Project drivers Wildberries’ Service Management implementation project began in mid-August 2013, when the active growth of the business required unification of business processes and automation to support everyday operations. The rapid growth in the number of orders and number of employees led to an increased workload on virtually all departments in the company and identified a number of issues that needed to be addressed including: IT: J Increased request resolution time J Reduced availability of support J Loss of requests J Highly qualified personnel overloaded with operational activities J Risks associated with IT system downtime Other departments: J Increased number of suppliers J Increasing complexity of budget control and planning J More business support staff With the st

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