Case Study: Siberian Coal Energy Company (SUEK) resolves 84% more incidents and boosts SLA compliance with Ivanti Enterprise Service Management

SUEK and SGC Power Growth with Ivanti Enterprise Service Management

Siberian Coal Energy Company faced rapidly growing complexity after merging large coal and energy groups (SUEK and SGC), which tripled support requests and outstripped their legacy ITSM. To solve this, they turned to Ivanti, deploying Ivanti Enterprise Service Manager along with Ivanti Asset Manager and Ivanti Service Manager to replace the inadequate system and support broader business processes.

Ivanti’s ESM platform unified service and asset management, automated workflows, and enabled shift‑left and self‑service via a single portal, improving CMDB accuracy and cross‑department processes. As a result, daily requests processed rose from 580 to 1,870, active users doubled to 20,000 with 900 analysts on the platform, incidents handled increased by 84% without performance issues, SLA compliance improved by over 13%, and 30% of work is now resolved via self‑service — all delivered with Ivanti’s solution.

Siberian Coal Energy Company

Alexander Kornienkov

Deputy Head of IT Service