Matkahuolto operates in the competitive logistics and travel services sector, where technology needs to support both daily operations and continuous development in an agile and cost-effective way. As services, systems and partners form an increasingly broad IT landscape, the functionality and flexibility of IT services become especially important.
The company wanted to organise its IT services in a more flexible way. Following a tender process, Netox was selected as the partner able to build a model suited to Matkahuolto’s scale and multi-vendor environment.
In Matkahuolto’s situation, it was important to build a model that fits our environment and scale. Not everything needed to be moved at once. Instead, the whole could be built in a controlled, step-by-step way,” says Petri Luurila, CIO at Matkahuolto.
Clarity for a multi-vendor environment
Matkahuolto’s IT environment includes several different technology and service partners. In such a setup, smooth day-to-day operations depend on service requests, tickets and responsibilities being directed to the right place without the customer having to navigate every interface themselves.
Netox’s role is to bring a clear service channel to the multi-vendor environment. In practice, service requests go through Netox’s service desk, from where they are directed to the right vendor for resolution when needed. This model is called SIAM, or Service Integration and Management, where services from several different vendors are brought together into a manageable whole for the customer.
“In an environment like this, it is important for the customer to have one clear channel for service. If a request concerns, for example, the network, servers or another area, our job is to identify the right direction and make sure the matter moves forward,” Lahokoski says.
Cybersecurity supports the whole
In a multi-vendor environment, services are not necessarily produced by a single partner, but security still needs to form a unified whole. Netox’s role includes strengthening cybersecurity even when some services are the responsibility of other vendors.
“Netox does not need to take over the entire environment at once in order to bring value to it. In Matkahuolto’s case, we are involved in selected areas, but from a cybersecurity perspective, we look at the whole more broadly,” Lahokoski describes.
A more flexible foundation for future development
When basic IT services, service management and cybersecurity are in place, Matkahuolto can focus on developing and modernising its system environment.
“Matkahuolto has a clear direction to develop and improve the efficiency of its IT environment by making use of AI and emphasising Microsoft solutions. Netox knows this environment well, which supports the way we want to renew our system landscape in the future,” says Luurila.
According to Lahokoski, the flexible service model gives Matkahuolto more room to move in future system and service choices. When the whole is not tied to a single vendor model, the company can develop its environment step by step according to its own strategy.
When the whole is managed clearly, it is easier for the customer to make future system and service choices according to their own strategy,” Lahokoski says.
The collaboration shows that IT outsourcing does not have to be an all-or-nothing decision. Netox can become involved step by step and build a solution that fits the customer’s current situation.
