Noventiq Company provides technical support based on the ServiceNow service to the Carlsberg Group IT service management platform in the Eastern Europe region.
Background
Baltika Breweries, a part of the Carlsberg Group, is a major consumer goods producer in Russia and since 1996 it has been No. 1 at the Russian beer market. The Company represents a major part of the Carlsberg Group and its Eastern Europe region that also includes Azerbaijan, Belarus and Kazakhstan.
To handle client requests delivered to the Eastern Europe region hotline, Baltika Breweries, a part of the Carlsberg Group, has been using SystemNow, an IT service management automation system. Noventiq Company provided implementation and technical support of the system. To automate request processing, the ServiceDesk model capabilities were applied, such as registration portal, automatic request priority setting, redirection and assignment, as well as monitoring the request handling terms. As the business was growing, the client needed to expand the platform capabilities.
Solution
The Noventiq specialists configured the ServiceNow modules in accordance with the client requirements. As a result, the IT department received access to this service. Logistics, planning, and customer service departments were the next to get it. Following implementation, technical support and system development are still managed by Noventiq.
Result
Users have access to the dedicated request acceptance channel via Help Desk, email, and by phone. The executives in the Eastern Europe region have access to request handling reports with statistics on response and resolution terms.
“ServiceNow platform development marks yet another step to formulating a service-based approach to address business objectives at our facilities and towards an efficient management of key processes at the company-wide scale”.
"We have received an IT infrastructure management tool that allows not only to control the state of IT services, but, in addition quickly makes necessary changes. It is very important for us to provide remote consulting on technical support requests within the shortest terms. Local mobile device management is another important product benefit: it simplifies maintenance using the tools built into device operating systems".
"Migrating the bulk of IT services into the cloud allowed preserving good working order of the infrastructure during the reorganization, ensuring interactions of the company's business units and functioning of the ERP system, and cutting its maintenance costs".
“As a result of effective interaction with our IT-specialists short terms of equipment supply was guaranteed, which enabled to equip the hotel before its opening and provide the personnel, guests of the hotel, restaurant and bar, as well as partners, holding meetings at our conference-platforms, with modern equipment from reliable manufacturers”.
"Upon completion of the project, our experts were able to administer IT services independently from their Vietnamese colleagues. Noventiq specialists ensured the smooth interaction of all components, which allowed us to optimize the costs of maintaining the IT infrastructure performance, simplify administering processes and ensure prompt access to the necessary data".
"With IoT, the devices expose the local network, then security counts so that the user is not afraid to connect the machines. Our migration to Windows 10 added value when it came to more efficient graphics and too when talking about security. Furthermore, the 10-year warranty of the system given by Microsoft is the certainty of market longevity".
"The information provided by the specialists of Noventiq, allow us managing the licenses in Microsoft software efficiently. The recommendations given as a result of the inspection following the method SAM CyberSecurity, shall help us to improve the information security assurance for IT-resources".
“The software assets inventory performed by Noventiq specialists has enabled us to determine the number of software licenses actually used, to assess the current license compliance and to get recommendations on optimization of our corporate IT infrastructure. In the future, every business unit will be able to purchase software solutions that meet its unique needs under MPSA. Information on all software purchases in the company will be available from the system administrator’s personal area”.
"Two factors contributed to the success of the project. First, deep involvement of business customers of this solution - the employees of the financial department. Second, a true expertise of colleagues from Noventiq in budgeting, which helped them communicate with the customer in the same language. Due to using the MCaaS model, the employees of the IT department can focus on specific business tasks without wasting time on administering the basic IT infrastructure".