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Leading Energy Provider Enhances Productivity And Compliance With Marval MSM

Headquartered in Sakhalin, Russia, Sakhalin Energy is the operator of Sakhalin-2, one of the world’s largest integrated oil and gas projects, which has developed an extensive infrastructure for hydrocarbon production, transportation and processing. The organisation is exporting crude oil and liquefied natural gas (LNG) produced in the Sea of Okhotsk and at Russia’s first LNG plant built by Sakhalin Energy in the south of Sakhalin.

In 2009, Sakhalin Energy joined the United Nations Global Compact, a UN initiative aiming to encourage businesses worldwide to adopt sustainable and socially responsible policies. A member of the UN Global Compact Working Group for Human Rights, Sakhalin Energy is a leader in corporate social responsibility.

The company’s IT department provides business and IT services to approximately 2300 employees. Aiming to improve operational metrics, like team performance, time spent on incident management and time to change, as well as business metrics, like IT governance, regulatory compliance and customer satisfaction, Sakhalin Energy decided to invest in a smart IT Service Management solution. After evaluating the industry’s offerings, the IT team selected Marval MSM.

Sakhalin Energy Oil Rig

The Challenge

Sakhalin Energy needed to provide uninterrupted, 24x7 support to employees at the highest of standards. Incident Management, Problem Management and Change Management were defined as areas of priority, requiring rapid completion.

“Improving Incident and Change Management was a pressing matter to us. Our organisation has a solid culture around responsibility; we can’t afford any liabilities or cut corners when it comes to safety. As a team, we need to be able to deal with incidents and changes fast and efficiently”, explains Fedor Grigoriev, IT Change Manager at Sakhalin Energy.

The IT department had to consider the wide diversity of the teams involved. The new solution had to accommodate the need for the delivery of varied services. This increased the complexity of the project. One of the requirements was not just to add information into the system, but be able to retrieve this information in the form of comprehensive reports suitable for monitoring and evaluation of service delivery.
Last but not least, the new Service Management solution had to be compliant with ITIL good practices.

The Project

The IT department at Sakhalin Energy worked closely with Marval Baltic consultants to design a solution that would provide a quick and effective response to pressing requirements, while supporting future expansion to other lines of business. A two-stage project was agreed, with Incident Management, Problem Management, Change Management and Configuration Management being included in the first stage, together with integration with existing Microsoft applications (MS Active Directory and MS Exchange).

Comprehensive training was provided by a team of specialists from Marval Africa, who travelled to deliver onsite workshops for the Sakhalin Energy IT team and system users. Educational videos were also provided to support any future training revision needs.

The high availability of the implemented solution is ensured with after-sales support services, provided by Marval Baltic and Marval’s Global Service Desk.

The Results 

Since part of the project was completed, Sakhalin Energy was able to improve productivity and reduce time spent on calls. Having established a robust process around Service Management, the organisation’s Service Desk increased its compliance with crucial industry regulations for health and safety and environmental responsibility. By using real-time reports and dashboards, the IT team has better visibility in the IT environment and available resources and assets, and is able to make faster and more informed decisions on infrastructure changes implementation.

“We have been more proactive than ever, using MSM’s risk assessment tools to identify possible liabilities and address potential issues before they even occur. This has boosted the confidence of our staff and helped us reallocate our resources when and where needed, to provide better service to our diverse customer groups“, says Fedor Grigoriev.

The introduction of a detailed Service Catalogue is expected to help manage customers’ expectations and boost customer satisfaction rates.

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