• Re-aligning service processes and supporting systems in order to guarantee more streamlined end-user support after company growth
Case study:

Re-aligning service processes and supporting systems in order to guarantee more streamlined end-user support after company growth

14 October 2013

“We helped Pinguin to develop a clear vision of where and how they will evolve and provided them with the tools to continue growing.”

Pinguin is a leading international processor of field-fresh vegetables and fruit. As a member of Greenyard Foods, it has become an international player with 15 production facilities in six European countries, including Belgium, France and the UK. Pinguin products are nowadays available in more than 100 countries worldwide.

Challenge

As a result of this expansion, internal processes and supporting systems needed to be re-aligned. As Pinguin rolled out a single ERP image to all its subsidiaries and 2,000+ employees, it was obvious that this would create a need for formalised end-user support.

Approach

BDO Digital was asked to advise Pinguin on the organisation, processes and supporting tools for the new support system.

  • The processes we recommended are based on a pragmatic implementation of CObIT5 and ITIL principles and best practices.
  • For the tooling, we looked at several options before picking a shortlist of four service management platforms, both in the cloud and on-site. An important starting point for the assignment was to assist Pinguin’s growth towards best practices regarding incident, problem, service request and change management.

Results

At BDO Digital, we helped Pinguin to develop a clear vision of where and how the company will evolve and provided them with the tools to continue growing through different stages of service management maturity.