Context
ENEDIS IT operator takes care of the operating of ENEDIS’s distributor’s IT assets.
The I&S department of the IT operator is in charge of the run engineering and of Operational Security. As such, it :
- provides level 3 support for systems, network, equipment…
- defines and maintain the Technical Operator’s reference document,
- steers projects of framework’s and infrastructure’s evolution.
Mission
Our consultant takes part in the Reference data and Methods domain of the I&S department and works on the ITIL implementation project, thus :
- adaptation, formalisation and processes establishment,
- implementation of the governance’s structure around each process (effectiveness and maturity measurement…),
- choice of the framework for processes,
- coaching for change for the different IT Operator’s departments.
Issues & Goals
The IT Operator attach importance to the industrialization of its activity and decided to implement several management processes, among which :
- incidents, problems,
- changes, releases,
- capacity, configurations.
ITIL was chosen by the Operator in order to guarantee efficient processes, compatible with its activity’s fast growth and compliant to best practices. At the same time, a frame for crisis and escalation management was created.
Benefits
Thanks to his intervention, d²X Expertise contributes :
- to the homogenization of best practices between the different departments of the IT Operator, not only of methods but also of the framework used,
- to the elimination of hand-crafted practices in favor of industrialized practices,
- to the development of the IT Operator’s practices, thanks to a continuous improvement approach based on maturity and efficiency audits and awareness campaigns for the teams.
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To reference files
Success stories
