Context
The Grand Est Region has entrusted Lùkla with the management and assistance of its IT park and its system infrastructures. With more than 7,500 agents and technicians involved, the objective was to guarantee a high-performance, reliable and scalable service to meet the daily needs of users, while ensuring a high level of quality and traceability.
THE LÙKLA APPROACH
To meet these challenges, Lùkla has set up an agile and responsive organization covering all customer needs.
Multi-level assistance : local intervention and operation of Data Center, including restricted access areas (ZRR).
Complete fleet management : backup media, inventories, hardware planning and wiring.
Continuous optimization : participation in the improvement and configuration of the ITSM tool.
Customized business support : development of solutions adapted to the specific needs of regional teams.
Our Delivery Approach
Lùkla has structured its intervention around 4 key steps to ensure performance and quality of service :
Diagnosis and organization of support
Management of calls and forms, diagnosis and resolution of incidents, rapid handling of requests (dropout rate: 80%).
Operational management of the fleet and infrastructure
Daily assistance on 10 administrative sites and 180 connected sites, including fixed/mobile telephony, videoconferencing and print management.
Optimization of ITSM processes
Active participation in the configuration and parameterization of the ITSM tool to streamline flow management and improve traceability.
Business development and support
Design of specific solutions to meet business needs, daily support for agents and elected officials of the Region.
WHAT MADE THE DIFFERENCE ON THis PROJECT
Multi-site coverage : Strasbourg, Metz and Châlons-en-Champagne with a dedicated and experienced team.
Ability to intervene in sensitive environments thanks to the control of ZRR areas.
ITSM expertise with custom optimization and configuration.
Reinforced proximity support guaranteeing a continuous quality of service for all agents and technicians.
