IT Service Structuring
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
