Optimizing the support chain

Your objectives

STREAMLINING support

Optimizing the Incident management process in order to improve operational efficiency (e.g. resolution time, escalation matrix)

ALIGNING the business

Understanding the impacts from the perspective of the business in order to realign the responsiveness of the IT department with the company's business challenges

MANAGING performance

Defining recurring performance indicators and levers to manage the process and its effectiveness over time

Our approach

Our methodology is based on 3 key steps that can be adjusted according to your objectives and combines our expertise in Incident and Delivery Management.

01

Understanding expectations

Identifying and evaluating operational irritants, dissatisfactions perceived on the business side and collaboration and communication flows between departments.

02

Evaluating performance gaps

Analysing the gaps between business and IT and evaluating the effectiveness of the indicators in place and the reliability of KPIs/SLAs

03

Optimizing processes and monitoring KPIs

Proposing an optimized process that ensures a sustainable operating mechanism and a control tower for monitoring key indicators

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