ITIL Implementation
ITIL Implementation
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Résumé
Thanks to d²X Expertise intervention, an IT operating entity managed to homogenize the practices of the different departments, to industrialize historical practices and to implement a continuous improvement approach.

Context

ENEDIS IT operator takes care of the operating of ENEDIS’s distributor’s IT assets.

The I&S department of the IT operator is in charge of the run engineering and of Operational Security. As such, it :

  • provides level 3 support for systems, network, equipment…
  • defines and maintain the Technical Operator’s reference document,
  • steers projects of framework’s and infrastructure’s evolution.

Mission

Our consultant takes part in the Reference data and Methods domain of the I&S department and works on the ITIL implementation project, thus :

  • adaptation, formalisation and processes establishment,
  • implementation of the governance’s structure around each process (effectiveness and maturity measurement…),
  • choice of the framework for processes,
  • coaching for change for the different IT Operator’s departments.

Issues & Goals

The IT Operator attach importance to the industrialization of its activity and decided to implement several management processes, among which :

  • incidents, problems,
  • changes, releases,
  • capacity, configurations.

ITIL was chosen by the Operator in order to guarantee efficient processes, compatible with its activity’s fast growth and compliant to best practices. At the same time, a frame for crisis and escalation management was created.

Benefits

Thanks to his intervention, d²X Expertise contributes :

  • to the homogenization of best practices between the different departments of the IT Operator, not only of methods but also of the framework used,
  • to the elimination of hand-crafted practices in favor of industrialized practices,
  • to the development of the IT Operator’s practices, thanks to a continuous improvement approach based on maturity and efficiency audits and awareness campaigns for the teams.
 
 

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