CROC has successfully deployed an IT service management (ITSM) system for Magnitogorsk Iron & Steel Works (MMK)1, one of the world’s largest steel producers. The ITSM solution, powered by Naumen Service Desk, processes 8,000+ user requests per month with high speed and quality. NAUMEN2 experts performed vendor supervision during the project.

The new corporate Service Desk at MMK is designed to handle intense loads and requests from 50,000 employees over 60 MMK branches. Users submit service requests via a designated portal with a tracking feature, while MKK service and maintenance employees can use a mobile app to carry out their tasks.

The vendor supervised all works, thus providing more consulting support and control over project solutions to maximize the platform’s capabilities. Leveraging the versatile Russian ITSM solution by NAUMEN boosted overall infrastructure management and user support efficiency. Furthermore, new features enabled correlated service process management from a unified environment.

The project also included automation of key company IT processes such as incident and service request management and IT component configuration. To collect data about employees and organizational structure, Service Desk was integrated with ERP system HR services, while integration with MS Active Directory and MS SCCM made it possible to import information on security groups and equipment. In addition, a user catalog of business services helps manage correlated service processes from a unified environment.

"Creating a unified IT process management system is one of our priority tasks to help IT grow in maturity and match MKK’s ever-increasing efficiency and customer experience expectations. One of the milestones for this achievement is the ITSM upgrade, which we have successfully started via NAUMEN technologies.
We are currently enjoying a modern, flexible, configurable, and scalable solution designed for intense workloads, and are looking forward to using system features to improve IT service management and transparency.”

Vadim Feoktistov
Chief IT Specialist, MMK

"We were happy to meet all project objectives via successful teamwork. We managed to design and deploy a unified ITSM system powered by Naumen Service Desk and adapted in line with MKK’s needs, thus ensuring service maintenance efficiency. Moreover, the system provides a solid basis for stepwise implementation of new processes and MMK’s further digital evolution".

Dmitry Rubin
Director of IT Automation Systems and Maintenance Department, NAUMEN

"This project is part of MMK’s wider IT strategy. The unified automated environment will make user interaction more transparent and efficient, thus accelerating transition to a business-oriented ITSM model and driving further development of MMK’s digital services".

Oleg Terekhov
Director for Metallurgy Sector, CROC

1 MMK is one of the world’s largest steel producers and a leading Russian ferrous metallurgy enterprise. The company’s operations in Russia include a large manufacturing complex encompassing full-cycle production, from iron ore preparation to ferrous downstream processing. MMK produces a wide range of metal products, the majority of which offer high added value.  In 2019, MMK produced 12.5 million tons of crude steel and sold 11.3 million tons of commercial steel products. MMK generated USD 7,566 million in revenue in 2019, posting EBITDA of USD 1,797 million. You can find more information on the website

2 NAUMEN Group is a Russian software vendor and cloud provider, acting as a technology partner for companies and government agencies during digital transformation. NAUMEN offers management solutions for digital infrastructure, customer communications, and services. The company’s portfolio includes a wide range of products and solutions for innovation and R&D management, procurement management, decision-making support and knowledge transfer, as well as implementation of end-to-end business processes powered by AI, predictive analytics, and Big Data. Virtual employees and assistants developed by the company complete millions of tasks every day. Today, NAUMEN provides solutions to customers in five countries through either branch offices or exclusive partners. NAUMEN supports over 200 million users in Russia, Europe, and Asia each day. You can find more information on the website