IXcellerate migrated to domestic SimpleOne ITSM platform

IXcellerate, the operator of a network of commercial data centers in Russia, has migrated to the Russian [ITSM platform]() SimpleOne. "The move allowed IXcellerate to build a new full-fledged IT service management system. Now all requests from data center clients, as well as internal users to the company's IT department, are maintained and accounted for through this platform. The new system, called IXcDesk, combines an external portal for customers and an internal portal to which customer service, IT, sales, accounting and HR departments are connected. The total number of users exceeds 1.5 thousand people. Previously IXcellerate used ITSM-system of a foreign vendor, which was focused on customer service support. The decision to change the platform matured long ago: the management was not satisfied with the limited possibilities of its customization. In 2022, sanctions risks were added to the migration arguments. As a result, it was decided to build a new full-fledged ITSM system on a Russian product. To choose the platform IXcellerate experts analyzed the market and gave preference to SimpleOne solution. Access to and use of the system is organized through a browser, which does not require installation of a client program. The replacement helped to expand the functionality of the customer support portal, thanks to which the interaction with both data center residents and in-house duty services became more convenient. As part of the project, a full-fledged catalog of IT services for internal users was created, which contains performance standards and provides the ability to fine-tune each service. Now the efficiency of internal services in IXcellerate is monitored on a par with external services: all requests from employees are structured and controlled through IXcDesk. These transformations have made the process of receiving, processing and closing requests more transparent and predictable. The project took about six months to implement. The platform change was smooth, with no shutdowns or disruptions to the service desk. All customer requests were processed as usual. Today the development of the implemented IT platform continues in several directions. At the next stage of the project IXcellerate plans to customize the functionality of personal customer accounts, expand the configuration management database (CMBD) and integrate SimpleOne with other corporate systems.