The client, a prominent global fashion retailer, operates across multiple regions, offering a diverse range of fashion products through physical stores and online channels. With a customer-centric approach, the retailer aims to enhance shopping experiences while staying ahead in the competitive retail industry.
Facing rapid growth and expansion, the retailer encountered significant challenges in managing its IT service management (ITSM) processes. With an outdated IT infrastructure, the company struggled with inefficiencies, service delays, and inconsistencies in IT operations across various locations. These issues not only impacted operational efficiency but also posed risks to customer satisfaction and brand reputation.