Hannaford Upgrades Internal IT Service

SCARBOROUGH, Maine - Hannaford Bros. Co., the multi-regional supermarket retailer and wholly owned subsidiary of Delhaize Group, has selected Peregrine Systems, Inc.'s Service Establishment solution to streamline the information technology service desk for its corporate headquarters and approximately 300 retail locations.

Hannaford implemented Peregrine's Service Establishment system in conjunction with IBM Tivoli Enterprise Console (TEC) as the foundation for its ITIL-compliant (Information Technology Infrastructure Library) service management practice.

The integrated solution allows Hannaford to incorporate automation, intelligence, and two-way communication into its IT service operations, resulting in a more proactive approach to service management that aligns IT with the business goals.

Using Peregrine's ServiceCenter, the foundational service management platform upon which the provider's Service Establishment is built, Hannaford has been able to prioritize incident calls, handle trouble tickets and requests for routine services, monitor all open items, identify root causes of service interruptions, and correlate problems to pinpoint trends and recurring events.

"With Peregrine Service Establishment, we have more flexibility than ever, especially when it comes to distributing tickets to specific groups or individuals," said Ken Calden, Hannaford's enterprise systems management (ESM) analyst. "Rather than having to deal with disparate systems and multiple support platforms, we have chosen an integrated best-of-class solution that meets all our needs while providing an extensible framework for the future."

Hannaford's ESM team expedites the resolution of various technology- and network-related problems that impact corporate and approximately 300 retail operations, supporting a complex environment that includes more than 3,500 desktops, 400 laptops, 450 Windows-based servers, 275 Unix-based servers, and a variety of desktop applications, point-of-sale systems, and mainframe applications. The ESM team also oversees hundreds of routers and wireless access points that link Hannaford's geographically dispersed stores to its enterprise network.

Hannaford's automated monitoring system initiates nearly 30,000 events per day, generating an average of 82 trouble tickets to the 24-hour support center.

Hannaford supermarkets are located in Maine, New Hampshire, Vermont, New York, and Massachusetts. Hannaford also provides IT service support to Kash n' Karry/Sweetbay, the Delhaize Group chain based in Florida.
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