Vitana, a.s. is a company engaged in the production of food assortment, whose main production is located in Byšice in the Mělník region. Originally a Prague company Graf, spol. s.r.o. was established in 1919. Since 1992 it has been registered as Vitana, a.s., later it became an independent division of the Norwegian multinational concern Rieber & Son, since 2013 the company has been taken over by the Norwegian holding Orkla.
Default situation
Vitana originally provided ICT support on a global level. After organizational changes, however, responsibility passes to the local IT team. This created the customer's need to expand the IT team, but also to ensure and take over the management of the infrastructure for all branches in the Czech and Slovak Republics.
TOTAL SERVICE solution
At the beginning of our cooperation, it was important for us to set up the right responsibility between the local IT customer and the TOTAL SERVICE team. During the transitional period, there were changes in priorities due to the takeover of supervision and infrastructure management from a foreign outsourcing company. To minimize the risk of infrastructure outages, we began implementing monitoring for all important elements of the network, including its audit and the creation of documentation. The next step was to create a backup procedure and manage onsite and cloud backups. This was followed by the integration of a helpdesk tool to unify the database of service requests and incidents, including Service Desk services to provide remote support. The mutual benefit was the strengthening of the customer's onsite team with our technicians and the establishment of close cooperation with individual members of the local IT team. This relationship is valuable for us in the daily support of users and in solving larger projects to replace the overall infrastructure.
