Unified Service Hub for Metallurgy
Russia's metallurgical industry is rapidly adopting domestic enterprise service platforms. Kamensk-Uralsky Metallurgical Works (KUMZ) has migrated its core IT support processes into a unified digital environment built on the Russian ITSM/ESM platform 1C:ITILIUM.
Metallurgical Works produces more than 70,000 types of aluminum and magnesium alloy products for the aerospace, nuclear power, oil and gas, and shipbuilding industries. Even a minor disruption affecting networks or workstations can disrupt the manufacture of strategically important products. Before the project was rolled out, KUMZ had no unified incident management system: information was stored in spreadsheets, equipment history was not maintained, and failures could not be predicted. IT professionals had to begin diagnostics from scratch every time, addressing the consequences of incidents rather than their root causes.
206 IT Services in One Environment
To address these challenges, KUMZ selected 1C:ITILIUM, a platform jointly developed by the Russian companies Desnol and 1C to automate service requests, maintain equipment records, and oversee service operations. The plant chose the platform because it already had an in-house team with 1C expertise, allowing the solution to be configured and supported without external contractors. Deployment began in 2023, and the system entered production in early 2025. All IT services were moved into a digital environment. The self-service portal has become the primary communication channel and now handles more than 60% of all requests. The platform maintains detailed records for 2,400 assets and 206 IT services, tracking every request from submission through completion while creating the foundation for formalized service-level agreements (SLAs). That has allowed IT professionals to shift to a proactive operating model by identifying potential issues before they disrupt operations instead of simply responding after failures occur. As a result, employee satisfaction with IT support has reached 98%. The team now plans to extend the approach to other engineering divisions, including the chief engineer's office and the communications department.
A Growth Driver
Driven by licensing of Russian platforms, migration projects, and cloud-based delivery models, Russia's ITSM market expanded from 8-10 billion rubles (approximately $100-124 million) in 2022 to 12-15 billion rubles (approximately $149-186 million) in 2024, while maintaining positive momentum in 2025 with annual growth of 15-20%. The market continues to be fueled primarily by licenses for domestic platforms, deployment projects, migration from foreign software, and the expanding cloud services segment. Government policy also plays a significant role, as subsidies and tax incentives continue to accelerate adoption of Russian IT products.
From Basic ITSM to Enterprise ESM
Demand for Russian ITSM solutions in the metallurgical industry has steadily increased in recent years. As companies move beyond basic IT ticket management toward enterprise service management (ESM) covering corporate services and related production processes, intelligent platforms with deep integration of monitoring systems and artificial intelligence are becoming the industry's primary focus.
In 2013, Metalloinvest Management Company, working with Verysell Proekty, completed deployment of a unified IT management system based on the ITSM methodology. The project covered all businesses within the holding company, standardized processes for thousands of employees, and centralized infrastructure management. In 2015, United Metallurgical Company (OMK), together with the IT company CROC, implemented a centralized ITSM system based on the OmniTracker platform. Within six months, the system incorporated more than 50,000 configuration items, including monitors, servers, and communications equipment. The project also established a unified call center and a catalog of more than 100 IT services supported by SLAs, while doubling the processing speed for approximately 20,000 monthly service requests.
In 2020, MMK-Informservice and Naumen completed deployment of a unified corporate platform based on Naumen Service Desk. The project covered all organizations within the MMK Group, introduced a dedicated self-service portal and a business services catalog, and enabled the processing of more than 8,000 user requests each month. By November 2025, Severstal-Infokom, together with T1 Integratsiya, had deployed an ESM platform based on SimpleOne. The solution connected tens of thousands of employees across the holding company and created a single service hub for requests to IT, facilities management, and related business units while automating corporate service processes.
In April 2026, EVRAZ Holding announced a tender for deployment of a specialized ITSM platform to manage software license inventories. The project is designed to automate specialized IT asset management tasks, highlighting the metallurgical industry's transition toward deeper localization of corporate processes on Russian software platforms.
Proven Maturity
The industrial sector's transition to Russian ITSM platforms demonstrates that these systems are ready for high-load enterprise environments. They support SLA oversight, centralized analytics, and production process management while matching the capabilities of foreign alternatives. The market is expected to continue expanding over the coming years, with its value projected to exceed 25 billion rubles (about $312 million) by 2030.
Experts expect future growth to be driven by the shift from traditional ITSM to enterprise service management, broader adoption of low-code and no-code technologies, and deeper integration of artificial intelligence into service management processes. Over the same period, the market is likely to undergo consolidation, with the largest Russian platforms strengthening their positions in major corporate and government projects.
