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Managing IT in Penny Market (REWE Group)

Penny’s IT infrastructure is extensive. It covers 345 stores, 800 end stations and 1500 users who generate plenty of service and support requests. Without a functioning set of records, it was hard to comply with defined SLAs and, at times, some requests did not get addressed, which led to delays and unnecessary problems. The IT department Management went looking for some way to secure the resolution of all requests, while complying with SLA.

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