Softline migrated to the domestic ITSM system SimpleOne
Updated at: 17 April 2025
Softline Group (Softline PJSC), a leading provider of solutions and services in the field of digital transformation and information security, developing a comprehensive portfolio of its own products and services, has made the transition to the Russian ITSM-system SimpleOne, which allowed to ensure high efficiency of business processes, expand automation and improve usability for employees and customers.
Softline, being an IT service provider, has a non-standard scenario of using ITSM-systems. Usually such a system is used to provide support to employees of an organization and its contractors. In Softline, this class of products is also used for technical support of clients.
Previously, the GC had a system of a British developer, which left the domestic market. To replace the platform, a domestic solution from SimpleOne was chosen, which met the main needs of Softline: a clear interface (the previous system was not very easy to use for employees) and wide opportunities for customization, as the product should be used not according to the "standard" scenario and provide an opportunity to expand functionality.
Initially, it was planned to use a cloud-based solution so that data storage and server maintenance would be on the vendor's shoulders, but changes in legislation - the regulator's prohibition to store data on a third party when maintaining critical infrastructure - made it necessary to deploy local infrastructure.
Implementation of the new system and its adaptation to the already established business processes were carried out by Softline engineers. In a short period of time, the team of specialists migrated directories, set up processes, implemented complex automation and customized the interface. The specialists tried to preserve the familiar structure and logic of the system, as well as interface elements to ensure a smooth transition and usability for employees and customers.
The final stage of the project was the customization of the solution: cloud infrastructure monitoring was connected, which, in turn, required additional improvements. As a result, the system started to automatically create requests when certain events occur in the infrastructure.
In addition, within the framework of customization, dynamic lists were introduced, allowing to automatically change the contents of the list depending on certain conditions or selected parameters. This simplified the interface, making it more user-friendly, so that users are shown only the necessary and relevant information.
Scrum methodology was implemented for the tool support teams and internal infrastructure within the system. This also required additional refinement of the product. Now it helps to more flexibly and efficiently manage the development and improvement of the system to provide clients and Softline employees with modern, relevant, efficient and prompt service.
"The SimpleOne system became for us the best choice among the solutions presented in the Russian circuit. Thanks to it, we have optimized our business processes, making support more convenient for both clients and Softline employees. In the first month of implementation there were inevitable questions and difficulties, but after half a year we receive only positive feedback"
Sergey Ivanov Head of Automation Department in Softline Group
"When a large integrator with a large number of different products in its portfolio chooses our solution for its own use, it is a particularly valuable confirmation for us that we have made an excellent product. The competence of the Softline team involved in the implementation of the solution allows us to count not only on a positive result, but also on obtaining a reference implementation that can be safely shown to all potential clients"
Sergey Chukanov CEO of SimpleOne
Softline Group not only uses SimpleOne's ITSM system, but also implements Russian solutions for its customers and helps them to successfully carry out migration. Softline has been cooperating with SimpleOne for several years and actively develops competencies in implementation and support of the developer's products. In 2023, the vendor recognized the professional work of Softline Group with the "Partner of the Year" award.