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Kingfisher IT Services Ltd

Kingfisher IT Services Ltd

Kingfisher Plc is Europe's leading home improvement retail group and the third largest in the world, with nearly 860 stores in eight countries in Europe and Asia. Its main retail brands are B&Q, Castorama, Brico Dépôt, Screwfix. Kingfisher also has a 50% joint venture business in Turkey with Koç Group, and a 21% interest in, and strategic alliance with Hornbach, Germany's leading large format DIY retailer. Kingfisher employs 80,000 people and nearly six million people visit our stores every week.

Kingfisher plc is included in two of the main socially responsible investment indexes - the FTSE4Good and Dow Jones Sustainability indexes.

IT Services keep the business running, ensuring all applications and infrastructure are working smoothly. This is no small matter given that there are approximately 36,000 users at B&Q, Screwfix and Corporate Centre working in more than 480 stores and trade counters, numerous logistics and other remote sites across the UK and Ireland.

There's a single service desk with a single number, so any Kingfisher user in the UK can call in for whatever support they need - and, being a retailer, the desk is manned whenever the stores are open. Between 60% and 70% of problems are fixed immediately and the rest are forwarded to various internal teams or to external vendors who provide managed services across many areas.

Queries can range from resetting a password or tracing a lost document to bigger issues like a data integrity problem - e.g. a report suggesting that instead of £1m of stock the company has £1.

In addition, the operations team are on site 365 days a year, 24 hours a day to monitor and control the IT equipment in our various data centres and communications sites on both sides of the channel - on call teams are available to fix any significant service issues any time, anywhere.

The biggest problems - a power cut or the failure of a central system - require rapid response if trading is interrupted in store or online.

Employees must be business-focused and have well-defined processes to help them deliver common and consistent service:

 Incident management: get me going
 Problem management: getting to the root cause
 Change management: implementing a major development change or implementing a simple fix and making it go live without impacting the business
 Configuration management: having all applications and infrastructure held in a single database showing their interrelationships is invaluable for such a complex environment, and
 Release management: planning for and delivering interdependent business and technical changes.