Amine I.

Following a successful collaboration between 2021 and 2023, GENERALI reiterated its trust by requesting my expertise in 2025, to strengthen the Cockpit team in managing major incidents and problems, with a focus on controlling business impacts and continuously improving service quality.

- Coordination and monitoring of the major incident portfolio in a national and international context

- Problem management and continuous improvement plans. This involves anticipating the recurrence of an incident and implementing an action plan to prevent it and ensure optimal supervision;

- Cross-functional communication with business units, users, and different hierarchical levels of the IT department.

- Scheduling, coordination of actions, and management of teams at national and international levels;

- Reporting and dashboard monitoring;

• Consulting in ITSM activity management and valorization of data produced by the ServiceNow platform:

- Ensure project management;

- Gathering and scoping of needs;

- CMDB audit and proposal of improvement areas in line with ITIL4 guidelines;

- Organization and facilitation of workshops for all project phases;

- Proposal and implementation of reports and key performance indicators;

- Preparation of data for exploitation;

- Creation of dashboards for ITSM activity management across several areas;

- Definition of indicators and reports for Service Level Management (SLA/OLA);

- Support for interpreting results;

- Documentation and training;

• ITSM Process Management

- Needs gathering;

- Audit of the existing process and writing of the desired functional specifications;

- Identification of improvement levers for ITSM management;

- Design and modeling of the new process in line with internal strategy and ITIL guidelines;

- Change management and support;

- Creation of dashboards and KPIs to monitor performance and measure service quality improvements;

- Launch of a POC - Proof of Concept to test the new process in Agile mode: "Test & Learn";

- Definition of roles and responsibilities - RACI matrix;

- Validation and generalization of the process;

- Documentation and training.

• IT Problem Management

- International context

- End-to-end management of the problem ticket backlog

- Identification of improvements for proactive incident identification;

- Management and monitoring of action plans;

- Establishment and facilitation of several periodic forums to improve cross-functional coordination

- Communication to management, business units, and all stakeholders;