(DECEMBER 10, 2009) Russian supermarket chain Kopeyka has gone live with the second phase of its implementation of Axios Systems’s Assyst IT service management solution.
Kopeyka implemented Assyst to manage services provided by different divisions of the company. All IT and non-IT assets are now fed into a federated configuration management database (CMDB). Assyst is a Windows-based system and deploys Microsoft SQL Server as its CMBD layer.
The system is being used to run a wide range of business processes, including management of customer requests, 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.
Prior to Assyst, Kopeyka used a different platform for incident management and some elements of problem management. In 2007, the group attempted to automate business services with the same platform but quickly realised the functionality was not sufficient.
As a result of the first implementation phase, which took only three weeks, the sales department acquired a new tool to control customer feedback. Assyst also now enables Kopeyka’s quality control department directly to 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 shops. The cost of each maintenance and support activity is now logged in the system. As a result, facilities has a comprehensive overview of problems for each type of equipment. The system also allows the monitoring of 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.
The next project phase, in 2010, will include the ability for marketing to manage internal business processes on the basis of feedback from 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.
CIO Alexander Artiukhov said: “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 out-of-the-box 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 favour of Assyst was that the solution is fully ITIL-aligned and is built around a federated CMDB.”