Who Is X5 Retail Group? X5 Retail Group, Russia’s leading retail com- pany, has been building a portfolio of retail chain brands for many years now, including the successful Pyaterochka proximity stores, Perekrestok supermarkets, and Karusel hyper- markets. Currently, X5 Retail Group has over 16,000 retail outlets and distribution centers in Russia. Based upon ITIL 10 years ago, key X5 Retail Group IT processes, including incident, request, and service cata- log management, were built using ITIL best practices adjusted to the company’s busi- ness needs, with everything well-established and documented in minute detail. This detail- ing depth has been necessary due to the size of the business, to prevent potential serious consequences of inaccuracies. Combined, the thought-out det

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