{"id":499657,"date":"2017-11-21T14:23:30","date_gmt":"2017-11-21T13:23:30","guid":{"rendered":"https:\/\/www.devoteam.com\/success-story\/gala-retail-optimises-service-management-of-uk-operation\/"},"modified":"2025-07-29T16:01:08","modified_gmt":"2025-07-29T14:01:08","slug":"gala-retail-optimises-service-management-of-uk-operation","status":"publish","type":"success-story","link":"https:\/\/devoteam.info\/en-se\/success-story\/gala-retail-optimises-service-management-of-uk-operation\/","title":{"rendered":"Gala Retail optimises service management of UK operation"},"content":{"rendered":"\n

Leading UK bingo retailer Gala Retail called on Devoteam to help it optimise service management and IT performance across its entire operation through a unique, integrated solution involving ServiceNow and CA-Unified Infrastructure Monitoring technologies.<\/p>\n\n\n\n

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The Snapshot<\/h2>\n\n\n\n
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1<\/strong><\/p>\n\n\n\n

A leading UK bingo retailer, Gala Retail, aimed to become the number one provider in its field by optimising its service delivery across 138 sites.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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2<\/strong><\/p>\n\n\n\n

Following a demerger, the company’s existing IT service management tool was slow and inefficient, failing to support its operational needs.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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3<\/strong><\/p>\n\n\n\n

Devoteam implemented an integrated solution, combining ServiceNow with CA-Unified Infrastructure Monitoring, to unify service management and system performance assurance.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

About Gala Retail<\/h2>\n\n\n\n

With a staff of 2,500 operating across 138 sites Gala Retail offers a huge variety of gaming options and aims to surpass its main competitor to become the no.1 provider in its field through product innovation, multi-channel development and customer experience.<\/p>\n\n\n\n

Main challenges<\/h2>\n\n\n\n

Addressing the complexity of service and system performance<\/strong><\/p>\n\n\n\n

Gala identified a need to review the effectiveness of the technology that underpins its service delivery. With the demerger in 2012 from its parent organisation, GalaCoral Group, the client saw an opportunity to start afresh. The existing solution, Symantec Altiris, was slow, hard to use and offered little reporting that would address their needs. Rather than perpetuate the behaviour dictated by the previous tool, they decided to align ITIL best practices with the processes of a new solution, which would set the bar for their choice.<\/p>\n\n\n\n

With our renowned international depth of expertise in service management, Gala chose Devoteam to create an integrated solution that would optimise service across the organisation while guaranteeing best performance of their core technology.<\/p>\n\n\n\n

What did we solve?<\/h2>\n\n\n\n

Integration of ITSM with Service Assurance<\/strong><\/p>\n\n\n\n

ServiceNow was selected for its clear ability to fulfil quickly all of Gala\u2019s requirements as well as offer strengths such as ease of use, functional integration across the ITIL suite, the SaaS model (which means no hosting), its comprehensive reporting and, not least, its constant availability. Gala can consolidate its disparate tool sets, provide a more joined-up and efficient approach to service customers by avoiding costly integrations between bingo halls and online gaming, as well as reduce Opex costs. In the four weeks from product selection, Gala Retail was able to offer a fully operational ServiceNow solution for use by all 2,500 personnel.<\/p>\n\n\n\n

After three months, 20,000 calls have been logged via ServiceNow\u2019s powerful self-service facility, speeding up fault resolution while decreasing the workload of the service desk. The introduction of an automated set of ITIL modules has improved the triage of tickets, improved the reliability of data, fixed times and, most importantly, end user satisfaction.<\/p>\n\n\n\n

Integration of ITSM with Service Assurance<\/strong>
As a natural follow-on from the ServiceNow implementation, Gala Retail asked Devoteam to examine server performance levels and recommend a solution that would best fit its needs.<\/p>\n\n\n\n

With a complex farm of physical and virtual servers, many of which are dedicated to the core out-of-hours business operation, Gala relies on their optimal performance and high availability.<\/p>\n\n\n\n

Only an effective server management solution could protect the business. Drawing on its skill in integration of complementary solutions, Devoteam selected CA\u2019s Unified Infrastructure Monitoring (UIM) as the best fit on top of its ability to integrate with ServiceNow.<\/p>\n\n\n\n

Devoteam secured 150 general servers and 20 SQL Server databases. Integration between CA-UIM and ServiceNow has seen improved support triage with alarms to notify of a server failure and trigger automatically a ticket for prioritised repair. The project concluded with knowledge transfer to enable the customer to implement the solution on the remaining servers and manage and support the new environment.<\/p>\n\n\n\n

Main benefits<\/h2>\n\n\n\n
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An approval workflow ensures that requests for equipment coming through ServiceNow ITSM are diverted to a manager for sign-off, thus providing budgetary control and transparency.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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With the ServiceNow ITOM, the company has a similar level of visibility into the location, storage capacity, and performance of every IT asset, device, and configuration item.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Access to the IT support via a web portal and mobile app for all employees with an extensive knowledge base and catalogue.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Attaining business goals<\/strong><\/p>\n\n\n\n

Gala has seen accelerated business performance with its new, integrated solution, yielding a number of benefits:<\/p>\n\n\n\n