Summary
Key results
Reduced day-to-day IT involvement in infrastructure operations
12/5 L2–L3 support across five world regions (Europe, Latin America, Asia, India, South Africa)
Centralization and IT continuity in global retail
The brand’s fast-growing retail network required managing thousands of devices across stores and offices on multiple continents. The lack of a standardized approach to configuration and maintenance placed a heavy burden on local IT teams, extended the time to prepare new workstations, and increased the risk of failures in systems critical to sales. Downtime at points of sale – or slow incident response – directly impacted transaction continuity and customer experience. The client engaged Sii to deploy modern device-management tools and establish a stable service-support model.
Centralized device management and global IT support
The engagement was delivered in two phases: first, deployment of a modern, automated device-management solution; second, takeover of global L2–L3 support and ongoing operations. Sii experts configured Microsoft Intune and SCCM, integrated them with the client’s infrastructure, and implemented security tooling. Next, we established incident and request processes aligned to SLAs across five regions:
- P1 (High): response 60 minutes, resolution 1 business day
- P2 (Medium): response 4 hours, resolution 3 business days
- P3 (Low): response 8 hours, resolution 5 business days
Sii delivered the program in two stages—implementation and run:
- Automated device provisioning via Windows Autopilot, Intune/Azure enrollment, app distribution, and security policy deployment
- Secure access management through LAPS and Azure Key Vault for centralized administrator credential storage
- Unified management plane by integrating Intune with SCCM, enabling full control over BackOffice and POS devices
- Global service support with 12/5 L2–L3 coverage across five regions, providing Incident and Request Management under defined SLAs
- Continuous improvement through CI/CD practices and service-quality reporting to optimize costs and adapt configurations to business needs
Stable and flexible global infrastructure
The Sii-delivered device-management and IT-support model brought order to infrastructure operations worldwide. Instead of disparate local efforts, the organization now has a consistent approach that works regardless of country or time zone.
Automated configuration shortened the lead time for new devices, enabling faster store openings and workstation rollouts. The IT department was relieved of routine operational tasks, allowing teams to focus on initiatives that drive business growth.
Global technical support ensured continuity for systems critical to sales, minimizing downtime risk. At the same time, environment standardization reduced infrastructure TCO and increased operational predictability.
As a result, IT is no longer a bottleneck for expansion – it is a stable backbone enabling the continued growth of the brand’s global retail network.
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