Context
The Agence de Services et de Paiement (ASP) engaged Lùkla to structure and professionalize its IT support organization. Faced with growing end-user support requirements and an infrastructure spread across multiple locations, establishing a high-performing and scalable Service Center became a key lever for ensuring service continuity and technical support efficiency. Lùkla’s engagement covers both day-to-day operational activities (RUN) and strategic modernization projects.
The Lùkla Approach
Lùkla designed a comprehensive approach combining proximity, service quality, and responsiveness to meet user needs while optimizing operational management.
Deployment of a scalable Service Center capable of handling user requests with a high level of availability.
Implementation of on-site support services across two critical locations (Montreuil and Limoges), ensuring rapid and effective interventions.
Integration of monitoring and ITSM tools to improve incident traceability and drive continuous improvement.
Cross-functional project support : including hardware deployment, remote work assistance, IT security initiatives, and asset management tool modernization.
Our Delivery Approach
The implementation of the Lùkla solution followed a structured and progressive approach.
Service Center Structuring
Definition of support tiers and implementation of key performance indicators (SLAs, remote support rates, call answer rates).
On-Site Support Implementation
Deployment of dedicated on-site teams to handle Level 2 incidents and configure end-user workstations.
IT Asset Deployment and Maintenance
Deployment of workstations and virtual machines, remote work initiatives, backup management, and standardized configuration processes.
Project Integration & Continuous Improvement
Participation in internal projects covering videoconferencing, cybersecurity, and ITSM initiatives, with a strong capacity for adaptation to evolving requirements.
What Made the Difference on This Project
Strong adaptability of the service model to ASP’s needs, both in operational activities and project delivery.
Dual-site presence (Limoges and Montreuil), ensuring a high level of service quality.
Cross-functional technical expertise : across Microsoft technologies, scripting/GPO, ITSM, and cybersecurity.
A trusted relationship built with internal teams through a clear, responsive, and efficient organization.
