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Proactively Branding IT As a Strategic Business Partner Ensure Transparent IT Costs

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Proactively Branding IT As a Strategic Business Partner Ensure Transparent IT Costs Customer Case Study | SERVICE IMPROVEMENT The customer in numbers 1907 founded 2nd Largest food retailer in Canada 125,000 employees 928 communities served 1,500+ Proactively branding IT stores across Canada 380+ as a strategic business partner retail fuel locations The Vision Challenge Sobeys Inc. serves the food shopping needs of Canadians with approximately 1,500 stores in all 10 provinces Harmonize processes, regulate IT costs and as well as more than 380 retail fuel locations. Their five core retail food formats are designed to ensure replace fragmented ITSM tool with a more that they have the right offering in the right sized stores, for each individual market served from full service efficient solution, generating greater ROI. format to a convenience format, each tailored to satisfy the unique occasion-based food shopping needs of customers. Solution In 2015, Sobeys set out to rebuild their IT Organization with the following key initiatives in mind: Develop multi-year program, aligning French Developing successful internal and vendor relationships in order to build collaborative partnerships and English service desks and defining process goals, policies and KPIs. Proactively Ensuring IT-related costs are transparent and predictable brand IT as a strategic business partner and Proactively branding IT as a strategic business partner ensure transparent IT costs. A key component to rebuilding was the IT Service Management foundation, including both processes and the Results supporting toolset, enabling the IT team to achieve new successes. By harmonizing processes and tools, they were able to achieve their ITSM vision. Incident resolution targets within SLAs met and exceeded: ▪ 23% increase in resolution within SLA on To be a leader in IT Service Management, enabling the power of business-focused IT solutions that Critical Priority Incidents. contribute to the Sobeys Strategy ▪ 13.3% increase in monthly incident resolution at FPOC. ▪ Volume of incidents decreased by 4.3% The Solution - why assyst? throughout company. "The assyst ITSM tool closely aligns with The reasons for choosing assyst and Axios Systems as a partner were, and continue to be, clear for Sobeys. our organizational goals and the cultural Axios is a company who is well-positioned in the market, with sufficient backing in order to continue to be fit between Sobeys and Axios has helped successful. The assyst solution covers all ITIL® processes and there is a deep sense of customer focus, us build a solid relationship. The sales driven home by the fact that the customers own the product roadmap. and service approach from the Axios team has been genuine from day one. There’s a From a delivery perspective, SaaS is the preferred model for Sobeys and Axios was able to clearly define and real partnership between our teams where live up to high standards of availability, recovery time and point objectives. The Axios licensing model is clear, Axios has become a delivery partner who concise and easy to understand. adds value to our organization.” Sobeys required a solution that was efficient, so IT could provide value to the business. was the best assyst Alain Tremblay, Director, IT Service tool in the market as it aligned with the current and future requirements of Sobeys IT. Center at Sobeys, Inc. Proactively branding IT as a strategic business partner Project Sobeys immediately understood that implementing all ITIL® processes wasn’t practical in the medium-term, but prioritization based on organizational values was essential. The strategic intent was then transcribed The ITSM Program is now branded into a roadmap, which took the over-arching strategy to a more practical level. Finally, a program charter as ‘SHIFT’, which is part of a bigger was developed. movement in IT, referred to as ‘E5’ or “Excellence 5”. The program roadmap #1 Strategy #2 Process #3 Technology #4 Organizational Change Enablement Management 5 Training The processes delivered in the roadmap were mapped as follows: E Incident ServiceEN Strategy Process • Enabling a Service portfolio Measurements goals • Defining How IT delivers value Service Design Service Catalog Management, Service Level Management • Helping drive Innovation Change Management, Service Asset & Configuration Management, • Focusing on what the Service Transition Release & Deployment Management, Knowledge Management Policies business needs to suceed Service Operation ProcessEvent Management,flow Incident Management, Request Fulfilment, Problem Management • Tansforming our capabilities (E5) Continuous Service Service Measurement, Service Reporting FR Effectiveness Categorization In Servicethe first Catalog year of the multi-year rop gram,Incident the firstschemas two processes delivered were Incident Management and We are doing the right thing Service Catalog. InT rainingparallel, focus was alsomodel placed on aligning the French and English language IT Service Efficiency Desks, which previously acted as separate entities. We are doing it the right way A collaborative approach to developing Explorability Training new processes was tested in EN Incident the development of the Incident We have looked at different options Management process. All teams EN Process Engagement goals Measurements involved in Incident Management worked together to define process We understand what is required goals, policies, measurements (Critical Enthusiasm Policies Success Factors, KPIs and Metrics), Process flow a new process flow, categorization We are motivated to get things done FR schemas and the Incident prioritization FR model. With the recipe tested and Categorization proved to be working, the team took the Service Catalog Incident schemas model same approach in the development of Training the Service Catalog. Both processes followed the same training format. Due to the large geographical footprint, web-based training modules were created and shared with the teams across the country, and the assyst tool was then seamlessly rolled out. Increase in resolution Results within SLA on Critical % Priority Incidents 23 % Decrease 90 in aged H a ig c d t incidents Increase in resolution h h e e P iev rg Decrease ri % a within SLA on High ority: 90 T 3 days in incident Priority Incidents volume % Increase in resolution 14 % within SLA on Medium % % 20 Priority Incidents % 78 4.6 % M 13.3 92 t e a d e d c g iu h e r m iev a % T Prior : 90 ity Increased monthly resolution, Increase in incident resolutions Targets Decrease in incidents at first point of contact Increase in resolution The Future within SLA on Critical % Priority Incidents Over the next few months, Sobeys will be23 rolling out Request Fulfillment “These% results are theDecrease fruit of the hard labor that the excellent team at 09/07 CS SOBEYS v1 .0 90Sobeys have been ablein aged to accomplish in conjunction with the knowledge & Self-Service, along with Change Management. They will then focus on H a ig c d t incidents Increase in resolution h andh expertisee e of the Axios professional services team, coupled with the Event Management, Problem Management, Service Level Management P iev rg Decrease ri % a and Knowledgewithin SLA on Management. High assyst will also be rolled out to other areas rightority: 90 ITSM T tool in assyst. 3 days The strategicin incident decisions made thus far and the Priority Incidents of the business, such as Human Resources and the Business Contact investments made in people andvolume technology are really paying off”. Centers, to maximize the benefits for the organization. % Increase in resolution Alain Tremblay, Director, IT Service Center at Sobeys, Inc. 14 % within SLA on Medium % % 20 Priority Incidents % 78 4.6 % M 13.3 92 t e a d e d c g Axios Systems is committed to innovation by providingiu h rapide deploymentr of SaaS and m iev a % T linkedin.com/company/axios-systems on-premise service management software. With a globalPrior : 9 0client base in mind, Axios’s ity Increased monthly resolution, enterprise software, assyst, is an out-of-the-box solution designed to transform IT Increase in incident resolutions Targets Decrease in incidents at first point of contact departments from technology-focused cost centers into profitable, business-focused @Axios_Systems customer service teams. www.axiossystems.com blog.axiossystems.com.
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