Kopeyka Manages Business Processes with ITSM Solution Assyst by Axios Systems
“ITSM solution assyst is a system for the business, not just for IT” Kopeyka says
Kopeyka has developed an advanced approach to ITSM whereby processes have been created to manage business critical services outside IT. The ability to do this was requested by multiple divisions in the company including Marketing, Sales, Facilities, Quality Control and Finance. For each of these divisions, ITIL processes have been adopted and adapted to the particular requirements of the business and synchronized with the functionality of assyst.
At each stage of the project, a separate process has been implemented to tackle a specific business requirement. The respective business customer was actively involved in the implementation, from scoping and development of the technical aspects to final testing and golive.
The following business service processes have been implemented with the assyst solution by Axios Systems: management of customer requests and facilities (for the supermarkets, management of costs, etc), as well as IT processes, including Incident, Problem, Change and Release Management. In addition, several business processes have also been incorporated, in particular, IT support for the opening of new supermarkets.
A comprehensive reporting system was developed to support management decisions such as budgeting and investments.
Prior to assyst, another platform was used by Kopeyka for Incident Management and some elements of Problem Management. In 2007, an attempt was made to automate business services with the same platform but it quickly became clear that the functionality was not sufficient to fit the requirements set by the business. Moreover, maintaining and developing the existing solution was seen as more expensive than implementing a new system with more flexible functionality. After extensive research, assyst by Axios Systems was chosen as the most flexible and configurable platform with the lowest total cost of ownership.
As a result of the first implementation phase, which only took 3 weeks, the Sales Department gained a flexible tool with which they could control customer feedback. assyst also now enables the Quality Control Department to directly register all complaints regarding the goods purchased in the supermarkets and quality of service in the shops. The system manages feedback to the customer and the necessary steps taken to correct the situation. This has helped the company to increase customer loyalty.
During the second implementation phase, the Facilities Department developed a system to manage requests from the shops. The cost of each maintenance and support activity is now logged in the system. As a result, Facilities have a comprehensive overview of problems for each type of equipment. The system also allows them to monitor the performance of all parties involved in carrying out maintenance - internal as well as outsourcers. This information is used by the Finance Department for budgeting and as the basis for making decisions about purchasing new equipment.
A single federated CMDB is currently being implemented to obtain a consolidated view of all non-IT assets located in more then 500 supermarkets in over 200 towns and cities throughout Russia. In addition, integrating assyst with a Business Intelligence solution that has been used at Kopeyka for some time, has enabled them to create a comprehensive reporting system which is used to monitor KPIs for the Service Desk on a weekly basis.
Several business processes have now been standardized with assyst, including IT support for the opening of new shops. Multilevel workflows have been developed which automatically request approvals from the relevant teams with associated timescales and budgets. The workflow also gives control over project timings in accordance with the corresponding SLAs.
The next project phase in 2010 will include the ability for Marketing to manage internal business processes on the basis of feedback from the shops. This will be implemented in assyst through Change Management functionality: the supermarkets will be able to send requests, such as modifications to the product range or improvements of the purchase processes.
Alexander Artiukhov, CIO at Kopeyka, explained his choice of the ITSM platform assyst by Axios Systems: "By choosing assyst, we did not have to employ a costly team of developers, who would be dedicated to solely maintaining the Service Desk tool, and we did not have to involve external integrators. These were important drivers for us to look for an outofthebox solution. We are a large grocery retailer in the discount sector, which means costs are important to us - not only implementation costs, but the overall cost of ownership. Another important factor in favor of assyst was that the solution is fully ITILaligned and is built around a federated CMDB.
Maturity of the product was another key point - assyst has benefited from more than 20 years of development and investment. In addition, assyst has already been successfully implemented into other retail organizations in Russia. We realized that the platform had to support a fullyfunctioning web interface, with the possibility of integration with the Business Intelligence system which has been in use at our company for quite some time. The flexibility and integration capabilities of assyst allowed us to do that seamlessly. We have been working with the assyst solution by Axios Systems for almost a year now, and based on our experience - it is a very easy system for us to work with".
The trade house KOPEYKA is one of the leading discount grocery retailers in Russia. The first supermarket was opened in Moscow in 1998 to compete with such successful retailers as ALDI and LIDL. Today, the chain has 582 shops in 194 cities of Russia.
In 2006 the company founded 7 regional offices in 25 regions of Russia, which is home to 34% of the overall population of the Russian Federation and in which 44% of the total retail groceries turnover is achieved.
Axios Systems GmbH
Axios Systems is a leading provider of IT Service Management (ITSM) solutions. Its customercentric approach, combined with its awardwinning software, enables customers to improve their Service Delivery and Support and deliver Continual Service Improvement (CSI) by helping to align and realign IT services to changing business needs, supporting business processes and improving productivity.
Benefiting from more than 20 years of development and investment around Best Practice principles, Axios Systems' core solution, assyst, built around its marketleading Configuration Management Database (CMDB), intuitively steers users through the ITIL (Information Technology Infrastructure Library) processes which help organizations transition toward the next generation of ITSM and Service Desks. assyst offers a unique lifecycle approach to ITSM with the integration of all ITIL processes (including Incident, Capacity, Problem, Change, Asset, Configuration and Service Level Management), twelve of which have been verified by Pink Elephant's PinkVERIFY service as compatible with industry Best Practices (based on ITIL V3), in a fully integrated, outofthebox application. It empowers management with a dashboardbased transparent view of realtime performance against Service Level Agreements (SLA) and Operations Level Agreements (OLA).
Axios is headquartered in the UK, with offices across Europe, the Americas, Middle East and Asia Pacific. Axios' global presence is further strengthened with a worldwide network of partners. For more information, visit: www.axiossystems.com.
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