{"id":2209246,"date":"2026-06-15T09:29:26","date_gmt":"2026-06-15T07:29:26","guid":{"rendered":"https:\/\/www.luklagroup.com\/success-story\/assistance-et-exploitation-du-parc-informatique-region-grand-est-2\/"},"modified":"2026-06-15T09:41:00","modified_gmt":"2026-06-15T07:41:00","slug":"assistance-et-exploitation-du-parc-informatique-region-grand-est-2","status":"publish","type":"success-story","link":"https:\/\/www.luklagroup.com\/en\/success-story\/assistance-et-exploitation-du-parc-informatique-region-grand-est-2\/","title":{"rendered":"IT Support and Infrastructure Operations \u2013 Grand Est Region"},"content":{"rendered":"\n

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Context<\/h2>\n<\/div>\n\n\n\n
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The Grand Est Region has entrusted L\u00f9kla with the management and assistance of its IT park and its system infrastructures<\/strong>. With more than 7,500 agents and technicians involved, the objective was to guarantee a high-performance, reliable and scalable service<\/strong> to meet the daily needs of users, while ensuring a high level of quality and traceability.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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THE L\u00d9KLA APPROACH<\/h2>\n\n\n\n

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To meet these challenges, L\u00f9kla has set up an agile and responsive organization covering all customer needs.<\/p>\n<\/div>\n\n\n\n

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Multi-level assistance :<\/strong> local intervention and operation of Data Center, including restricted access areas (ZRR).<\/p>\n<\/div>\n\n\n\n

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Complete fleet management :<\/strong> backup media, inventories, hardware planning and wiring.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Continuous optimization :<\/strong> participation in the improvement and configuration of the ITSM tool.<\/p>\n<\/div>\n\n\n\n

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Customized business support :<\/strong> development of solutions adapted to the specific needs of regional teams.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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Our Delivery Approach<\/h2>\n\n\n\n

L\u00f9kla has structured its intervention around 4 key steps to ensure performance and quality of service :<\/p>\n<\/div>\n\n\n\n

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Diagnosis and organization of support<\/strong><\/strong><\/p>\n\n\n\n

Management of calls and forms, diagnosis and resolution of incidents, rapid handling of requests (dropout rate: 80%).<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Operational management of the fleet and infrastructure<\/strong><\/strong><\/p>\n\n\n\n

Daily assistance on 10 administrative sites and 180 connected sites, including fixed\/mobile telephony, videoconferencing and print management.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Optimization of ITSM processes<\/strong><\/strong><\/p>\n\n\n\n

Active participation in the configuration and parameterization of the ITSM tool to streamline flow management and improve traceability.<\/p>\n<\/div>\n<\/div>\n\n\n\n

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Business development and support<\/strong><\/strong><\/p>\n\n\n\n

Design of specific solutions to meet business needs, daily support for agents and elected officials of the Region.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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WHAT MADE THE DIFFERENCE ON THis PROJECT<\/h2>\n\n\n\n

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Multi-site coverage :<\/strong> Strasbourg, Metz and Ch\u00e2lons-en-Champagne with a dedicated and experienced team.<\/p>\n<\/div>\n\n\n\n

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Ability to intervene in sensitive environments<\/strong> thanks to the control of ZRR areas.<\/p>\n<\/div>\n\n\n\n

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ITSM expertise<\/strong> with custom optimization and configuration.<\/p>\n<\/div>\n\n\n\n

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Reinforced proximity support<\/strong> guaranteeing a continuous quality of service for all agents and technicians.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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contact us<\/h2>\n<\/div>\n\n\n\n

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