IT Support Industrialization
Context
As part of its IT modernization strategy, a national public administration launched several initiatives to strengthen IT production governance and improve coordination between the central IT department and regional entities. The program included the implementation of a Single Point of Contact (SPOC) for incident and service request management, as well as the deployment of a nationwide videoconferencing infrastructure covering the entire territory, including overseas regions. To secure these transformations and ensure coordination between local teams, service providers, and vendors, the client relied on Avaliance to manage projects, structure support processes, and lead change management at a national scale.
Challenges
The client needed to industrialize incident and service request management while improving communication between the central IT department and decentralized teams across the country.
Key challenges included implementing a unified and shared SPOC, harmonizing request processes for over 200 local IT staff, successfully delivering a nationwide videoconferencing rollout, and supporting change adoption among technical and business teams.
Achievements
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implementation of a Production SPOC centralizing incidents and requests through a unified entry point
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national coordination of over 200 local IT staff across decentralized entities and overseas regions
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operational interface with managed service providers to improve support processes and resolution times
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management of the nationwide videoconferencing rollout coordinating approximately 100 endpoints
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change management support to ensure adoption of new processes and audio-video technical standards
