Challenges
As is the case for many companies, specialised departments have been set up to ensure that systems run smoothly and data security is maintained.
The main service lines to be implemented are :
- Event and incident management,
- Systems administration,
- Processing requests and managing changes,
- Supervision of all activities.
Over and above the constraints intrinsic to the service, the challenges of continuous improvement in service quality and rapid adaptation in terms of organisation and skills have become central. They imply a change in the organisation and the players in place with a focus on continuous improvement capabilities. The park is constantly evolving (migration to Open systems, etc.) and expanding (integration of new areas with the development of Greater Paris, etc.).
Consort Group has been providing all these services for several years. A renewal of our approach is essential.
An ambitious scheme
In order to guarantee the effective availability of resources, the dynamic of continuous improvement and the quality of the expected service, a multidisciplinary and partnership-based approach has been set up by the group. In particular, extending the opening hours of the service lines is one of the expected improvement targets.
The response includes
- Guaranteed availability of level 2 expertise,
- Integration of new environments by service experts,
- Innovation at the heart of the service, in a DevOps spirit.
The means of continuous improvement
Committed to the availability of expertise, we also focus on the ongoing adaptation of an agile approach to changing needs and the gradual deployment of new environments. Improving the delivery model is also at the heart of our approach:
- Taking over the existing system, setting up the Service Centre and the associated service lines,
- Industrialisation of these with a view to improving service quality over a 12-month period,
- Automation of a set of service lines,
- Adaptation and provision of level 1 & 2 expertise within the SLAs defined in the service agreement,
- Proposing improvements to the delivery model to strike the right balance between innovation and cost control.
Availability of N2 expertise
Level 2 profiles are those with experience in production environments. Their training and the development of their skills is key for all our customers, particularly in service centre mode.
Within our Cloud and DevOps practice, we have developed individualised support for our consultants, with 2 main focuses:
- Skills maintenance,
- Personal development with the implementation of an individual progression programme.
Preparing for integration
We mobilise specific resources to carry out an “audit” of the resources made available, an analysis of possible architectures and the impact on the recurring activities of our N2 teams. These resources provide a link between our customers’ solutions and the activities delivered by our level 2 experts. In this way, our experts are prepared for the arrival of new developments in their areas of expertise.
Innovation
DevOps is at the heart of all the requests we receive from our customers. Implementing a DevOps model is often a lengthy process, because it is disruptive and any changes to services need to take account of the work already done. The Cloud and DevOps practice is responsible for monitoring and identifying innovations that can then be integrated into our client environments.
90000
requests processed per year
8/10
average customer satisfaction score
80%
of requests processed within the deadline
You may also be interested in
Insurance - Outsourcing user support
Supporting the transformation from an in-house model, with a commitment of resources, to outsourcing managed by a Service Centre.
Bank - Support in moving applications to the cloud
As part of the hybridization of infrastructures with Cloud solutions, it is essential to provide support in making optimal use of these new resources.
Industry - Transformation of services towards comprehensive infrastructure management
Expansion of Consort and client services from workstation support to comprehensive infrastructure management.