Case Study

Comprehensive infrastructure and security assessment for efficient business operations and expansion

By implementing the FitSM based approach, OMV Polska improved their process maturity level, leading to significant improvements in service quality, efficiency, and cost savings.

OMV Polska (Member of VECAR Group) is a leader in the intralogistics and material-handling sectors, providing clients with forklifts, industrial shelving, and consulting services. The company has been active in Poland since 2005.

OMV Polska was looking for a partner to expand and unify IT infrastructure and networks across multiple offices and branches.

Challenges

Expanding the scope

Our client wanted to improve response time end-users’ requirements and efficiently implement necessary infrastructure changes to align with their business strategy. Therefore, client was searching for a partner with whom they could discuss their support needs.

In the initial discussions, we recognized the need to approach the topic more broadly and take the approach of IT maturity level process, taking into account the comprehensive areas of security and infrastructure flexibility that would accommodate the company’s development needs and strategic plans.

Solution

FitSM - guidance for the implementation and management of IT service management processes

Cloudica suggested OMV Polska to improve their IT process maturity level by implementing the FitSM like approach. FitSM is a lightweight
IT service management framework that provides guidance for the implementation and management of IT service management processes.
The approach is specifically designed for small and medium-sized IT organizations that want to improve their IT service management practices
in a flexible and agile way. 

The project involved the implementation of core IT service management processes, including incident management, problem management, change management, service level management, and service asset and configuration management.  

The project was split into three phases: assessment, design, and implementation. 

Phase 1

Assessment Phase

In the assessment phase, Cloudica conducted a review of OMV’s Polska existing IT service management practices to identify areas for improvement.
The assessment revealed that OMV’s Polska IT service management practices were at the basic level, with little to no formal processes in place.

Phase 2

Design Phase 

In the design phase, Cloudica worked with OMV Polska to design and develop processes that were tailored to the company’s specific needs. This involved creating process workflows, defining roles and responsibilities, and developing documentation to support the implementation of the processes. Cloudica also provided training to OMV’s Polska staff on the new processes.

Phase 3

Implementation Phase 

In the implementation phase, Cloudica worked with OMV to implement the new processes. This involved SPOC tool to support the processes, integrating the processes into OMV’s IT systems, and conducting a test to validate the effectiveness of the new processes. Cloudica also provided ongoing support to OMV to ensure that the new processes were successfully implemented and adopted by the organization. 

Results

Successful implementation of FitSM approach improves process maturity and yields positive results.

After the successful implementation of the FitSM approach, OMV improved its process maturity level significantly.  This resulted in better service quality, increased efficiency, and improved customer satisfaction. OMV also achieved cost savings through optimizing their IT service management practices. 

Level 0: Unware

There is no awareness of the task at hand.

Level 1: Ad-hoc

There is awareness of a task but it is uncontrolled.

Level 2: Repeatable

Tasks are repeatable but not formally defined. 

Level 3: Defined

Tasks are well defined and outputs are complete, both are connected to documented responsibilities 

Conclusion

By implementing the FitSM based approach, OMV Polska improved their process maturity level, leading to significant improvements in service quality, efficiency, and cost savings. The project’s success highlights the importance of formal IT service management processes in place and the benefits that can be achieved through their effective implementation.

Future

Unlocking new business opportunities

The implementation of a comprehensive cybersecurity, infrastructure, and endpoint management services has proven to be a highly successful approach for our company. We managed to reach strategic goals of enhancing security posture, minimize risk, and improve operational efficiency. Company was also finally ready to fully cooperate with international branches according to global standards.

Klaudiusz Ziemniecki, CEO at OMV

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Once the above questions have been answered, a disaster recovery and backup readiness index can be calculated based on the following scale: 

  • Level 1: Inadequate – The organization has significant gaps in its disaster recovery and backup posture.  
  • Level 2: Developing – The organization has some disaster recovery and backup processes in place, but significant improvements are needed.  
  • Level 3: Mature – The organization has a mature disaster recovery and backup posture, but there is room for improvement.  
  • Level 4: Robust – The organization has a strong disaster recovery and backup posture and is well-prepared to address potential disruptions.  
  • Level 5: Exceptional – The organization has a comprehensive and mature approach to disaster recovery and backup. 

The disaster recovery and backup readiness index can be calculated by assigning a score of 1-5 to each question based on the level of readiness demonstrated. The scores are then averaged across all questions in each category to determine the readiness level for that category. The overall disaster recovery and backup readiness index is calculated by averaging the readiness levels across all categories. 

Level 1: Basic
You have minimal cybersecurity processes in place and face a high risk of cyberattacks. Immediate attention and significant improvements are necessary to enhance your security posture.

Level 2: Developing
You have some cybersecurity processes in place but require substantial improvements to reach a mature state. You should focus on strengthening your policies, procedures, and security controls.

Level 3: Mature
You have a solid cybersecurity posture, but there is still room for improvement. You should continue enhancing your processes, monitoring capabilities, and incident response practices.

Level 4: Advanced
You have a strong cybersecurity posture and are well-prepared to address potential threats. However, you should remain proactive and stay abreast of emerging threats and technologies to maintain your advanced level of security.

Level 5: Leading
You have a comprehensive and mature approach to cybersecurity. You are a leader in cybersecurity best practices and continually innovate to stay ahead of evolving threats.

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