Maintenance of a Customised ITIL Application

Build an appropriate service offer for an application maintenance

Build an Appropriate Service Offer for an Application Maintenance

Challenge

Our client, a European leader in financial services with a global reach, conducted a diverse range of financial activities, and possessed a complex IT architecture. The members of the group required the organisation to be both supple and responsive with regard to its IT systems.

Our client had chosen BMC Remedy to be at the centre of its customised ITSM infrastructure and adhered as closely as possible to ITIL standards, taking into account its own particular history.

Aims

Following its implementation of change management processes on BMC Remedy, our client decided to streamline its costs of ownership.

Implementation

In collaboration with one of our client’s established partners, we built a realistic plan of application maintenance (TMA), taking into account the application infrastructure, which contained:

• Incident management: more than a million requests per year.
• Change management: almost ten thousand requests per month.
• Management of the knowledge base.
• Interface with a fault management tool.
• Interface with the group’s inventory management across several countries.
• The exchange of tickets with subsidiaries and a pooling of expertise.

Furthermore, our objective was to put in place other structural elements aligned with our consulting and implementation:

• Development of specific functions according to the business needs of the client.
• Improvement of problem resolution.
• Restructuring of the management of service levels.
• Bi-directional interfaces with new partners.
• Anchoring different "client" computers to the central solution.