d²X Expertise intervention has made it possible to industrialize the computer exploitation and to regain the satisfaction and confidence of IS users.
Context
As part of its outsourcing partnership, Fafiec notes :
- Total dependency on the provider
- Cost increase without improving the quality of services
- Organizational difficulties with non-formalized processes
Mission
d²X Expertise steps in as advisor to Fafiec’s management, with the purpose to get all parties around the table. It concerns :
- The definition of processes and the formalization of the target delivery based on eSCM, ITIL® and ANSSI,
- Drafting the CCTP (book of technical specifications) and negotiating the new contract,
- Deploy and support transformation.
Issues & Goals
The historic outsourcing contract has been withdrawn; it is therefore necessary to quickly address the following :
- Generate a status report and analyze the gaps between needs and benefits,
- Define target production and establish a strategy with Faifiec’s management team,
- Renegotiate the outsourcing contract with the service provider.
Having a global vision of the functioning of a IT Services Department is this project’s critical challenge.
Benefits
The intervention of d²X Expertise made the provider aware of the need to completely rethink his practices with regards to :
- Production and deployment of processes, ITIL services and KPIs,
- Restoring the level of services and trust between users and their IT systems.
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To reference files
Success stories
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