From distributed processes to a stable IT infrastructure
The Story of Collaboration with SCA
Client:
SCA
Industry:
Wood and paper industry
Country:
Sweden
Service:
IT Infrastructure, Service Desk
Client_
SCA (Svenska Cellulosa Aktiebolaget) is a Swedish industrial company specializing in the production of wood, pulp, and packaging paper, as well as the development of renewable energy sources.
It manages approximately 2.7 million hectares of forest, making it the largest private forest owner in Europe. The company employs around 3,450 people and generates annual revenues of over SEK 20 billion.
Project goal_
In response to growing need of structured IT support, SCA aimed to organize and professionalize its IT service area by implementing a service desk model in cooperation with specialized vendors.
Key expectations included:
- Establishing a central point of contact for users – enabling fast and effective reporting of issues and inquiries.
- Ensuring continuity of IT systems – through regular maintenance activities and proactive monitoring.
- Professionalizing IT support – building a team that not only responds to incidents, but also advises and supports the business in making technology decisions, facilitating change processes, and managing services.
- Improving communcation between IT and business – by involving
a knowledgeable partner who understands the needs of both sides. - Reducing costs and increasing predictability – through process standardization, elimination of inefficiencies, and implementation of measurable SLAs.
- Scalability and standardization – enabling the organization to grow without losing control over the IT landscape.
Challenges_
Before the implementation, SCA’s IT operations were organized in a distributed manner, which sometimes made it challenging to maintain alignment and consistency across the organization. Processes were often managed individually, which could limit visibility and occasionally slow the ability to respond to changing business priorities.
Enhancing communication between SCA’s business and technology teams from Euvic, was another key opportunity. A structured framework and strategic IT guidance were essential to shift from short-term, reactive decisions to a more proactive and sustainable managed planning approach.
Delivered solutions_
In response to SCA’s needs, we initiated cooperation using a flexible Time and Material model, which enabled rapid team engagement and efficient diagnosis of the IT environment. The priority was to stabilize key areas of IT infrastructure, such as Exchange, Linux, and SQL Server.
After identifying the main challenges and stabilizing the environment, we proposed a monthly maintenance support model that ensures continuity of operations, regular service activities, and ongoing access to a team of experts. Implementing this solution allowed the client to organize IT processes, increase the predictability of operational activities, and ensure uninterrupted system performance.
Benefits_
- Enhanced IT security
All identified high and critical risk vulnerabilities were eliminated, significantly reducing the likelihood of security incidents. - Regular patching and updates
A maintenance schedule was introduced for regular operating system updates, ensuring the environment remains compliant with security policies and resilient against emerging threats. - Environment stabilization
The environment was optimized, eliminating numerous errors and performance issues, resulting in improved application performance and a better user experience.
Key numbers_
- 100 managed SQL database instances.
- 75 Linux – based machines under management.
- 7 OpenShift – based clusters.
- + 95% SLA compliance in response and resolution times.
Solution architecture and key components_
Key infrastructure components:
- Microsoft Exchange (Hybrid)
The email environment was migrated to the cloud, with technical accounts moved to a hybrid model that combines on-premise functionality with cloud services. This approach provides flexibility, enhanced security, and the ability to gradually transition to a fully cloud-based setup in the future. - SQL Server
Used as the primary database engine for business applications, SQL Server ensures reliable data storage, high performance,
and integration with other infrastructure components. - Jira and Confluence
Atlassian tools are used for issue tracking, technical documentation, and team collaboration. The entire environment is hosted on-premise, giving the client full control over data and configuration. - Red Hat Linux
Red Hat-based systems serve as the foundation for many backend services. Their stability and scalability are supported by advanced management and monitoring tools. - Red Hat Satellite – enables centralized management of Linux systems, covering updates, configuration, and compliance with security policies.
- Red Hat Insights – an analytics tool that supports proactive threat detection and recommends remediation actions within the Red Hat environment.
- Red Hat OpenShift – a Kubernetes-based container platform that enables scalable application deployment and management across hybrid and cloud environments.
Summary_
The implemented solution brought SCA measurable benefits – both in terms of IT environment stability and security, as well as the quality of collaboration between technical and business teams. Through the effective elimination of issues, process optimization, and ensuring continuous support, the client gained a trusted technology partner.
The client’s satisfaction is reflected in the ongoing cooperation – SCA continues to entrust us with new tasks and projects. Currently, we are expanding our collaboration into a new area focused on container technologies such as Kubernetes and OpenShift. This initiative opens new opportunities for automation, scalability, and a modern approach to application management.
Together with the client, we plan to further develop the IT environment toward modern, flexible, and secure solutions that will support SCA’s long-term business goals.
