Need for structure and traceability
Prior to iTop, client requests were handled by email or telephone: an untraceable process that hindered their ability to handle an increasing volume of requests, while guaranteeing a constant level of service quality.
One of the first objectives was therefore to formalize an ITSM system to meet Thésée Datacenter’s monitoring and quality commitments , while taking strong business specificities into account, such as managing sets of tokens in relation to technical actions.
“We needed a tool that would provide structure, but that we could tailor extensively. Having already used iTop in my previous post, the solution was a natural choice because of its rich functionality,” explains Marie Lefaucheur, Client Experience Manager.
Fast implementation, managed from A to Z
An initial version was up and running in under a month. “iTop consultant Dimitri Delay played a key role. He was able to understand our needs, formalize them and reflect them in the tool. Above all, he demonstrated exceptional teaching skills as he passed his knowledge on to me. I became autonomous and was able to design the bespoke interface we needed,” says the CSM.
Weekly committees, regular discussions on Teams, and the involvement of several in-house profiles, from management, operations and marketing, resulted in a coherent, interconnected solution, with future evolutions already in mind.
An integral part of the overall toolset, facilitating requests
Today, iTop is used on a daily basis by Thésée Datacenter’s technical staff and several of its clients. In particular, it enables management of local actions, with full traceability, as well as incident and client request tracking. “In the medium term, we want to bring service provider management on board, include bays in the CMDB, and automate ticketing based on alerts,” says Marie Lefaucheur.
ITop soon proved its worth to user clients: “iTop is fully integrated with our Thésiris platform, giving clients one-click access to all our tools. Client feedback has been excellent: the tool is easy to pick up, logical and very legible. In terms of professionalism, it’s been a big step up both for them and for us. »
