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Developing an IT Service Policy

SoftlineJSC (www. softlinejsc. com) is the Ukrainian software house, which was established at the end of November, in the year 1995th, by a team of skilled and ambitious graduates from Kiev Polytechnic University. The main intention was to try their strength in sufficiently new activity of those times. It was a design of corporate information systems, oriented towards the business processes automation. Their first tender was won in the year 1996th and trading system “Forward” was successfully produced for the Ukrainian Agricultural Exchange.

It operates till nowadays with minor regular updates. The corporate policy of newly bo...

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...rn organization focused on investing all income from the first development work into the company growth, especially in well-known and experienced specialists. Also many talented young professionals were invited. Partially funds, received from the first development tender were spent on own programming tool set’s development. This way, the multi-purposed Megapolis tool appeared in 1997th.

Constant update and upgrade transferred this initially internal product into the biggest Open Source technology within CIS. Softline, as fast developing corporation has taken part in national and international tenders focused on development and implementation of information systems. In the year 2002nd Softline won the second tender as a general contractor on the realization of “Electronic Government of Ukraine” project. Governmental site that Softline has developed and introduced publically laid the foundation for the creation of electronic face of Ukraine.

Staying on the edge of technology, Softline Company cares about quality and modern face of its solutions and products, thus the Quality Assurance Certificate ISO 9000/9001 was applied on the beginning of the year 2000 along with CMMI IV certification of development processes and organizational procedures. Nowadays, employing more than 800 people, Softline Company pays a big attention on teaching and training of Company systems’ users. The certified Training Center was established in 1997th and operates successfully till nowadays.

The capacities of training center allowed training more than a thousand people since the day of its establishment. Systems and technologies designed by SoftlineJSC are spread among various business and governmental spheres. The list of Company customers includes State Employment Office, JSC MACA KYIAVIA, JSC Galakton, c. c. Kievstar GSM, c. c. KyivMlyn as well as in Ingersoll-Rand (Switzerland), Serena Software Inc. (USA). World known companies such as Microsoft, Informix, Oracle, Intel, InterSystem (CACHE), Ross Systems are among SoftlineJSC partners.

Taking a brief overview about Company products and technologies used for their designing, I need to stress that core expertise relies to the sphere of Microsoft/ Java and BI practices, thus the products are spread among medical, telecom, DMS and governmental fields. Identification of information services internal customers by function. Servicing internal customers is very important process for stability and efficiency of in-house workflow of every organization nowadays.

It’s the pity, that very often internal customers stay on the second plan in “to do” list thus they are not able to attract attention to their requirements. The following departments in Softline Company can be classified as internal customers: Financial Service Department of customers ‘ payments Department of employees’ payment Accountancy Personnel service (HR) Department of Marketing Communications Corporate Secretariat Tender Service Quality Service

Hotline Service Legal Department Executive Service Customer Protection Company’s commitment to internal customers’ needs is highly demanded at the same level as the commitment to requirements submitted by external customers. Softline organization has implemented special Hot Line service for internal customers use only (Pell, 1993). The main purpose of this service includes the organization and stuffing employee’s working place, also the fulfillment of special orders for services and equipment along with informational support.

Through Softline Hot Line internal customers are able to get access to: • Unified Messaging • Booking facilities and equipment • Order business cards • Ordering information • Orders of equipment, components, the required services to be performed by particular employee • Architectural Services Bureau • Editorial Services • Creating applications for work on weekends • Technical support and office infrastructure

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