Outsourcing management
Outsourcing management
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Résumé
d²X Expertise intervention has made it possible to industrialize the computer exploitation and to regain the satisfaction and confidence of IS users.

Context

As part of its outsourcing partnership, Fafiec notes :

  • Total dependency on the provider
  • Cost increase without improving the quality of services
  • Organizational difficulties with non-formalized processes

Mission

d²X Expertise steps in as advisor to Fafiec’s management, with the purpose to get all parties around the table. It concerns :

  • The definition of processes and the formalization of the target delivery based on eSCM, ITIL® and ANSSI,
  • Drafting the CCTP (book of technical specifications) and negotiating the new contract,
  • Deploy and support transformation.

Issues & Goals

The historic outsourcing contract has been withdrawn; it is therefore necessary to quickly address the following :

  • Generate a status report and analyze the gaps between needs and benefits,
  • Define target production and establish a strategy with Faifiec’s management team,
  • Renegotiate the outsourcing contract with the service provider.

Having a global vision of the functioning of a IT Services Department is this project’s critical challenge.

Benefits

The intervention of d²X Expertise made the provider aware of the need to completely rethink his practices with regards to :

  • Production and deployment of processes, ITIL services and KPIs,
  • Restoring the level of services and trust between users and their IT systems.
 
 

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