Industry: Retail
Product:
Micro Focus SMAX
Outcomes
+ Implemented enterprise service management across central IT, HR and Bank in Google Cloud
+ Reduced TCO and improved scalability even while extending services and users
Challenge
Reduce TCO and streamline processes by consolidating disparate IT departments, and convergence and process alignment to improve management of IT and non-IT service.
The team leading this charge was the ITSM and Enterprise Service Management Process and Tools Department. The department manager explains what was involved in this mammoth effort: “We needed to merge all our processes, such as how incidents, access requests, and change requests are managed. Once all processes were mapped, we then needed to build it into our new solution, and plan a training schedule for users, including our HR and banking colleagues who wanted to take advantage of the new environment. In parallel, we had been investigating solution options. We have a rich history with Micro Focus and were excited to see the capabilities of Micro Focus SMAX, in particular the opportunity to deploy this in Google Cloud, our chosen environment, with native Kubernetes.”
Details
About Multi-National Retail Organization
With a global presence of over 12,000 physical stores, welcoming over 13 million customers every day, the organization is working towards being the next global food e-commerce leader. To realize this plan, internal IT systems and processes needed to be streamlined including an array of disparate IT service management (ITSM) tools used by IT teams in various countries. As a first step, all IT departments were merged to make better use of resources and to create a home for a new, centralized Enterprise Service Management (ESM) solution.
Managing over 50,000 Tickets Each Month
Cloud experts and the customer’s operations team with Kubernetes skills worked very closely with Micro Focus to design the new SMAX-based ESM infrastructure. Deployment was uncomplicated and the customer was able to roll out the new system in only a matter of days. The enterprise service management solution is in use across three areas of the business: central IT, HR and an affiliated bank – each with their own SMAX tenant.
Central IT manages ITSM across the organization, using key modules including request, incident, problem, change, and configuration management with 3,000 service desk agents resolving L1 and L2 incidents. The single SMAX portal is accessible to all employees and gives them a modern user experience. The customer configured the service catalog based on employee roles, entitlements, and department, so users can quickly find what they need among 1,000 offerings. This has led to a faster time to resolution and improved end-user autonomy and satisfaction. Central IT has curated 5,000 knowledge articles to help all employees, including the IT staff, and it has a significant positive impact on agent workload and efficiency, and service quality.
“Moving from several ITSM solutions and implementing SMAX has reduced our TCO drastically across infrastructure, maintenance, and teams – even with expanding into non-IT use cases. It is very reliable and scalable; we have the freedom to create more workflows or onboard additional users faster and with less effort.”
DEPARTMENT MANAGER
Multi-national retail organization
