The Jura SIDEC, is an open public-private partnership that plays a key role in supporting 700 local authorities. The Jura SIDEC employs nearly 100 staff, 25 of whom in the IT Department. The organization has been supporting local authorities with their digital transformation and equipment management since 1985. With the help of technical advisors, Emmanuelle Mérat, Project Manager, and Christophe Rousselle, IS Director at the Jura SIDEC, launched and led the ITSM tool modernization project, with a particular focus on the ticketing aspect.
Replacing an outdated, restrictive tool
With over 700 local authority members and handling 17,000 tickets a year, the Jura SIDEC’s legacy ITSM tool, which was developed in-house, was proving inadequate both in terms of access and security. The objective was clear: to find a modern solution that was able to do more than just ticket management, while keeping to a tight budget.
“After an in-depth sourcing process, we met the Combodo team, who impressed us with their unique and flexible approach. Unlike other service providers, there were no rigid requirements for highly detailed specifications,” says Christophe Rousselle, IS Director at the Jura SIDEC. “Their approach, with its emphasis on listening and adapting, meant we could start from scratch to meet specific needs… including some we hadn’t initially identified!”
ITop soon proved the obvious choice, as it met the Jura SIDEC’s different criteria: a SaaS, Open Source solution that would guarantee control over data and “above all, a proprietary product, which was a dealbreaker for our elected representatives.”
Tailored solution and support
Combodo’s consultants worked closely with the SIDEC team to build a solution that was a perfect match for their needs ‘on the ground’: “the consultant was exceptionally responsive and always there to guide us, step by step,” stresses Emmanuelle Mérat. The teams also managed to deliver on time despite a tight schedule: “we wanted to have a tool that would be up and running by SIDEC’s 75th birthday, which meant a tight deadline. But we stayed on track thanks to the Combodo team’s methodology and dedication, with a successful roll-out within 6 months!”
iTop provides enhanced ticket traceability, for optimal request monitoring. Specific features were designed for the SIDEC, such as single sign-on to access all IS tools, and RGPD-related adjustments, with the addition of legal notices.
A project that is set to grow and expand to other departments
“We felt the benefits very quickly: user satisfaction, more cross-team collaboration , and improved project monitoring. The tool has become a real efficiency driver for the organization,” says Christophe Rousselle.
But that’s not the end of the story. SIDEC is planning new extensions for iTop in its ongoing quest for innovation. Features such as global request management and procedure management for recurring problems are currently in development. New use cases are also being explored, in particular for the Heritage, Energy and Networks department.
“We want to stay at the cutting edge to meet the needs of local authorities with ever greater efficiency,” states Emmanuelle Mérat. Extra licenses are planned for 2025, proof of the massive uptake of and confidence in the tool.
