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    German Retailer Edeka Installs New Service Management Software

    HAMBURG, Germany -- Supermarket and convenience store chain Edeka plans to install new IT service management software to support its 8,500 outlets and 220,000 staff.

    HAMBURG, Germany -- Supermarket and convenience store chain Edeka plans to install new IT service management software to support its 8,500 outlets and 220,000 staff.

    The retailer is deploying UK-based Axios Systems' assyst software at nine service desks throughout the country, including its headquarters here, to help IT staff support incident, configuration, and asset management issues.

    "We chose assyst because of its conformity with the IT Infrastructure Library [ITIL -- internationally accepted guidelines for best practice in IT service Management]," said Dirk Hoffmann, leader of the EDEKA group's IT services department. "The overall aim of introducing a common, ITIL-based tool throughout the Edeka group is to improve support services and IT service management. Upgrading our incident management system has already produced important benefits such as faster processing time and smoother working practices. We will also be taking advantage of further synergies by introducing inter-related ITIL processes."

    Edeka recently carried out trials of assyst in Hamburg and its wholesale center at Offenburg in South West Germany, and tested its use for convenience stores at its regional operation in North Bavaria, Saxony, and Thueringen.

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