IT Service Transformation
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)
