The Service of Holding Center Trading House passed IT to Serena Service Manager

The implementation project of the Serena Service Manager system for automation of a support service of staff of Holding Center Trading House is complete.

Holding Center is one of the largest and successful retail chain stores in the Russian market. At the moment the company owns network of HTs department stores, network of PRET-A-PORTER monoshops, retail network of HTs, supermarket chain.

The geographically distributed retail network and offices imposes special requirements to infrastructure maintenance, business applications, users of the trading systems, the organization business of processes and, of course, IT of services.

Assuming existence in a new system at least of the same opportunities that are actively used now, the following requirements were formulated:

• First, the new solution essentially should allow to adapt, configure and expand basic functionality not only at a stage of preparation for implementation, but also in the course of commercial operation, and independently without involvement of consultants.
• Secondly, the solution should have the built-in means of calculation of metrics of quality of the rendered IT services to collect objective given for continuous improvement of activity.
• Thirdly, a system should be the simplest and convenient for end users – the staff of the serviced divisions to facilitate transition from the old systems and not to frighten off, and to involve employees to use new web services.

Ionin Alexey, the Director of the company of Softmart, the distributor of products of Serena company in Russia: "We managed to draw the attention of the management of Holding Center to advantages of the process approach at automation of IT of service and to prove existence of required qualities of the platform of business process management of Serena Business Manager (SBM), having developed a solution prototype in short terms."

The Holding Center company made the choice for benefit of the ready certified ITIL v. 3 solutions Serena Service Manager, working at the platform (SBM). SSM includes incident management modules, Problems, Changes, Base of configuration elements, the Knowledge base. It is integrated with Microsoft System Center. Serena Request Center is the add-on module of formation of uniform access point to the Directory of services. The solution easily extends other processes and adapts to new requirements at the expense of the visual editor of processes of SBM.