of the instance, basic customization of the portal for users, integration with Telegram and AD, implementation of SSO and indicators, import of tickets and customer accounts from the old system were implemented.
A long-awaited feature for iiii Tech clients was added - submission of requests via Telegram, which could not be fully realized in the previous system.
After a month of independent implementation, the client launched the system and started receiving and processing requests from customers.
### Stage 2: system finalization
After the main modules were implemented and the system was put into operation, the second stage of the implementation project on continuous development of the system began: adding new extensive functionality and complication of certain elements of the system, for example, mechanisms related to ACL. This stage is already carried out with the participation of the integrator.
The second part of the implementation is still ongoing and consists of three directions:
1. Implementation of small features;
2. Addition of large functional modules and formalization of processes;
3. Finalization of implemented functions within the framework of pilot operation.
## Effect of implementation
Users of the new system note the successful interface of notifications and the convenience of working via Telegram. Agents, who usually need initial training on such platforms, immediately started working in the system thanks to their experience with the previous system.
#### "It's a big plus that the system supports not only the Russian-language interface, but also the English-language interface. Many administrators who have previously worked on foreign platforms find it more convenient to see familiar wording"
Alexander Kolesov
Head of Cloud&Infra iiii Tech division
Another qualitative change that the client notes is the ability to make any changes to the system.
#### "In the past, any request to change, for example, the location and name of a field, involved a long chain of approvals. If changes were made, they were very costly. With SimpleOne it is much easier and faster to customize the system. And in the case of such a simple task as changing a field, it is also fast: 20 seconds of work in the GUI instead of weeks of approvals. Without involving a developer, without coding and scripting"
Alexander Kolesov
Head of Cloud&Infra iiii Tech division
## Project perspectives
iiii Tech plans to further develop the resulting IT system, automating more and more non-IT processes on it:
- Integrate third-party monitoring solutions with the new Monitoring and Event Management module released on SimpleOne ITSM.
- Integrate 1C to automate HR.
- Build Identity Management system and automate access management.
- Automate estimates for customers.
- Automate CMDB (Asset Management) updates and replenishments.
- Integrate Kaspersky anti-virus stack and ShareP software
#### "We want to organize on the platform an internal calculator of the cost of our services using smart billing. How it will look like: we provide hosting services to our clients, SimpleOne, thanks to integration with internal systems, collects information about how much the client used resources (hardware, labor costs, etc.) and automatically sends an estimate to the client"
Alexander Kolesov
Head of Cloud&Infra iiii Tech division
A matrix of employee competencies is being developed for the HR module. Such a matrix in combination with an integrated time management system will allow the platform to implement automatic dashboards showing which projects employees are involved in and which of them have time and skills for a new project. Such dashboards will allow project managers and HR-specialists to be aware of what competencies and in what quantity the company possesses, how to distribute them effectively and avoid deficit of specific skills. And all this in an automatic mode, without contacting department heads.
#### "The main goal is to orchestrate a complete ESM platform that touches the large IT landscape: our internal infrastructure, data centers and our customers' infrastructure"
