Publications About Us Offers Careers Investors United Kingdom International Algeria Austria Belgium Czech Republic Denmark France Germany Italy Luxembourg Middle East Morocco Netherlands Norway Poland Spain Sweden Switzerland Tunisia Turkey United Kingdom LinkedIn Twitter Google+ Youtube IT Service Excellence Enabling you to deliver business value by improving IT performance and industrialising a service-oriented organisation Download ITSE Brochure Sep 1, 2014Devoteam is now a European leader in consulting and cloud solutions, supporting its clients’ digital transformation. Jul 4, 2014Back to basics – making ITSM work for you Apr 16, 2014Devoteam announces Exhibitor Sponsorship of Knowledge 14® Devoteam becomes ServiceNow EMEA Preferred Partner Jan 27, 2014Results of our survey : IT - Business relationship Jan 23, 2014The service catalog is an ambassador for IT Nov 21, 2013SNAP: the IT monitoring solution you deserve for free Main challenges CIOs are currently facing several major strategic issues: identifying the key business drivers that impact their IT and their implications on IT operations, and designing and implementing an IT transformation programme. Devoteam has developed IT Service Excellence to help you rise to this challenge. This solution provides IT leaders with a structured approach to connect Business & Technology. Our experienced practitioners use a proven methodology, tailored to meet the unique needs of your business. "IT Service Excellence is the major lever to reduce your IT costs and to improve your agility" Jean-Marc Chevereau Devoteam Cloud Services, France Director LinkedIn Customer benefits IT Service Excellence is a unique opportunity to decrease IT costs by 10 to 20%. Service orientation Ensure the right level of availability and performance of service Prioritise service investment according to business criticality Example of metrics Alignement of IT with the business through service standardisation Focus on high-value and service-oriented tasks Cost rationalisation Reduce operational costs Improve IT efficiency Improve utilisation level of resources Example of metrics Operation cost per service Utilisation level of resources Flexibility & Responsiveness React faster to business demands Service scalability aligned to business growth Reduce service transition time Example of metrics Meantime to handle a new service request Time to market of a new service Time to deploy required additional capacity Quality optimisation Align service levels with business needs Reduce service downtime Improve customer satisfaction Example of metrics SLA compliance MTBF (Meantime Between Failure) Customer satisfaction Key figures Devoteam helps you at every step - from high-level design to final fullfilment EMEA Partner Top 3 EMEA partner for BMC Software, CA Technologies, HP Software and Servicenow Projects delivered 500+ projects delivered each year Consultants 700+ consultants in EMEA Our value propositions Performance and financial management Control the performance of your IT through synthetic KPIs and continuously optimise the cost of your services Business relationship management Deliver a differentiated service catalogue by business unit through a service marketplace and position the relationship at a strategic level to enable innovation Application factories Improve application development efficiency in a shared service center organisation Supplier management Facilitate your service broker positioning by improving your sourcing processes and implementing a consistent supplier performance measurement system Infrastructure factories Streamline and automate operations of data centres through industrialised identity and service provisioning and guaranteed end-user experience Client-centric service desk Rationalise the helpdesk activity and increase its performance and client satisfaction, improving the end-user access to services through a self-service portal IT Service Transformation Get to the next level of efficiency by setting up a shared-service organisation based on a service broker platform Partners and affiliates Devoteam is the major EMEA partner for BMC Software, CA Technologies, HP Software and Servicenow. Devoteam is recognised by these partners as Elite or Platinium and is always among the top 3 EMEA partners BMC Software BMC Software is a leading provider of enterprise management solutions that empower companies to manage their IT infrastructure from a business perspective. Partner Website CA Technologies CA Technologies is one of the world's largest IT management software companies that unifies and simplifies the management of enterprise-wide IT for greater business results. Partner Website HP HP is a WW technology solutions provider with the broadest technology portfolio spanning printing, personal systems, software, services and IT infrastructure. Partner Website ServiceNow A leader in Enterprise Service Management, ServiceNow automates and manages global IT service relationships and consolidates IT across the global enterprise. More Info Article Mind the gap... when setting an IT tools architectural strategy Paul Kelsall Solution Manager LinkedIn read more...View Profile Article Innovate, transform your IT and simplify your life Sébastien Deniaux Business Offer Manager - Apps & Services Platform Mail LinkedIn read more...View Profile Article ServiceNow, hackathon & Enterprise Service