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SAP fuels end-to-end management for Gas Station Franchise 

If you’ve made a pit stop along a road trip, chances are you have visited our client, a family-owned franchise of truck stop and convenience stores located throughout the United States. According to Forbes, they rank in the top 25 largest privately held companies in the world, with over $14 billion in revenues and more than 15,000 employees.

The Challenge

Our client used a dual landscape scenario that supports maintenance operations and new developments in parallel. They needed a solution that allowed management of new and incremental changes, without overlapping and impacting live business operations.

Given the company’s growing size and the rising complexity of its IT landscape, our client realized it needed an integrated solution that enables centralized tracking, monitoring and end-to-end management of issues, enhancements, and requests. They sought a way to capture and track employee-reported issues at a level consistent with Information Technology Infrastructure Library (ITIL) standards.

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The Approach

We created a company-wide ticketing system and an audit-proof change management workflow using SAP’s Solution Manager Service Desk and Change Request Management (ChaRM). These SolMan utilities contain the ability to tightly integrate with the company’s SAP ERP and reporting systems, allowing our client to fully leverage the Solution Manager already in place and connect to the company’s landscapes. The implemented solutions now allow for centralized, smooth governance of 10 SAP landscapes, serving nearly 15,000 users.

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The Impact

The client can manage and resolve software-related issues while moving their enhancements through landscapes into go-live, fully compliant to ITIL standards thanks to regulatory control and consistency checks. By leveraging ChaRM’s tool, Retrofit, they are able to automate manual steps and streamline changes.

Appropriate issue tracking enables our client to anticipate challenges and respond efficiently. Effective change management reduces risks of the enhancements moving through their software landscape and impacting production systems. Ultimately, the company is able to achieve seamless project go-lives without affecting production systems. The successful implementation opens the door for further adoption of SAP Solution Manager functionality, including future plans for digital transformation.

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