Case Study

ServiceNow Managed Services & Platform Evolution for Rimi Baltic

Full-cycle L2/L3 support, agile development, and enterprise integration management for a multi-country ServiceNow ecosystem — ensuring 24/7 platform stability across Estonia, Latvia, and Lithuania.

Business Challenge

• Fragmented business processes and compliance standards across three legal entities — Estonia, Latvia, and Lithuania
• High-density integration landscape requiring constant synchronization across SAP HCM, JIRA, KRONOS, Active Directory, and Azure
• 24/7 uptime requirement for critical incidents while managing biannual ServiceNow upgrades and custom application dependencies
• Technical debt from legacy custom applications needing modernization without disrupting core platform stability

The objective was to:

• Provide a unified L2–L3 support and development framework across the entire Rimi Baltic region
• Ensure platform scalability and 97.5% SLA compliance for incident resolution
• Modernize and maintain custom business-critical applications within the ServiceNow framework
• Optimize cross-system integrations for reliable data flow between IT and business units

Solution

• Established a centralized operations model standardizing support communication and quality across all three countries
• Implemented agile development sprints for continuous delivery of new features, UI improvements, and automation across ITSM, CMDB, and Service Portal
• Executed regular patching, health checks, and architectural optimization to ensure upgrade-safety for custom-built modules
• Optimized REST API integrations with SAP, KRONOS, and Azure for stable, reliable enterprise data exchange

Key capabilities include:

• L2–L3 technical support and proactive incident and problem management
• Custom application development and maintenance — ITARMS, Store Handling, GDPR Register
• Advanced integration management — Active Directory, SAP, JIRA, KRONOS
• ITOM/Discovery and Performance Analytics enhancements
• Comprehensive knowledge transfer and training for internal L1 support teams

Business Impact & Value

Operational Impact

• High platform availability and stability achieved through structured 24/7 monitoring and preventive maintenance
• Technical debt reduced by aligning custom applications with ServiceNow best practices, ensuring smooth version upgrades
• Improved governance through monthly SLA reporting and performance transparency

End-User Impact

• Consistent service experience for employees across three countries through standardized ITIL processes
• Enhanced self-service capabilities via an improved Service Portal and faster technical incident resolution

Summary

Teiva Systems delivers comprehensive managed services for Rimi Baltic’s multi-country ServiceNow platform — combining proactive L2/L3 support with agile development to maintain a stable, scalable, and highly integrated enterprise ecosystem across the Baltic region.

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

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Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

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Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

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