Context
The client operates in a context of information system transformation, driven by modernization, governance, and IT environment security challenges. The mission was carried out for the IT department of a major environmental services company, covering both IT teams (Customer, Corporate, BI, Operations) and business departments (Accounting, Controlling, Billing). Avaliance’s intervention was part of a program aimed at securing financial processes and strengthening coordination between IT and business teams, specifically around the E-Invoicing program and financial closing processes.
Challenges
The client needed to address several structuring challenges to secure its financial processes and strengthen regulatory compliance.
Key priorities included compliance with the French E-Invoicing reform, stabilization of monthly and annual financial closing processes, and implementation of robust governance between IT and business departments. It was also necessary to ensure rigorous execution of IT audits on O2C (Order to Cash) and P2P (Procure to Pay) processes while limiting operational risks.
Achievements
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steering of the E-Invoicing program scoping, including O2C/P2P process review and PDP selection
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structuring and management of monthly and annual financial closing in coordination with IT and Finance
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analysis and resolution of data discrepancies between billing systems, Finance ERP, and reporting tools
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implementation of operational governance including pre-closing committees and incident tracking
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steering and coordination of remediation actions resulting from IT audits and auditor controls
Focus Areas
Results
Context
In a context of IT system transformation and an increasing number of IT projects, the client in the services sector launched an initiative to strengthen control over its internal processes and improve project management quality. To support this evolution, a Process Support Officer (PSO) function was established to structure process governance, ensure compliance with internal standards, and drive continuous improvement of practices. The mission takes place in a multi-project environment involving IT teams, PMO, quality, and business stakeholders.
Challenges
The client needed to improve the consistency and control of its internal processes within a complex and highly interconnected project environment.
Key challenges included ensuring compliance with project management and quality standards, optimizing operational practices, structuring shared methodological frameworks, and supporting teams in adopting processes and associated tools across the organization.
Achievements
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implementation and monitoring of internal procedures for project and change management
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documentation and formalization of existing processes with operational improvement proposals
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support to teams in adopting standards, templates, and project management tools
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execution of compliance reviews, internal audits, and production of KPI dashboards
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structuring of processes related to new product launches and critical project steering
Focus Areas
Results
Context
As part of its IT transformation, a leading European transportation player launched several initiatives to improve service quality, modernize infrastructures, and optimize internal processes. The mission entrusted to Avaliance combined operational IT service management, client and vendor coordination, and contribution to several strategic projects such as infrastructure migrations, financial reconciliation programs, and internal tool automation.
Challenges
The client needed to maintain a high level of service quality while simultaneously delivering multiple critical technical projects.
Key challenges included meeting SLA/OLA commitments, improving coordination between internal and external stakeholders, ensuring the success of infrastructure and business tool migrations, and optimizing and automating internal processes.
Achievements
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management of incidents, service requests, and problems, and service transition follow-up
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facilitation of meetings with clients and vendors and production of SLA monitoring dashboards
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contribution to a financial reconciliation project and datacenter migration covering networks and virtualization
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participation in B2B/B2C reservation system migration projects for European operators
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development of internal dashboard tools (PHP/MySQL) and billing automation (VBA)
Technologies & Tools
Results
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
Core Focus Areas
Results
Context
The client launched a strategic initiative to transform its technical foundation in order to modernize its infrastructures and improve IT service quality. This initiative takes place in a multi-site environment covering approximately 1,600 users, with strong challenges related to operational management, support performance, and coordination between local teams and a nearshore service center. To secure this transformation and structure operational practices, the client relies on Avaliance to manage the program, oversee technical teams, and improve support processes.
Challenges
The client needed to successfully transition to a new technical foundation while ensuring service continuity for end users.
Key challenges included implementing transparent performance management based on KPIs, optimizing multi-site support operations, meeting SLA commitments, improving user satisfaction, and developing technical team capabilities.
Achievements
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management of the technical transformation program and coordination of deployments
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implementation of performance indicators, dashboards, and governance forums
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optimization of support processes in collaboration with the nearshore service center
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operational management of a multi-site technical team covering workplace, network, and security
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SLA monitoring, risk management, and continuous improvement of operational practices
Technologies & Frameworks
Results
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
Technologies & Frameworks
Results
Context
The client delivers critical IT services to European clients in the railway sector. These services require high levels of availability, performance, and reliability, governed by strict contractual commitments (SLAs). To ensure service quality, manage vendor relationships, and structure operational processes, the client relies on Avaliance to oversee IT service operations and drive continuous improvement.
Challenges
The client needed to ensure compliance with SLAs and contractual commitments while maintaining high service availability and performance.
Key challenges included effectively managing client and vendor relationships during major incidents, structuring operational processes, handling client requests efficiently, and continuously improving service quality in a multi-stakeholder, multi-country environment.
Achievements
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monitoring contractual commitments and producing SLA reporting for management
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real-time monitoring of services and infrastructure (servers, networks, load balancers)
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incident management and troubleshooting in coordination with vendors
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structuring and updating operational processes, SOPs, and procedural documentation
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facilitation of technical and business coordination forums and client request management
Governance & Technologies
Results
Context
The client initiated a structured approach to its Cloud governance, with a strong focus on controlling access to the Microsoft Azure environment. To secure these accesses and align practices with the group’s ITSM standards, the client relies on Avaliance to define and formalize a Cloud access request management process, covering all Azure use cases.
Challenges
The client needed to ensure that Cloud access complied with ITSM best practices (based on ITIL) and internal security and governance requirements.
The challenges also included centralizing and securing the processing of Azure requests, particularly through Azure Marketplace, improving coordination with infrastructure teams, and maintaining a high level of service for internal users, measured by SLA compliance.
Achievements
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analysis and qualification of access requests to Azure environments
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definition of a target request management process, integrating ITSM and governance requirements
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integration of Azure Marketplace-related flows into the access management process
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implementation of change compliance controls in coordination with CAB bodies
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operational coordination with infrastructure teams and clarification of roles and responsibilities
