How AMIC POLSKA Sp. z o.o. improved ticket management across 128 fuel stations with the OXARI platform

AMIC Energy, a nationwide network of fuel stations, implemented the OXARI platform to streamline ticket management, IT infrastructure oversight, and process flow in a distributed environment. With the centralized ServiceDesk system and integration with the previous ITManager solution, the IT team gained full control over ticket handling.

AMIC Energy

Under the AMIC Energy brand, 128 modern fuel stations currently operate in Poland. The wide range of products and services meets the needs of both individual and business customers. The network offers top-quality fuels, including gasoline 95, 98, LPG, and diesel, as well as premium fuels Amic Pro ON and Amic Pro 95. All stations offer AdBlue in packaged form, and 30 stations offer AdBlue from dispensers. Seventy-one AMIC Energy stations include a SUBWAY restaurant, and 10 locations also offer the American pizzeria Sbarro. The store assortment includes a wide range of products, including high-quality private-label items. Selected stations are equipped with modern automatic and self-service car washes, vacuum cleaners, and compressors. The company is continuously developing the AMIC Club loyalty program, which allows customers to enjoy attractive discounts, value coupons, and exchange collected points for rewards from the catalog. AMIC Energy stations are attractive locations that generate high interest not only among drivers.

Lack of Effective IT Support in a Distributed Structure

The AMIC Energy IT team is responsible for supporting over 500 computer workstations and maintaining technical infrastructure across 128 locations throughout Poland.

The scale of operations and geographical dispersion made it a major challenge to ensure system continuity and rapid response to incidents.

The biggest issue turned out to be coordinating service tickets coming from numerous fuel stations operating in different network conditions. The lack of a centralized ticket-handling tool made it difficult to monitor priorities, deadlines, and recurring failures.

The team needed a solution that would allow them to:

• provide remote user support regardless of local infrastructure,
• automate service processes and information flow,
• gain full insight into the state of IT infrastructure and relationships between assets,
• and maintain high service availability across all stations despite their distributed nature.

Implementation of ITSM and ITOM Systems

Stage I: Implementation of ITManager for Centralized Computer Management

The first step for AMIC Energy was implementing the ITManager system, covering 500 computer workstations.

The solution enabled asset inventory, software auditing, and remote user assistance—even at workstations without a direct connection to the corporate network.

With the ITManager agent installed, administrators could:

• take over the user’s desktop,
• transfer files, run scripts, and modify registries,
• manage application installation and automation policies in real time,
• create dynamic workstation groups and execute automated tasks outside the LAN.

Stage II: Implementation of OXARI for Comprehensive IT Process Management

The next step was implementing OXARI—a professional ITSM-class system that includes modules such as:

• ServiceDesk – registers and handles service tickets from the entire network, automatically assigning engineers and monitoring progress according to SLA.
• Asset Management – maintains an inventory of IT assets with the ability to create relationships between them and track equipment usage history.
• CMDB – collects data on infrastructure components (hardware, software, users) and their dependencies, supporting impact analysis of failures.
• Workflow – automates approval processes, e.g., access requests or configuration changes, reducing response time.
• Knowledge Base – provides articles and instructions that help users solve issues independently and reduce the IT department’s workload.

Full Control Over Distributed Infrastructure and IT Processes

The implementation of OXARI enabled AMIC Energy to build a fully centralized IT service environment that integrates technical support, asset management, and process automation in a single system.

The system ensured a consistent flow of information between users and headquarters, significantly improving communication and ticket management across 128 locations.

As a result, the IT department gained better control over infrastructure, faster incident response, and higher quality of user support. OXARI enabled the analysis and elimination of recurring issues and the planning of preventive actions, leading to greater system reliability in day-to-day operations.

Key Results:

• Centralized ticket handling – all incidents from 128 stations are logged in one system, allowing monitoring of status, priority, and response times for each ticket. The IT team has full visibility into actions taken and can respond more quickly to urgent situations.
• Full visibility of IT infrastructure – integration of the CMDB and Asset Management modules enabled up-to-date inventory management of computers, network devices, and software, with assignments to specific locations and users.
• Greater predictability of service activities – analysis of ServiceDesk data helps identify recurring failures and implement preventive measures before they affect station operations.
• Improved IT team collaboration – thanks to the knowledge base and ticket history, engineers can share solutions, avoid duplicating work, and close similar cases faster.

“Systematic management of service tickets enables full control over the progress of their resolution and makes it easier to identify critical service points. In the case of such a large number of our stations, effective ticket management requires an advanced ServiceDesk system such as OXARI.”
— Mariusz Banasiak, Senior IT Manager at AMIC Energy

Do you want your organization to gain full control over ticket handling and IT assets even in a distributed environment? Explore the capabilities of OXARI and see how it can support your IT department.