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IOCO Services Integration Coordinator Print E-mail

Coordinate the Shared Services integration of a telecom group



 

Activity and interventions

 

  • ITIL Project coordination
  • CMS intranet project management
  • Follow-up and reporting tool creation

 

 

Technical environment

 

  • ITIL
  • Open Source CMS
  • Visual Basic

 


Key figures

 

  • 5 ALTEN Consultants
  • Project duration: 12 months

Context

 

 

The customer service department comprises an International Operations Centre which provides a centralized Customer Complaint Centre, Supervision Centre and Change Management Function for all international shared services.

 

ORIS (Operational Readiness for International Service) was a team that works in parallel to those activities ensuring the efficiency of these shared services.


 

 

 

ALTEN's achievements

 

  • Project planning, organizing, coordinating and delivery (i.e. new services) of the International Operations Centre according to Time To Market (TTM) rules.
  • Contribute to the Service Delivery Process planning, resulting in acceptance or rejection of the delivered Project milestone (TTM).
  • Consolidate new & ongoing projects (services catalogue); produce and maintain an overall readiness view for the International Operations Centre.
  • Creation of a CMS (Content Management System) intranet, and ensuring smooth accessibility of documentation for the international operations centre.

 

 

 

ALTEN's Added value

 

  • Creation of a new team based on 3 ALTEN consultants.
  • ALTEN consultant developed a tool to follow-up and maintain an overall view of the processes at the International Operations Centre.
  • ALTEN consultants are ITIL certified (Information Technology Infrastructure Library).
  • ALTEN consultant proposed to improve the knowledge transfer and content management by creating a new CMS intranet website with a document management solution.