Softline helped Baltika introduce the SimpleOne ITSM system

2023: Transition to ITSM SimpleOne

GC Softline (PJSC Softline"") acted as a partner Baltika Brewing Company in the transition to. the Russian SimpleOne ITSM system Softline announced this on October 25, 2023.

During import substitution at Baltika, it became necessary to replace the IT process automation system. Softline has already implemented and modernized the previous customer system - ServiceNow. Taking into account the positive work experience and deep expertise of specialists, Baltika again turned to Softline for expertise in implementation.

The main customer requirement for the ITSM system was the Russian origin of the solution and the preservation of all functionality of the previous product. Softline specialists have compiled a short list of systems suitable for the request, among which a solution from the SimpleOne vendor was chosen.

Baltika is a large brewing company with 8 factories in Russia, which is why heavy loads on Service Desk follow. The proposed solution works perfectly in such an environment, while quickly being configured and customized. For these reasons, the company opted for him.

In order to work out in practice critical requirements for the client, a pilot project was carried out. The Softline team deployed the system in test mode, after which the Baltika IT specialists were convinced that all their wishes were implemented on the basis of SimpleOne ITSM.

Next, Softline organized the implementation, which consisted of several stages. At the first, a survey of the previous system was carried out, a study of the current IT management practices applied by the customer.

At the second stage, the typical configuration of the SimpleOne solution was finalized in accordance with the technical assignment of Baltika. Incident management processes and a service catalog were implemented, a self-service portal and CMDB structure were set up, basic reference books and integration with other systems were developed. You have also created an instruction for system users.

At the final stage, the pilot operation of the SimpleOne ITSM solution was carried out, during which Baltika specialists were convinced of the correct operation of the implemented product and decided to put it into commercial operation. All work was done remotely and within the deadlines set by the customer thanks to the use of a large set of SimpleOne platform tools.

Softline has shown a good result, having completed the transition on time and almost seamlessly. The correct and high-quality work of the involved specialists made it possible to avoid downtime and bring the solution in line with all requirements. In the future, we plan to develop the system by adding new functionality for business users there. We also see prospects for adapting the solution to other IT-related processes, thanks to the wide functionality of the SimpleOne product, - said Maxim Kazantsev, head of the business service department of the IT Directorate of the Baltika brewing company.

We have been implementing ITSM systems for many years, and during this time we have developed a high level of expertise among Softline specialists, including certified ones. As part of this project, the Softline team became a "single window" for the customer, taking over communication with the vendor, support and improvement of the system in the future. Rapidly changing business processes within the client require operational actions to expand functionality and adapt the system to new realities, so we still have many interesting tasks ahead, "said Alexey Lykov, Head of ITSM at Softline.

SimpleOne ITSM is based on our own low-code platform, which makes it possible to implement complex and non-standard business requirements, opens the option of migrating from other systems without losing functionality. We are glad to see confirmation of this in the form of an excellent result of implementation in the Baltika brewing company, - said Sergey Chukanov, CEO of SimpleOne.