About the Customer
Sobeys Inc. serves the food shopping needs of Canadians with approximately 1,500 stores in all 10 provinces as well as more than 380 retail fuel locations. Their five core retail food formats are designed to ensure that they have the right offering in the right sized stores, for each individual market served from full service format to a convenience format, each tailored to satisfy the unique occasion-based food shopping needs of customers.
Scope and Challenges
The reasons for choosing Assyst and Axios Systems as a partner were, and continue to be, clear for Sobeys. The Assyst solution covers all ITIL® processes and there is a deep sense of customer focus, driven home by the fact that the customers own the product roadmap.
From a delivery perspective, SaaS is the preferred model for Sobeys and Axios was able to clearly define and live up to high standards of availability, recovery time and point objectives. Sobeys required a solution that was efficient, so IT could provide value to the business. Sobeys IT believe that Assyst it the best tool in the market as it aligned for there currently and future requirements.
Outcome and Implications
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 into a roadmap, which took the over-arching strategy to a more practical level. In the first year of the multi-year program, the first two processes delivered were Incident Management and Service Catalog. In parallel, the focus was also placed on aligning the French and English language IT Service Desks, which previously acted as separate entities.
A collaborative approach to developing new processes was tested in the development of the Incident Management process. All teams involved in Incident Management worked together to define process goals, policies, measurements (Critical Success Factors, KPIs and Metrics), a new process flow, categorization schemas and the Incident prioritization model. With the recipe tested and proved to be working, the team took the same approach in the development of the Service Catalog.
Sobeys will be rolling out Request Fulfillment & Self-Service, along with Change Management. They will then focus on Event Management, Problem Management, Service Level Management and Knowledge Management. Assyst will also be rolled out to other areas of the business, such as Human Resources and the Business Contact Centers, to maximize the benefits for the organization.
“These results are the fruit of the hard labor that the excellent team at Sobeys have been able to accomplish in conjunction with the knowledge and expertise of the Axios professional services team, coupled with the right ITSM tool in assyst. The strategic decisions made thus far and the investments made in people and technology are really paying off”. - said Alain Tremblay, Director, IT Service Center at Sobeys, Inc.
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