Since 2019, our customer, a cosmetics retailer with foreign capital, has outsourced the IT support functions of 50 chain stores and the company's central office to VERNA team — the only service provider. At the moment, the specialists of VER IT services in all stores of the network in Ukraine and actually perform the work of the entire IT department for the customer.
At the beginning of our cooperation in 2019, we conducted an audit of the customer's IT infrastructure, performed a full passporting of services and equipment.
We have compiled a catalog of services and services necessary for high-quality maintenance of the IT infrastructure of boutiques and office. We allocated a team of specialists in system and network administration, application support, equipment, a first-line support team and assigned a single project manager to the customer, who has been leading the company for the fourth year.
In the area of responsibility of VERNA, the customer transferred services to support network and server physical and virtual infrastructure:
• software
• 1C administration
• data backup and recovery control
• support of workstations and computer peripherals, office equipment
• rights management and network access control
• Antivirus protection
VERNA, within the framework of the current contract, provides technical support and consults store and office staff. In 2021 alone, we processed 2800 requests from users of varying complexity.
The service takes place using best practices from the ITIL/ITSM methodology. All service requests come from VERNA users through a single entry point — Service Desk.
The customer receives a monthly report on the level of services provided for comparison with SLA and analysis of the quality of work. Every week we hold meetings with the customer about the quality of services and discuss possible changes and modernization of the IT infrastructure.
For five years of joint work, we were able to optimize IT costs, increase the stability of applications and services, establish a clear IT work schedule.
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