Infrastructure Services Department
Infrastructure Services Department consists of 3 departments and some cross-functional services:
1. Delivery Services team ensures that the service delivered meets a satisfying standard needed by the business. The Service Owners are responsible for user-facing services e.g., computers, printers, telephony, and mobile phones and similar. The Datacenter and Cloud team ensures the core services around our data centres whether they are On-Prem or in the cloud. The Service Delivery Management (SDM) organisation make sure our vendor’s deliveries are according to the contracts. They act as Subject Matter Experts and are change coordinators regarding changes within their respective areas. End User Computing team is responsible for providing 3rd level high-quality support and maintenance in the area of end-user desktops, either virtual or physical. Particularly Intune/SCCM, App packaging, and Azure Virtual Desktop. Teams’ tasks also include resolving problems within Win 10 desktops, taking part in defining Arla’s architectural roadmaps, and acting as Subject Matter Experts in projects.
2. Network Services are an internal team consisting of a 24/7 team monitoring our internal LAN environment, supported by a Network Operations team maintaining the services daily. Outside the LAN services, the team also has responsibility for WAN and Firewall services.
3. Security Services department consists of two sub-departments which both ensure that Arla is compliant with policies.
- The Security Operations team consists of Security experts ensuring our key infrastructure is protected against malicious behaviour and this is done through support from third-party vendors.
- The Identity and Access Management team is overlooking onboarding and offboarding processes, access control design, IAM controls to ensure compliance with Arla principles.
Application Services
We are responsible for running our systems, for example SAP. Our purpose is to maintain high-quality solutions through collaborative governance and expert insight. We focus on ensuring stability, efficiency, and test quality. As a trusted partner, we provide resilient solutions that meet the business needs while delivering fast and effectively with high standards.
We work closely together with all delivery trains and take over the responsibility for the solution after go-live and hyper care. There are different areas we are responsible for in Application Services:
- Support and Maintenance is responsible for providing good support to the Business. We ensure that all changes implemented in Production has been approved, tested, and documented to secure stability of the IT applications.
- Test Automation and Quality Management is responsible for consistent and continuous focus on test and enforcing a quality-related mindset within the organization. Ensuring that critical software flows are automated and running in drops and waves to secure the quality of ne developments and stable applications.
- Master Data Operation is responsible for Create/Change/Block/Delist business objects in SA, suppliers, customers, all material types, info records, source list, scheduling agreements, bill of materials, master recipe & production version.
- Vendor Management – main purpose is vendor management and collaboration in Application Services. This includes contract negotiations with new vendors, support, and collaboration after project go-live. This team ensures that we have great partnership with our strategic vendors, so that we can collaborate and work as one Arla and have high focus on stability while providing great support to our business.
IT Service Desk
IT Service Desk is a 1st line support for solving incidents for about 19 000 end users across Arla locations worldwide (over 140 entities in more than 30 countries). The service is provided 24/7 in English language. However, we have also dedicated lines functioning in German, Danish and Swedish.
Together with Situation Management Team we are a group of people responsible for technical support whenever you have an issue with your software and hardware.
- Onsite Support operates directly out of Arla business locations (Dairies, Headquarters, Warehouses, etc.). Besides providing same support as ITSD we also provide 2nd level support on all end-user devices. A big part of this is laptops, but also printers, scanners, RF guns, terminals, etc. We also support go-lives of a variety of different projects.
- Regional Operations Managers serve as an escalation point for zones and functions in Arla globally for all topics related to IT Operations. This is typically major incidents, root cause analysis, planned service window, etc.
- Vendor Management Office is a crucial part of the process for procuring new services in Arla IT. We are involved from the development of an operating strategy to procuring the service and lastly, we facilitate the continuous process of maintaining the relationship with a vendor.
- SAP Technical Services is responsible for running our SAP platform in Arla which is the core of our systems. We are here to endure stable and efficiency of the landscape, keeping it updated and secure 24/7. We take responsibility for the SAP infrastructure, change management, yearly technical go-lives, development tools and guidelines, archiving and optimizations.