Sophie Lamerand, Technico-Functional Consultant, recently holder of the ITIL Foundation Certification tells us about the title stakes

ITIL certification, what is it ?

ITIL (« Information Technology Infrastructure Library ») is a set of works collecting the good practices of Information System Management, in order to optimize the use of IT resources.

As TAM Manager, the ITIL Foundation certification will allow me to have an appropriate and common vocabulary with our customers. While we are increasingly developping our TAM offer to prestigious luxury brands, I will be able to hand over good practices to the Fit Retail team. This way, we will all use the same taxonomy.

What is our TAM offer?

When we talk about “Third-Party Applicative Maintenance” and ITIL processes, the first words we think of refer to the services production phase. ITIL processes are implemented as early as the project Go Live. It is indeed essential to differenciate a service demand, a problem and an incident. We also provide Jira to our consultants to optimize the issues tracking.

Our support also includes the services changeover, in particular the knowledge, configurations, production run etc. We have implemented GitLab and a home-made “Wiki” in order to ease the management of our configurations. These tools help us in storing our deliveries and ensure an efficient follow-up and more transparency for our clients.

How does ITIL help us in the TAM implementation?

The goal of ITIL is to guide us in our clients’ activities. Indeed, ahead of schedule, the processes of the strategic phase help us to manage our services portfolio and our customer relations. Moreover, when a new agreement is signed, it’s important to set-up SLAs (Service Level Agreement), RACI matrix (accountability matrix) and some processes during the design phase. Our managers and our business teams are aware of these processes and are responsible for their implementation.

These good practices and all phases of the IT services lifecycle are part of Fit Retail’s earnings and guaranty a solid expertise to our clients. Our goal is to provide fitted services to our clients and we work everyday to improve our services.

For more information about ITIL Foundation Certification, visit the website www.axelos.com/

For more information about our TAM offer, visit Maintenance & Evolution