KORUS Consulting Group has completed a project to survey IT processes in the federal chain of stores Concept Group. Based on the results of the IT audit, a comprehensive technical task was developed for the implementation of the ITSM platform based on OTRS.

Holding Concept Group is one of the leading Russian companies in the segment of women's, men's and children's clothing, with over 400 stores. Today, the retailer is successfully developing a branded retail network of Concept Club, Acoola and Infinity Lingerie brands. The company uses a multi-brand and multi-channel business model, which ensures stable revenue growth. The company's head office is located in St. Petersburg, and the holding has more than 2 thousand employees.

In order to develop the holding and increase competitiveness in the fashion retail market, the company's management focused on increasing operational efficiency and improving the processes of working with applications processed by service services: IT technical support, financial department, administrative and economic, HR departments, legal service, accounting and others.

To survey the state of the IT infrastructure and the current state of IT processes, a qualified team of "CORUS Consulting" was invited, which has many years of experience in analyzing the mechanisms of IT work, including for retail business.

As a result of the project, the integrator's specialists created a comprehensive incident and service request management process, elements of the implementation of the problem management process, a portfolio and catalog of IT services, as well as a matrix of the company's services with a detailed description of about 70 IT service cards.

"KORUS Consulting" has developed a technical specification for the implementation of an ITSM system on the OTRS platform, which will significantly optimize the activities of the Concept Group's service functions and operating costs, as well as increase the SLA level. This document includes a detailed description of the architecture and procedures of the technical support service for receiving, processing and further work with user requests.

Within the framework of the project, business requirements from all service functions (IT support, accounting, construction service and others) were formalized Concept Group, taking into account the requirements of sales channels, for the further implementation of the OTRS platform.

Having chosen the path of step-by-step automation, the processes of the technical support department of the IT department as the most complex and voluminous were taken as the basis for the management processes of the support functions of the entire company. Thus, priority tasks were implemented for the transition to process work with requests from various services. This helped to eliminate the problems in the work of the IT department support and increase productivity. The regulation of processes allowed the company to better manage the quality of service provision and systematically measure and improve the parameters of their effectiveness.

Comments Alexander Popov, Head of the Integrated Support Department of the IT Outsourcing Department of the KORUS Consulting Group of Companies: A survey of the IT landscape for compliance with best practices and industry standards helps to ensure the effective operation of several business units, which is especially important for a large retail chain with many internal interactions, like, for example, the Concept Group company. The developed models are a clear statement of the task for automating processes based on OTRS, which will further improve internal management and improve the quality of service provision.

Photo: from open sources