Softline helped Baltika to implement the SimpleOne ITSM system
Updated at: 18 February 2025
In the course of import substitution at Baltika Breweries, the need to replace the IT process automation system arose. Softline had already implemented and modernized the customer's previous system - ServiceNow. Taking into account the positive work experience and in-depth expertise of its specialists, Baltika once again turned to Softline for implementation expertise.
The customer's main requirement for the new ITSM system was the Russian origin of the solution and preservation of all functionality of the previous product. Softline specialists shortlisted systems suitable for the request, among which a solution from SimpleOne vendor was selected.
"Baltika is the largest brewing company with 8 breweries in Russia, which results in heavy loads on Service Desk. The proposed solution works perfectly in such an environment, while being quickly configurable and customizable. For these reasons the company chose it in its favor.
In order to work out the requirements critical for the client in practice, a pilot project was conducted. The Softline team deployed the system in test mode, after which Baltika's IT specialists were convinced that all their wishes could be realized on the basis of SimpleOne ITSM.
Then Softline organized the implementation, which consisted of several stages. The first stage included a survey of the previous system, study of the current IT management practices used by the customer.
At the second stage, the standard configuration of the SimpleOne solution was finalized in accordance with Baltika's technical specifications. Incident management processes and a service catalog were implemented, a self-service portal and CMDB structure were configured, basic directories and integration with other systems were developed. An instruction manual for system users was also created.
At the final stage, a pilot operation of the SimpleOne ITSM solution was carried out, during which Baltika's specialists were convinced of the correct operation of the implemented product and decided to launch it into commercial operation. All work was performed remotely and within the timeframe set by the customer thanks to the use of a wide range of SimpleOne platform tools.
#### "Softline showed a good result by completing the transition on time and almost seamlessly. Correct and high-quality work of the involved specialists allowed us to avoid downtime and bring the solution in compliance with all requirements. In the future we plan to develop the system, adding new functionality for business users. We also see prospects for adapting the solution to other IT-related processes, thanks to the wide functionality of SimpleOne"Maxim Kazantsev Head of the Business Service Department of the IT Directorate at Baltika Breweries
#### "We have been implementing ITSM systems for many years, and during this time we have developed a high level of expertise among Softline specialists, including certified ones. Within the framework of this project, Softline team became a "one-stop shop" for the customer, taking over communication with the vendor, maintenance and improvement of the system in the future. Rapidly changing business processes within the client require prompt actions to expand functionality and adapt the system to new realities, so we still have many interesting tasks ahead of us"Alexey Lykov Head of ITSM at Softline
#### "The SimpleOne ITSM solution is based on our own low-code platform, which makes it possible to implement complex and non-standard business requirements and opens up the option of migration from other systems without loss of functionality. We are glad to see this confirmed in the form of an excellent implementation result at Baltika Brewery"Sergey Chukanov CEO of SimpleOne