Oriola-KD Russian subsidiary outsources its critical IT infrastructure to Jet Infosystems


Moscow. At present Jet Infosystems provides support to ORIOLA's data center, which houses productive and pilot IT systems, as well as to over 1,400 retail pharmacy workstations, mostly in and around Moscow.

The Finnish pharmaceutical corporation Oriola-KD has two Russian subsidiaries, a wholesale distributor and a retail company, which operates the Old Doctor and 03 Pharmacy chains (which consist of about 250 retail and hospital pharmacies, mostly in Moscow and the Moscow region). IT outsourcing is a matter of corporate policy. The call for tenders from Russian and foreign companies was won by Jet Infosystems. The project covered administration services for data centers and retail staff workstations.

To begin with, Jet Infosystems deployed a fault-tolerant virtualized data center based on IBM, Microsoft and VMware solutions and transferred it to Oriola KD as a computing resource service. Powerful hardware now increases the productivity of the information systems and can be scaled up to meet business growth needs.

Next, about twenty information systems with database volumes totaling several dozen TB were migrated. Microsoft Dynamics NAV, a system used to manage wholesale and retail sales, required particular care during this process, as did the client's proprietary information systems. The migration—effected in stages with the help of stand-by hardware supplied by Jet Infosystems—caused almost no downtime and has improved IS performance.

Currently the integrator supports Oriola-KD's IT infrastructure up to the DBMS level on a 24x7 basis. Under the SLA any critical service must be restored after an incident in less than an hour. A dedicated remote monitoring team is on duty at Jet Infosystems twenty-four hours a day. The team is made up of Service Center engineers specializing in Microsoft/UNIX/Linux systems, data storage and backup, Oracle, MS SQL and Sybase data management systems. Experts in particular fields are promptly called to deal with the most serious problems.

The second outsourcing project started with workstation upgrades and the development of a SLA to specify service parameters and standards. Jet Infosystems' engineers reviewed the client's business processes and identified the infrastructural components responsible for the facilitation of each process, such as sales or acceptance of goods. The SLA was aimed at ensuring business continuity as a whole rather than supporting individual infrastructural elements such as a server or a cashier's PC. Depending on location and the importance of specific services, all retail pharmacies were divided into six categories with a specific SLA for each business process in each outlet. Now, in many cases, a failed business process is guaranteed to be restored in less than four hours. Instead of dozens of failures each month, an occasional system failure or two in a quarter is now the norm. Total downtime has dropped from several hours or even days per month to a few minutes.

A team of 16 experts was established to provide the first and the second line of workstation support, as well as a team of field engineers. Note that over 90% of requests are handled by first-line specialists. Jet Infosystems also provides IT support for opening and closing individual outlets.

To ensure that obligations under SLA are fully met, Jet Infosystems has taken a few additional steps. First, the configuration of all workstations was standardized. Second, all the 240+ pharmacies were connected to the corporate data network. To speed up repairs, Jet Infosystems assumed full control of all spare parts, instruments, and accessories.

"These projects have been monitored by Oriola-KD top management in Finland and their results are highly appreciated. More than a year after the start of our agreement, we are satisfied that the SLA suggested by the integrator and the level of compliance with the SLA perfectly meet our IT service needs. Ever since Jet Infosystems started supporting our retail chain workstations, customer satisfaction has shown substantial growth," says Dmitriy Saveliev, IT director at Oriola-KD's Russian subsidiary.

"While being essentially independent of each other, both projects provide comprehensive high-quality support to all of the principal IT systems operated by Oriola-KD in Russia, that is, to the data center that houses all of the client's databases and systems, as well as to all of the workstations at retail pharmacies. The SLA guarantees fast system recovery and makes it possible to forecast and quantify any financial costs or loss of time," says Vladislav Anufriev, outsourcing development manager at Jet Infosystems.

Oriola-KD in Russia

The Finnish pharmaceutical corporation has a wholesale and a retail division. Oriola (called Moro prior to 2011), a leading wholesale drug distributor in Russia with 12 branches in major cities, has been in the market for over 16 years.

The retail pharmacy chain ( about 240 stores) operates in Moscow and the Moscow region under the Old Doctor and 03 Drugstore brands. In 2012 Old Doctor was nominated for the HR Brand prize.