ICL Services

IT Support for Store Renovation

In addition to maintaining IT equipment in 2,700 stores of the Customer, ICL Services also helps with the opening of new and renovation of existing stores.
In addition to maintaining IT equipment, the Customer also needed technical support for the opening and renovation of stores. This responsibility was also assumed by ICL Services.

The scope of work includes:

  • preparation of equipment at the Customer's warehouse;
  • exchange pool management;
  • installation, connection and configuration of peripheral cash registers, servers and workstations.

Key Challenges

  • Provide technical support for the IT infrastructure during the opening and renovation of the Customer's stores.
Solution

Implemented our solution

  1. The Customer creates a request for the opening or renovation of a store in its ITSM system. Then, the request goes to the Service Desk of ICL Services, where experts supplement, clarify and distribute it. A dispatcher assigns tasks to engineers and monitors the execution of the work order in the Snaryad ITSM system.

     Opening a store includes a full cycle of work from preparing equipment at the Customer's warehouse to installing and configuring it on site.

     Equipment supported by ICL Services experts in each store:

    • server equipment;
    • cash register equipment;
    • administrator workstations.
    During the renovation of stores, ICL Services experts dismantle the equipment, install it in accordance with the new plan and configure it. At the same time, all tasks can be solved literally overnight.

    Renovation of a store is a complex process that needs to be implemented in a short period of time and is accompanied by associated risks. ICL Services engineers are the last in a chain of related contractors, so they are very dependent on the results of the work of others. When related contractors do not have time or cannot get started, ICL Services helps get the job done and does everything possible to open the store on time.

    In addition to opening/renovating stores and handling incidents, engineers carry out planned maintenance at all sites, as well as perform other design work.

Products and technologies

    • Snaryad ITSM system
    • Naumen ITSM system
    • Itilium ITSM system

Results

  • ICL Services provides a reliable 24/7 service, helps the Customer fulfill the store opening plan and reduces equipment downtime.
  • ICL Services registers and processes about 1,200 requests per month, and 99.5% of requests are processed at the scheduled time.
  • Every month ICL Services implements about 100 store opening and renovation projects.
  • Also, in the near future the Customer plans to transfer to ICL Services the maintenance of the full range of IT equipment in stores throughout Russia.

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