[manageengine]itsm application in retail industry

The retail industry lags behind in terms of digital maturity and technical support .

ICT The digital wave caused by the fundamental transformation of the field has not affected the retail industry as fast as other fields , But now this is no longer the case ,Gartner forecast ,2022 year , Global retail IT Total expenditure will reach 2250 Billion dollars . As e-commerce giants have penetrated into the retail market , Traditional entity enterprises began to gradually expand their technological infrastructure .

Retailers around the world are also investing heavily in digital capabilities , To meet rapidly changing customer expectations , To survive in the fierce industry competition . Besides , Artificial intelligence 、 The rise of new technologies such as machine learning , It has also become the core competitiveness of the retail industry to provide users with personalized shopping experience .

The core of this digital transformation is the retail industry IT department , Their task is to ensure that key businesses are available 24 / 7 , Behind these key businesses will be a wider range of applications 、 Hardware combination . In the absence of ITSM Tools Be able to cover IT Supported by retail operations , Retailers are effectively managing their IT Infrastructure will face “ A hard battle ”.

Fire fighting maintenance for retail business failures

The business network of retail enterprises is usually composed of servers 、 sales office （POS） Terminals and others IT A complex network of assets , once POS There is an availability failure event on the terminal or e-commerce website , Enterprises will face sustained revenue loss .

Besides , Enterprise servers also store a large number of consumer data that recommend personalized consumption , These data are in the eyes of criminals “ Sweet steamed bun ”, It is easy to be leaked due to security vulnerabilities or unauthorized use , As a result, enterprises face relevant data protection laws 、 The penalties of the act . If there is no proactive event management strategy , The retail business will face uncontrollable risks , After all, nowadays all kinds of POS Terminals and online trading platforms , It has become the mainstay of online and offline physical stores .

Massive asset management

Nowadays, the development of retail industry is no longer limited to physical stores , on-line 、 Multi channel development of offline channels , So that its business is no longer limited to specific regions , Followed by a huge network system supporting business , And all kinds of equipment assets , For example, handheld devices , Including handheld devices for scanning bar codes 、 A smart phone 、 Flat panel equipment , Used to process payments POS terminal , Router for data transmission 、 Modem, etc .

IT The department needs to ensure the best performance of these devices , At the same time, pay close attention to risks 、 cost 、 Budget and forecast equipment procurement . No good ITAM Strategy , It will be difficult for retailers to track the life cycle of these assets , From purchase to scrap . This leads to inefficient asset utilization 、 Higher maintenance costs , At the same time, it will also face legal and security risks .

Cross franchise IT project management

In addition to e-commerce portal , Large retail enterprises have many physical stores in various regions . under these circumstances , Due to collaboration and communication mistakes , Extremely easy to cause “ shadow ”IT project . Effective ITSM Solution , It can help retailers launch changes and carry out IT project , Without losing track of dependencies , So as to ensure a unified IT Basics , To simplify the management .

Efficient delivery of enterprise services

Supporting retail business is not only IT, In addition, there are facilities 、 Salary payment 、 financial 、 Human resources and so on . These enterprise departments promote the development of retail business in all aspects , For example, manage the warehouse 、 Replenish stock 、 Organize retail labor . However, most retailers are still using different channels and tools to manage these jobs , This may lead to increased costs , And the difficulty of coordination between teams .

Overcoming the impact of the epidemic

COVID-19 is still affecting all walks of life , Among them, the retail industry bears the brunt . After social suspension 、 Intermittent opening , Enterprises are facing major survival challenges , This has further promoted the development of digital trading . Contactless trading , Online office , Ensure the safety of consumers and employees , The mainstream . Support this “ Not face to face ” Transactions , Make enterprise IT The Department feels challenged .

Technology has now become a key differentiator in retail competition , It can provide a customer-centric experience , This is the core of consumer loyalty and retail success . However , The complexity of retail operations also means IT The service desk needs to deal with many tasks , For example, solve the event 、 Manage assets 、 Implement changes and track IT project .

ITSM Chinese people 、 The integration of process and technology is crucial for organizations that want to have core competitiveness . Use traditional tools or methods to manage IT And other functions of retail enterprises in the information-based competition , Will inevitably be at a disadvantage , Adopt robust 、 Scalable and compliant ITSM Best practice ITSM Tools can help them improve their competitiveness .

ServiceDesk Plus

ServiceDesk Plus With a series of ITSM function , Enable retail organizations to integrate industry standard best practices into their daily ITSM In operation , Improve operational efficiency 、 Enhance the customer experience .

Event management ： Reduce fire fighting work , Ensure high availability of retail business

Active event management method with deep integration and Intelligent Automation , Use out of the box ITSM Function implementation industry best practices .

take T The alarm of the monitoring tool is automatically converted to ServiceDesk Plus Event work order in ;

Use business rules to automate every process in the event lifecycle , Bill from 、 Assign to close ;

Use automatic notification rules to simplify communication between technicians and users ;

By providing SLA Configure a clear upgrade path , Ensure that the fault is solved in time .

Asset management ： Manage IT He Fei IT infrastructure

Understand your IT assets , Establish license compliance , Prepare for the audit . Keep abreast of asset changes and detect unauthorized use .