Management, welcome to the world of Knowledge 14! Sébastien Chevrel Chief Operating Officer LinkedIn read more...View Profile Article Inside Business Process Management Patrick Chemel IT Service Excellence Regional Offer Director LinkedIn read more...View Profile Case studies Devoteam transforms customer experience at leading UK telecommunications and media giant The customer engaged Devoteam to implement a new monitoring system to enhance customer service and help minimise operational costs. The solution has reduced mean time to repair by 80 percent, administration time by 40 percent and hardware costs by 70 percent. read more... Enhanced early warning system by Devoteam for major credit card issuer is a world first in IT Service Assurance Devoteam helped the card issuer reduce risk by leveraging CA eHealth to monitor business activity in real-time and improve early visibility of potential problems. read more... Gala Retail enhances competitive advantage and protects revenues with CA Nimsoft Monitor Devoteam has implemented full server monitoring for Gala Retail, a major UK gaming business. Our critical service assurance solution shields a farm of 150 distributed servers and multiple databases from undetected server failures, protecting revenue streams from across the UK. read more... World Top 10 Legal practice boosts IT service management across its worldwide operation This Top 10 international legal practice, with 4,000 lawyers and annual revenue of $2 billion, engaged Devoteam to implement a service management solution from ServiceNow to help streamline the firm’s operation and boost productivity across the globe. read more... Devoteam achieves IT service excellence through strategic integration of ServiceNow with CA Nimsoft Leading UK bingo retailer Gala Retail called on Devoteam to help it optimise service management and IT performance across its entire operation through a unique, integrated solution involving ServiceNow and CA-Nimsoft Monitor technologies. read more... Devoteam helps leading managed service provider maintain its premier position in the European market This leading European provider of managed network, hosting and cloud integration services for businesses chose Devoteam to deliver a solution that would improve customer satisfaction and retention following degradation of its carrier network. read more... Devoteam places human capital care at the heart of IT Service Excellence This global leader in assurance, tax and advisory services operates in over 150 countries with more than 150,000 people. Faced with up to 100,000 HR enquiries per year, the organisation invited Devoteam to help streamline its customer care systems for greater efficiency, better security and lower operating cost. read more... Devoteam Helps the Nationwide Building Society Transform Service Devoteam helped the Nationwide Building Society transform service management by consolidating the service desks of its three recently acquired regional building societies – Cheshire, Derbyshire and Dunfermline. As a result, the whole organisation is adopting ServiceNow for its core IT service management. read more... Implementing a configuration management system Given the diversity of systems and platforms a major bank in the Czech Republic needed an absolute overview of all IT components, with a strong focus on the interconnection of business services and technology infrastructure. read more... Devoteam transforms service management for global finance house Devoteam enhances communication at worldwide finance house with streamlined regional centres of IT service excellence. read more... Green IT solution with international perspectives The green IT solution, ecoDesktop, was developed as a result of the Municipality of Fredericia’s objective to reduce the annual electricity consumption from 20 GWh to 1.6 GWh. From the beginning, it was a vital demand that the power-saving initiatives would not in any way limit the municipality’s efficiency or the employees’ access to their computers. Also, the system had to be easy to administer on a daily basis. read more... IT transformation acceleration through a service broker approach at Safran Safran is a leading international high-technology group with 3 core business lines - aerospace, defence and security. Recently, the Group expanded its international presence, with 62,500 employees and generated sales of 13.6 billion euros in 2012. read more... Devoteam helps shape the future of shopping Leading UK multi-channel retailer boosts a clear scale advantage by enhancing its nationwide operation through streamlined service management. read more... Devoteam helps Kcom revolutionise the customer experience for managed services Devoteam helps Kcom, a leading UK communications service provider, embrace next generation services to deliver a world-class customer experience read more... Meet our experts Peter Hoygaard Partner and IT Service Excellence Excellence Team member - Denmark read more... Mark Gemmell Director, IT Service Excellence Manager - Spain I execute huge software projects to completion and grow my team's talents in our specialist areas (e-commerce, ITSM and CRM, based on Remedy and JavaScript) read more... Patrick Chemel IT Service Excellence Regional Offer Director - France read more... Do you wish to learn more about IT Service Excellence? 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