Corus Consulting inspected IT processes in Concept Group

On April 18, 2019 Corus Consulting Group announced project completion on inspection of IT processes in federal retail network Concept Group. Based on IT audit the complex technical specifications on implementation of the ITSM platform based on OTRS were developed.

Concept Group holding – one of the Russian companies in a segment women's, men's and a kidswear, numbering over 400 shops for April, 2019. For development of holding and improving competitiveness in the fashion-retail market the company management was focused on increase in operational efficiency and improvement of processes of work with requests which process customer services: technical support of IT, financial division, administrative, HR divisions, legal service, accounting and others.

For inspection of a status of IT infrastructure and a current status of IT processes the command of Corus Consulting was invited.

In a project deliverable specialists of integrator created a complex incident management process and service requests, elements of implementation of process of work with problems, a portfolio and the directory of IT services and also a matrix of services of the company with the detailed description about 70 cards of IT services.

CORUS Consulting developed technical specifications on implementation of an ITSM system on the OTRS platform which will allow to optimize considerably activity of the service Concept Group functions and operating costs and also will increase the SLA level. This document includes the detailed description of architecture and a procedure of work of technical support service for acceptance, processing and further work with addresses of users.

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

Having selected a way of step-by-step automation, processes of department of technical support of IT department as the most difficult and volume were taken as a basis of processes of management of support-functions of all company. Thus, were implemented priorities on transition to process work with requests of different services. It helped to liquidate works involving all hands in work of support of IT department and to increase performance. The regulation of processes allowed the company to manage better quality of provision of services and to systemically measure and improve parameters of their efficiency.

Inspection of an IT landscape on compliance to the advanced practicians and industry standards helps to ensure effective functioning of several business divisions that it is especially relevant for big retail network with a set of internal interactions as, for example, Concept Group company. The developed models is accurate problem definition for process automation based on OTRS which will allow to improve further in-band management and to increase quality of providing service. Alexander Popov, head of complex support of department of IT outsourcing of CORUS Consulting Group