ITSM Process Structuring
Context
The client operates a critical IT production platform serving national public institutions. This system represents a strategic backbone requiring rigorous operational management, close coordination between technical teams, service providers, and governance bodies, as well as a structured transition plan back to internal teams. To secure operations, improve service quality, and support infrastructure evolution, the client relies on Avaliance to manage production, structure processes, and lead associated technical projects.
Challenges
The client needed to ensure controlled production management ahead of the transition to internal teams.
Key challenges included structuring ITSM processes (incident, request, change, problem management), improving communication between engineering, operations, outsourcing partners, and service centers, reducing operational crises, and implementing a new technical infrastructure including messaging, Active Directory, and network environments.
Achievements
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operational management of production and coordination of technical teams and outsourcing partners
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facilitation of production committees, governance forums, and crisis situation management
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structuring and improvement of ITSM processes (Incident, Request, Change, Problem)
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monitoring of SLA/OLA, backlogs, and performance indicators and support for reversibility transition
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management of infrastructure projects including deployment of new messaging and Active Directory environments
