How Service Desk Automation and Server Management introduced by Xautomata increased efficiency and enabled high-value activities
The Client
The project involved the Italian branch of a well-known international fast food chain managing approximately 700 restaurants, with a growth rate exceeding 5% annually.
The Italian branch’s restaurants are operated through franchises, employing around 35,000 people in total. Each restaurant handles both direct in-store sales and other services such as Drive-thru, Café, and Delivery.
In each restaurant, 40 IT systems operate simultaneously, which need to be managed and monitored to ensure service continuity without compromising the customer experience, which must be smooth, fast, and efficient, in line with the company’s business model.
The Scenario
- Windows Oriented Environment: the IT infrastructure of each restaurant is entirely based on the Windows Operating System.
- Centralized and Agentless System: to facilitate scalability, avoid incompatibilities with corporate requirements, and ensure a high level of security, an agentless approach based on Microsoft’s WMI technology was chosen. The control and governance infrastructure is centralized in the data center.
- Automation Scheduling: each outlet may have hours conditioned by local activities. The automation system integrates a scheduling system that respects the operational activities of the restaurants.
Project Purpose
Launched in 2021, the project stemmed from 3 needs:
- Improving IT infrastructure governance in the outlets
- Speeding up troubleshooting
- Introducing automated remediation mechanisms to support the Service Desk, optimizing the management and maintenance of the IT infrastructure in each outlet.
The Impact
During the collaboration, the initially developed solution underwent continuous improvement. High operational impact areas were identified progressively. The implementation of automation in the IT solution governance led to numerous benefits in service quality.
Before Xautomata
- Reactive Support Service
- Manual interventions on tickets
- Overloaded Support Service
- No insights on infrastructure
After Xautomata
- Clear and real-time visibility
- Formalized and digitized maintenance processes
- High level of control over the infrastructure
- Automatic anomaly management
