DAHILI / INTERNAL

The pladis journey into the Sun(rise)

DAHILI / INTERNAL

Disclaimer

I will be spending a lot of this presentation apologising to Sunrise employees for the amount of problems my

colleagues and I have caused them service enhancements we have suggested during the making of

this product.

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Who are pladis?3

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Who are pladis?4

The pladis story began when the families of McVitie’s, Godiva and Ulker each started making the sweet and savoury treats they would later become famous for.

In 2016, Yildiz Holding embarked on a remarkable journey to transform its consumer food businesses and create a new global industry leader: and so pladis was born. Named after the ‘Pleiades’ constellation, a group of seven stars visible from anywhere on earth.

Combining over 300 years of family brand heritage, pladis brings together iconic and well-established family businesses, Godiva Chocolatier, DeMet’s Candy Company and United Biscuits.

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Where are pladis?5

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Where are pladis?6

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Supporting pladis

2 Service Desks (UK &

Turkey)

17,000 Employ-

ees

Across 20 Time Zones

800 IT Users

1 HIGHLY used self service

site

1 Global P1

Incident SLA

10 Regional

SLAs

1 Global Request

SLA

2 Service Catalogues

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The Journey Begins…. Part 1

UB Liverpool Christmas

Party… (and go-

live)

9th

December

Services designed built etc over 4 weeks

November

Project Begins

October

Sunrise chosen

September

Narrowed down to 3 Providers

August

Start of ITSM

Replacement

Project as UB

Mid 2011

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Initial Steps

✓ Went live on version 3.7 with:(Deep Breath)Incident ManagementChange ManagementProblem ManagementContactsDepartmentsThird PartiesItemsProductsService Levels (Only 5 back then!)Service ContractsKnowledgeSelf-Service Users (Outsourced Developers) – IguanaSelf-Service Contacts - Chameleon

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Evolution is the key

How we went live…

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Evolution is the key

How we find ourselves today…

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The “Toddler” Years

AD Imports

• GB and European regions

• New acquisitions in KSA, India & Nigeria

Snow Software Inventory Import

• Data from Snow Software (Version 2012)

• Redesign Snow Import Package (Version 2014 – now including Software)

HTML Interface

• Change for users with version 4.5 (December 2013)

• Retrain all IS staff on using HTML interface

• Change for Contacts (January 2014)

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ITSM becomes MSM (Multi Service Management)

• In between doing all the developments; in 2013 IS approached by Procurement wanting to use a ticketing system

• Agreed they could use Sostenuto.

• Worked with Sunrise to add in Procurement Incidents within Incident Management

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The “Running” Years

• Developed new service (Major Incident Management)

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The “Running” Years

• Change Approval via email; Martin helped us in building a change sign off email available across any device anyway in the world.

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The “Running” Years16

Sunrise ITSM 4

•Developed and deployed Risk Management

•Linked to Sites (Departments), Items and Third Parties

IIS sites were developed

•wrote SQL to show teams when calls were about to breach Response / Resolution SLAs

Push on self-service

•Target 25% of all IS tickets being self-service (this was in 2015!)

•Now closer to 40% globally

Automation

•Developed and automated weekly and monthly reports

•Distributed to team leads and managers.

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Q3 2016 – Q2 2018 17

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The 2nd Coming…18

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May 2018 – pladis start using Sunrise again

Fastest ITSM Implementation

ever…

10 Days, 5 Admins

6 Services configured

110 Support Groups Created

Over 600 Users

created

400 Sites that needed

SLAs

1 Ruined Weekend

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What we’ve done since…

New AD import

package including importing Users and

Groups from AD

Global Service

Catalogues deployed

Wallboard developed to present real-

time information

Sign off emails

developed for Service Catalogue Request Tasks

Announcements Service Deployed to Self-Service home screen

New self-service

homepage

Added yet another Incident Owner (HRIS)

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Service Catalogue(s)

• Initial UK Service Catalogue was released on 1st July with 68 available items – most with different workflows (all using Event & validation rules)

• Turkish Service Catalogue launched in November 2018 with additional 12 available items unique to region.

• Task approval completed by business approvers using email sign off.

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Service Catalogue(s)22

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Wallboard23

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Self-Service24

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What’s Next?

• Currently looking at getting consumer services onboard using Social Media service, concept built and being evaluated.

• Wallboards for other “Incident Owners” so they can see real-time information about how they are performing.

• Third Party Contracts: Global process being designed to handle all of pladis IS global contracts

• VIP Service Catalogue

• Development of Mobile Site

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And Finally….26

Who can beat the pladis dashboard count…. 95!!!

DAHILI / INTERNAL

Thank you